Consumer complaint received 2022-03-08
Company: WELLS FARGO & COMPANY
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
1. On the morning of XX/XX/2022, I called Wells Fargo at ( XXXX ) XXXX to make a payment. I thought I completed the process but wanted to confirm. 

2. I called back to the automated system but there was no option to confirm payment, so I pressed XXXX ( XXXX ) for an agent. 

3. The automated system instead transferred me back to the beginning of the automated system.

4. I then pressed XXXX several times for an agent. 

5. The agent in credit card customer service said she would have to transfer me to another department.

6. Instead, she transferred me back to the beginning to the automated system.

7. I pressed XXXX again several times for an agent. Spoke with agent, asked for supervisor. 

8. Supervisor, XXXX, said she needed to get me to other department; said she would stay on line this time until I was with correct department, even just to answer a simple yes or no question regarding whether my payment was pending. She transferred me to " XXXX XXXX. '' 9. XXXX XXXX pulled up my acct. and said she needed to get me to " another department '', YET A THIRD DEPARTMENT. She said she was in the " Front End '' Department ( probably not even the department to which I was supposed to be transferred in the first place, which means that even XXXX the supervisor who stayed on the line for the transfer, failed to help me ). I asked XXXX XXXX for her supervisor. She instead hung up the phone on me. 

10. I called back YET AGAIN. Asked for Supervisor, XXXX XXXX. Asked XXXX XXXX for Tier Three, she placed me on hold and provided phone number for Executive Offices. XXXX transferred me to XXXX. 

11. I spoke with XXXX, XXXX Customer Advocacy Group / Executive Offices, who asked for my credit card #. I said I was afraid to provide the information because then I would just be transferred into an endless loop of being prompted to the beginning of the automated system. She hung up the phone on me without saying anything else. I continued talking without realizing she had hung up the phone.

12. I called back " Executive Offices '' and got XXXX again, asked for her supervisor, she said I don't have anyone to transfer me to. 

13. XXXX admitted hanging up the phone on me without even saying anything, because she said I refused to provide information. I said if I provide the info, will you transfer me to the automated system? She said no, she would not. So, I provided the information and she was finally able to confirm the payment information. 

14. I then began relaying the whole story to XXXX. When I got to the part about her monstrous behavior of hanging up the phone on me the first time, she threatened to do it again. I began chanting " Shame on You! '' She hung up the phone again. 

15. I called back and spoke with XXXX XXXX, Executive Offices. I provided XXXX with details regarding everything that's transpired. 

16. I have spent nearly two hours on this. First call XXXX XXXX CST. Still on phone with XXXX at XXXX XXXX. CST and she is still creating the case. 

17. Case number is XXXX

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