Consumer complaint received 2025-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
( Given the below, I would like this case escalated and handled by a XXXX right away. A separate caseworker can take over after I speak with a XXXX. I have had far too many misunderstandings and escalations with this case so far. ) I have been more than patient with Wells Fargo regarding numerous cases for the same issue raised since XXXX, the latest being case XXXX, mishandled by XXXX. I have worked with their internal team before going to any external agencies. Given their most recent disregard and mishandling of the above case, I have no option but to begin going to external agencies. It seems that Wells Fargo is refusing to understand and advocate on my behalf, and it shows. Again, my issue is below. Please note that I have worked on this exact same issue with other banks, and I have never had such extensive issues. I have also extensively with all credit bureaus, I understand this issue in depth, and I did not raise this to Wells Fargo lightly until everything was exhausted on my side. The issue is below : I am an authorized user on XXXX Wells Fargo 's cards, XXXX ending in XXXX and XXXX ending in XXXX, where the primary user is XXXX XXXX. I am not being reported to XXXX XXXX XXXX XXXX was previously corrected by Wells Fargo. These accounts are not reporting as they are suppressed with XXXX XXXX XXXX  due to a past dispute I raised at the end of 2023, I believe, to have these accounts removed. When an authorized user raises a dispute, the account is removed and suppressed immediately by the credit bureaus, per my discussion with all credit bureaus. In order to reinsert these accounts, only the bank is able to do so ( as the accounts are completely missing ) and they are to * contact the credit bureaus directly to have the accounts unsuppressed, then have the accounts reinserted. * XXXX, this requires * manual * outreach to XXXX XXXX XXXX XXXX dedicated reps, of which * every bank has. * I spoke with XXXX XXXX XXXXXXXX team, for example, who thought it was odd that Wells Fargo continues to state that they do not have dedicated reps. She stated that every bank that reports to XXXX  has access to dedicated reps, and she is personally aware of the same for Wells Fargo. She also offered to do a XXXX call as well to explain the same to Wells Fargo XXXX Her name is XXXX XXXX and number is XXXX for reference. 

Again, please note that I have had this exact same issue with several other banks ( XXXX and XXXX ), where I was an authorized user, raised a dispute years ago, then needed these banks to unsuppress and then reinsert me. It did take manual work on the side of the banks, but it was completed. It is unfortunate this issue with the disputes happened and it will not happen in the future, but it is Wells Fargo 's responsibility to work with the credit bureaus when there is an issue with credit reporting. Instead, the initial agent who worked on this case, XXXX, said that Wells Fargo has no responsibility, ignored all I had told her about unsuppressing ( and likely has no notes on the same ), and had me wait another month since raising this issue multiple times, knowingly not doing anything. I apologize for being very direct here, but patience has run out after working with multiple team members over 6 months without, still, any care nor understanding regarding this issue. I would likely have gotten my issue taken seriously if I filed a CFPB in XXXX, which should XXXX ever be the case. 

Please resolve the above and contact me with any questions. Again, I understand this issue thoroughly and have successfully had it resolved with both XXXX XXXX XXXX  with other banks. As well, please leave complaints accordingly per the below : XXXX. XXXX took nearly a month to basically do nothing, and to not understand the extent of the concern. She very much pushed off my request, did not care, and does not care to understand how credit reporting works in this specific situation. She did not push nor advocate on my behalf regarding ridiculous responses such as Wells Fargo has absolutely no direct reps nor contacts with credit bureaus. She added no value, just repeated what other reps have done over XXXX times, per XXXX. That should be a major red flag. XXXX called me once, was very rushed when I tried to explain to her the situation, then called weeks later to tell me that she didn't do anything. I then asked for her XXXX, XXXX. 

XXXX. XXXX, who has an unsurprisingly similar and extremely rude XXXX who did not call back for over a week, then only called after I was on the phone for the third time following up with the Wells Fargo XXXX XXXX 's front desk. She then called with an empty response, had no valid reason for not calling me back, told me that my matter was deprioritized, that she never followed up with XXXX, and basically never did her job. She then hung up and refused to have me speak with her XXXX, which I asked for on XX/XX/XXXX. She never transferred my case as the agent said she would transfer on XX/XX/XXXX. Please leave a strong complaint for her, and you can review the call on XX/XX/XXXX as well. There was absolutely XXXX reason for her not to get back to me on time after multiple calls and to provide empty and obviously insincere apologies about how a closed case is not important. 

XXXX. Due to XXXX 's unresponsiveness and apparent unwillingness to transfer to her XXXX, which is reasonable after over a week without a callback, her XXXX, XXXX, also pushed off this concern and stated that I needed to speak with XXXX. I am not sure if I got unlucky and was put into a silo of poor individuals, starting with XXXX, but this is completely unacceptable. 

XXXX. I was told by Wells Fargo 's front desk to call back on XX/XX/XXXX to see if XXXX, XXXX 's XXXX, was available. When I did, I spoke with an agent named XXXX who said there is no XXXX at their company (? ), who refused to answer questions, and then hung up the phone. This made an already bad situation even worse, and I have no idea how agents like XXXX are working on cases for your XXXX 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 explanation