Consumer complaint received 2017-10-20
Company: WELLS FARGO & COMPANY
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In XXXX, XXXX I opened a Wells Fargo XXXX XXXX XXXX XXXX card with a promotional offer to receive {$200.00} on statement credit after spending at least XXXX in the first 3 months. 

Around XXXX XXXX, XXXX I called XXXX CC customer service to ask about the XXXX check I had received in the mail with an offer to do a balance transfer and pay a 3 percent transfer fee to do the balance transfer. After closing my other XXXX XXXX and speaking to several more XXXX customer service reps, XXXX increased my limit on this CC to XXXX and then to XXXX upon my request, since we were buying a car for our teenager. 

The XXXX customer service rep I spoke to about the balance transfer told me that I could make the transfer online myself or she could make it for me on the phone. I then specifically asked this woman ( phone call should be on record ) if t made any difference whether I did the balance transfer online or on the phone, and she stated that it would have the same effect and I would pay the 3 percent transfer fee on the next billing statement. I hung up with the XXXX rep and I then made the {$8000.00} transfer myself from the new XXXX CC to our checking account, since making online transfers is very easy to do. 

The next day around XXXX XXXX, XXXX I saw a {$400.00} cash advance fe on our CC statement online. I immediately called XXXX CC customer service and spoke to a very nice man by the name of XXXX XXXX who helped me. He apologized for the woman 's lack of knowledge about the difference between balance transfers and cash advances, and he credited out CC acct for the 400.00 He then assured me that I would see interest charges for the next couple months but those would also be refunded. 

On XXXX XXXX XXXX an interest charge 0f {$130.00} posted to this CC acct. On XXXX XXXX it still had not been removed so I called XXXX customer service again and asked to speak with a a supervisor. A man named XXXX who had no patient and no kindness about him told me in a very rude manner that I should have known this would have been treated as a cash advance even though the rep called it an online balance transfer. XXXX was very mean and should not be in customer service. He did not even take the time to listen to the mistake that the original customer service rep had made. He told me he could no nothing for me and I could not speak to anyone above him and his manager XXXX XXXX does not talk to customers. 

Our account should be credited the interest charge of {$130.00} and any further planned interest charges should not be charged to our CC acct. 

Although I never received the promised {$200.00} to open this account ( I spent well over the 1,000 req ), they have yet to charge me the 3 % transfer fee so these charges almost cancel each other out. 

It is not fair for big banks to give incorrect information to consumers and then profit off of it. It seems very unethical.

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