Consumer complaint received 2016-02-18
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card
Issue: Rewards

Complaint:
I signed up for a Wells Fargo Credit Card with the understanding that it came with a Cell Phone Protection. According to the Wells Fargo reps, I simply submit a claim with them, and XXXX would take care of the claim and have everything processed within 7 days. On XXXX XXXX, 2016, I notified them of damage beyond repair to my phone. Now Wells Fargo is sending me to another company called XXXX XXXX XXXX ( whose website says they are Asurion, but the phone rep from XXXX XXXX XXXX repeatedly tells me that they are in no way, shape, or form associated with Asurion ). XXXX XXXX XXXX repeatedly denies my claim saying that XXXX requires me to get an estimate from XXXX on the repair/replacement cost of the phone. They said that XXXX will " ship me a box free of charge, evaluate my phone, and give me an estimate of repair. '' XXXX XXXX XXXX continually tells me that I must go through XXXX for this repair. XXXX on three occasions has said that all they can provide is an estimate that the phone is beyond repair and that the full replacement cost is {$540.00}, and has given me this documentation. XXXX says they have never heard of a company requiring so much info, as XXXX XXXX XXXX is requesting. 
The representative at Card Benefit Services notified me there is no way for me to directly speak with the Claims Administrator, told me that she personally is the highest point of contact and I can not speak to anyone of her superiors, they are not a part of Asurion ( though the website claims different ), and that all correspondence takes at least 5 business days to look at. Wells Fargo informed me that they never intended for the process to be this complicated. Card Benefit Services referred me to Wells Fargo as they said it is in my Terms & Conditions that I will have to jump through many hoops to get a replacement device. I called Wells Fargo, whom went over my Terms & Conditions, and there was nothing as such in there. I called back to XXXX XXXX XXXX who said they do not have anything in writing as to their process, their contract with XXXX, nor a listing of documents that they request from the customer. She then told me I would have to contact XXXX for their terms & services. I asked if they can give me a legally binding document in writing or a Terms & Conditions, to which they said no, they just give verbal information. Now, they are telling me that I must travel 6 hours away to an actual XXXX XXXX to have my phone evaluated. None of this is in my Terms & Conditions. I feel that I was baited with this card benefit, then had everything switched on me when I try to use the benefit. 
XXXX says they do not know of any contract that they have drawn up with XXXX XXXX XXXX, and that they would not require me to send the phone to them for evaluation, as the replacement program is through my credit card company, not XXXX XXXX. XXXX says on fully replacement phones, they do not evaluate them for repair as they are not repairable. On two occasions, XXXX has provided me with Replacement Estimates, to which XXXX XXXX XXXX accused me of taking a " screen shot '' of a replacement phone website. This estimate is from a bonafide estimate from XXXX that was prepared directly for me - twice. 
Wells Fargo promises rewards with their credit cards, then does not stand behind them. This is an unethical practice that must be corrected quickly.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief