Consumer complaint received 2017-04-11
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card
Issue: APR or interest rate

Complaint:
This is a formal complaint against Wells Fargo Cash Back Signature VISA Card ( WF ). I opened a WF Visa card several years ago, in late XX/XX/XXXX started receiving almost monthly solicitation by mail about XXXX that were 0 % interest. The first checks I received, I shredded them and did not use them, until in XX/XX/XXXX I wanted to do some upgrades to my kitchen and would use them to pay the contractor for work he did on my house. WF advertised 0 % interest for the promotional balance of the XXXX for 15 months, see attached, which are one of many of the solicitation and XXXX I received before and after I used the checks in XX/XX/XXXX and in XX/XX/XXXX. I went online to WF, saw the promotion on the website, and submitted a request in XX/XX/XXXX for XXXX. Weeks went by and in late XX/XX/XXXX, I called WF to find out the status of these XXXX. I spoke with a female ; unfortunately I did not write down her name, but I was told that she saw the request for these checks but they were not requested as expedited. I asked her if she could submit an expedited request and confirmed with her that these were the 0 % interest for 15 months and she said they were, and should receive them within 3-5 business days. 
In total, I used XXXX XXXX, believing that the terms were 0 % interest for 15 months as advertised by WF. Please see the XXXX XXXX on XX/XX/XXXX statement totaling {$1800.00} and the XXXX Super check on XX/XX/XXXX statement for {$1100.00} ( that promotion ended XX/XX/XXXX ). It was n't until XX/XX/XXXX, I realized I was being charged interest and immediately emailed and then called WF, spoke with XXXX. She said I was sent a different type of XXXX and they were NOT interest free for 15 months. I spoke to her supervisor XXXX to escalate this matter, and was told they would review the phone calls in XX/XX/XXXX, would credit me for the interest for the month and submit for corrections, which could take 4-6 weeks. In XX/XX/XXXX, I called and spoke to XXXX, a supervisor and requested a credit for the interest and inquired when the promotional balance would end. He told me that there would be 15 months from the date of the XXXX to pay off without being charged interest. He also confirmed that the XXXX never submitted for corrections or credits back in XX/XX/XXXX, but he would take care of this, and that a " BUCKET CHANGE '' needed to be submitted, and could take time because it had to be reviewed. 
In XX/XX/XXXX, I spoke to XXXX who said it was pending the review process. He told me " Well, when you signed the check, you agreed to the terms. '' I explained to him that I had specifically requested the XXXX that had the promotional 15 months, an after going back and forth to resolve it, he hung up on me. I called again in XX/XX/XXXX, and spoke to XXXX who was apologetic, and told me that she would credit me {$190.00} in interest to " soften the blow. '' XXXX then transferred me to a supervisor named XXXX, who told me that the bucket change was denied. I asked if there was a reason for this, or if I could appeal and he said that it is done by the executive team and once the decision has been made its final. 
Wells Fargo solicited me by way of both mail and online marketing via their website the promotional interest free for 15 months XXXX. When I requested them by online and by phone, apparently, they sent me some other XXXX and have been charging me 24 % compounding interest on these because they are considered a " CASH ADVANCE '' and refuse to honor the product terms that they solicited me for. In addition to being deceived about the XXXX, I was never contacted by phone or mail regarding the status or denial of the disputed interest.

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