Consumer complaint received 2025-09-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
On Thursday, XX/XX/XXXX, I contacted Wells Fargo 's credit card customer service regarding my XXXX credit card to inquire about my credit card 's automatic payment schedule. 

My first phone call was a frustrating ordeal. It required three separate transfers to reach a representative who could assist with my XXXX XXXX serviced by Wells Fargo, despite calling he Wells Fargo credit card customer service number. When I finally reached an agent, they immediately became defensive, listing services they could not provide ( e.g., help with rent, points, or lease agreements ) despite me not mentioning any of these topics. After clarifying my simple request about credit card payments, they calmed down and agreed to help. 

Before we even began discussing my issue, I expressed my desire to file a complaint about the poor service and the multiple transfers. The representative told me I had to speak with a different department. They then provided me with hours that appeared to be incorrect. Instead of verifying the hours, they transferred me to a closed line, which disconnected the call. 

I was forced to call a second time and endure another series of transfers to reach a XXXX XXXX representative. This second interaction was similarly problematic. The agent was also immediately defensive, outlining what they could not assist with. They seemed confused and provided inconsistent information regarding my payment schedule, which made me lose confidence in their ability to help. 

Because of the agent 's confusion, I requested to speak with a manager. The manager who took the call was finally able to answer my questions and provided clear information. They confirmed that my automatic payment was scheduled for XX/XX/XXXX, which was consistent with my Wells Fargo online banking account. The manager also assured me they would file a complaint on my behalf regarding the service issues. 

However, a serious error occurred : my automatic payment was taken out on XX/XX/XXXX, a month earlier than both my online banking account and the manager had confirmed. 

Furthermore, the complaint the manager filed was closed without any contact or discussion with me. There was no investigation into the recorded calls from both the final agent and the manager who explicitly confirmed the XX/XX/XXXX payment date. The entire " investigation '' appears to have been a formality with no genuine attempt to resolve the issue. 
This series of events demonstrates a significant breakdown in customer service, communication, and internal processes at Wells Fargo. 

Worse after all that, I needed my card replaced. 3+ weeks after requesting it, the card never arrived. I had to call in yet again and ask for ANOTHER second replacement card. 

Not only did I waste a considerable amount of time navigating a disorganized customer service system with all of this, but I also received incorrect information that led to an unexpected debit from my account. The subsequent failure to properly investigate my complaint and failure to deliver my first replacement card, is unacceptable. 

I am requesting a full investigation into these matters to hold Wells Fargo accountable for this frustrating and costly experience.

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