Consumer complaint received 2016-03-03
Company: WELLS FARGO & COMPANY
State: WI
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I had a secured credit card with Wells Fargo. XX/XX/2015, I received a letter to inform me that i I had graduated to an unsecured credit card and the collateral of {$300.00} was going to be refunded to me as well as my limit increasing to {$600.00}. The letter informed me that I would be receiving these funds via a check in the mail within 30 days. XX/XX/XXXX to XX/XX/XXXX, I went to a branch to enquire about wether they had sent my check. They advised to wait the complete 30 days. 
I went into a branch XX/XX/XXXX and spoke with the branch manager. He advised that the check had been cut on XX/XX/XXXX, confirmed the address ( which I received other mail from Wells Fargo in the mean time ) and attempted to advocate for my funds to be direct deposited to the account. The credit services lady said that they were not able to do so and that I would need to have another check issued and sent out. I was advised that this process would take 2 weeks. Because I was moving states within that time frame, the branch manager recommend I provide him with my new address in order to receive the check there. 
XX/XX/XXXX, I had still not received my check so I contacted the customer care phone number. They reconfirmed my address and had the correct one on file. Essentially, they advised that the 2 week period was 14 business days and that date coincided with XX/XX/XXXX and that it would be best to wait until XX/XX/XXXX before contacting them to action. 
XX/XX/XXXX, I still had not received my check so I decided to go into my local branch. The banker called credit services on my behalf and requested a direct deposit into my checking account with Wells Fargo and to cancel the second check I had never received. The lady he was speaking to filed appropriate papers while we were on the phone with her and advised that I did not need to fill anything out. I was advised that I would receive my funds within 3-5 business days. 
Monday XX/XX/XXXX, I called because the funds STILL had not hit my account. The guy I was speaking too explained that I would need to sign an affidavit to which I explained that the lady the banker and I spoke with said it was n't necessary as it had been done on the phone. He explained that this was a requirement and offered to send one to me via mail to take care of. After reiterating what had been done at the branch, he said he would call me back with information that afternoon as he would need to enquire further. I never received a call back. 
XX/XX/XXXX, I went into my branch AGAIN ( fourth time ) and spoke with my banker. He called credit services to find out what the delay was. They advised him that the phone call I had made the previous day had spurred them to action and the paperwork HAD NOT BEEN FILED until that day. Because of this, I would need to WAIT ANOTHER 3-5 BUSINESS DAYS! 
This is in no way shape or form how to deal with customers. I have monthly fees taken out of my account for their " service '' yet they ca n't give me my collateral back in a timely manner. 
The branch manager has filed an internal complaint which has since been escalated to the " executive level ''.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief