Consumer complaint received 2024-04-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX I applied online for a Wells Fargo Cash Visa, it was approved and I requested to make 2 each Balance Transfers for XXXX 1 to pay XXXX XXXX  and 1 to pay XXXX it Card. They both were denied ( please see attached ). I received credit for XXXX balance transfer to XXXX XXXX. In XXXX I noticed my Wells Fargo Cash Visa statement amount was higher than what I had recorded I owed. I analyzed my account and became aware that I never received credit for the XXXX that should have been transferred to XXXX  Card amount of credit should have been XXXX  + XXXX Bank charges. I called Wells Fargo on XX/XX/XXXX XXXX. XXXX ( XXXX ) XXXX spike to XXXX and he stated XXXX will be checking to issue XXXX  reference number XXXX. I received response from Wells Fargo XX/XX/XXXX with an email ( see attached Wells Fargo Mastercard Payments Center Control Number XXXX ) I did not get any explanation of what this notice was for, I called Wells Fargo XXXX ( XXXX ) XXXX XXXX  XXXX and spoke to XXXX he said to call XXXX  Card which I did and got no response I also sent them a copy of email? This was not acceptable I contacted Wells Fargo and told them they needed to credit my account for the XXXX balance transfer and on XX/XX/XXXX they sent me another email like the previous one I received but this one had a sharpie marked thru some of the information, I still could not get a response from XXXX  Card. I sent Wells Fargo another message about credit for balance transfer and they responded with same email last I heard from Wells Fargo was phone call to XXXX XXXX ( XXXX ) XXXX on XX/XX/XXXX at Wells Fargo and he stated that Wells Fargo was closing my dispute and that XXXX owes me the credit because they received transfer? Also, said to call XXXX  and get refund I have sent them 2 emails, telephoned them and the only response I have received from XXXX is notice dated XX/XX/XXXX ( see attached letter ) that I needed complete an " Identity Verification Process ''. I called XXXX  on XX/XX/XXXX spoke to XXXX XXXX ( XXXX ) XXXX verified my ID and then asked him about the refund Wells Fargo said XXXX  owed me and he hung up on me.

The way I have been treated is absurd this refund should have been done in XX/XX/XXXX today is XX/XX/XXXX and I still do not understand why it is my responsibility to get refund from XXXX Card because balance transfer was never processed to my XXXX  Card both transactions were denied and I only received credit from the XXXX  transfer. I have enclosed copies of all transactions on XXXX  Card there is no balance transferplus my XXXX Credit Card does not show the {$500.00} balance transfer and my Wells Fargo Cash Visa does not show a credit for {$510.00} ( could not print out transactions on Wells Fargo Cash Visa Card for some reason the furthest I could go back was XX/XX/XXXX ). I just want to know who owes me the money and how do I receive it because I have had no luck with both Companies.

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