Consumer complaint received 2021-08-31
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/2021 I received an email notice from Wells Fargo that my Wells Fargo XXXX Visa card was used for an online, phone or mail purchase. I knew that I did not make or authorize the purchase so I called the number on my credit card to cancel the card since I don't use this card regularly. I first learned that no charge had been made to the account, the charge was declined but the email notice did not indicate that it was declined. It stated that the card was used, which to me meant the charge had been successful. When I called to cancel the card, the representative told me that if I cancelled the card now, I would lose the {$36.00} in rewards that remained in the account, so I should call the redemption center to redeem the rewards before I close the account. 

I then called the redemption center and was told that I could only redeem awards in {$25.00} increments. Which would mean that I would forfeit {$11.00} that I had earned by spending money using the credit card. I have a Wells Fargo mortgage and asked if I could apply the excess {$11.00} to my mortgage, or even to the credit card balance. They said this was not their policy, despite the fact that there had been attempts to use the credit card number without authorization. I asked if I could escalate this to a manager. The representative opened a case number and said they would get back to me in a few days. At this time I was still receiving daily email messages about the same transaction attempting to use my credit card. 

It took until XX/XX/XXXX, almost XXXX weeks later for me to receive a written response to my case number XXXX. The response completely failed to address my issue. I have no visibility into how my issue was presented, but based on the response it appears that the analyst, XXXX XXXX was told that I had a dispute about my reward amount. Therefore the response stated that I " have a {$35.00} redeemable Cash Rewards balance. '' On Monday, XX/XX/XXXX, I called XXXX XXXX to explain that she had not addressed by compliant. I had to leave a message since she did not answer. On XX/XX/XXXX, I called again and spoke to a different representative who said that she would inform XXXX XXXX about the specific details of my complaint. 

On XX/XX/XXXX, I received a letter from XXXX XXXX a Case Specialist at Wells Fargo under a new case number XXXX. Again, the letter failed to address my issue with closing my account and redeeming my full {$35.00} rewards balance. It confirmed that the balance is correct and referred me to the number to redeem Rewards. Again the response failed to address the issue of the redemption requirement in {$25.00} increments. I'm not surprised that Wells Fargo keeps this unethical restriction a secret. They don't want to print it anywhere where a customer would actually be aware of the restriction. 

On XX/XX/XXXX, I attempted to call XXXX XXXX to discuss this case. I was unable to reach her and ended up speaking to someone named XXXX who submitted another case for resolution now under number XXXX. Another week later, I have not received any reply from my third case number. My credit card remains open until I can resolve the cash back rewards issue. I would like to close this card and redeem my full rewards balance. I am not interested in receiving a replacement card from Wells Fargo

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 explanation