Consumer complaint received 2025-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Personal information incorrect
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
I received a mail offer from Wells Fargo inviting me to open a credit card with a {$200.00} cash bonus after spending {$500.00} in purchases and was promised that I could start using the card instantly. Based on this offer, I applied for the card. However, the entire process has been a frustrating and unprofessional experience. 

So, I applied for a new credit card from Wells Fargo ( I already have another Wells Fargo credit cared ) and it came with an incorrect name. My name is long so what they did is removed all the spacing to fit it into the card, and this created the issue. 

Before opening the card they told me I can instantly start using the card before receiving so I started triing that and it failed, I called the customer care they are telling me, I cant do that as its a new account and I need to wait for card to receive but this is not what they told me before opening account. By thins time I called multiple time that I cant use my credit card and the card is not showing in my existing Wells Fargo online account, and there customer care have no idea why, then after getting that I saw it printed the NO-SPACE name so I called them again and they told me i have to active the card it will add, but it did not and I called again, then after multiple call one person figure out they created 2 different accounts for me and thats why I can see the new card into my account. She suggested me to visit branch they will fix it. 

Then I book an appointment at XXXXXXXX XXXX Monday XXXX XXXX and I waited 45 min as the banker was not here desk, after 45 min she came and check and told me there is no way she can fix the name and I have to call customer care, I told her I was sent here from the customer care, she called the care and talked with them and they told me they will sent me name correction documents which I have not received yet after 5 business day. And banker told me she file will file a complaint for this so they will investigate. 

After 2 day I got an email from Wells Fargo that I cant use call to the customer care and they will update the name in real time. Then I called the customer care and they have no idea about this email then I checked and found the banking put wrong credit card number in the investigation. So I emailed them back that the customer care has no idea about this and they cant change it real time. 

Then they replied me to this email that they cant even find my both accounts and told me call customer care. Feel like this escalation team has less experience then the customer care guys as they can find and see my both accounts. 

Meanwhile, I still can not use my new credit card because it does not appear in my Wells Fargo app. When I asked the banker about this, she told me I could still use the card and visit the branch to pay my bill. However, after my terrible 45-minute experience at the branch, I have decided not to visit the branch again.

Now Im in a loop that customer care told me they know nothing and ask me to visit Branch, branch told me to call customer care, customer care escalated issue, escalation team angsin told me to call customer care. Completely unprofessional and frustrating customer service. 

I just want my name updated add see my both accounts to my app so I can start using it pay my credit card bills.

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 non-monetary relief