Consumer complaint received 2025-07-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
In XXXX of XXXX  I contacted a business called empire direct about purchasing flooring for my home. They sent a salesman to my house. We agreed to make a purchase of the flooring than he offered us interest-free financing for one year through Wells Fargo Bank . My wife and I decided to take that offer. We filled out the paperwork and that evening it was called in and accepted. On approximately the XXXX of XXXX. XXXX came to our house and installed the flooring. I received documents from Wells Fargo that we had been approved and they'd sent us credit cards which I still have for our account and they would be contacting us to set up the payments. Subsequently, we were contacted by Wells Fargo Bank saying that even though we have been previously accepted and approved our loan, there was a problem with my first name and they needed additional documentation. They said I should fax it to them. I explained that I did not have a fax machine. They told me I could go into one of the local Wells Fargo branches and have them fax a copy of my driver 's license and or passport to them. I agreed to do that. I went to the local branch provided the manager with my driver 's license. He said he didn't need the passport. I gave him the information of where he should tax it to his home office and the number they had provided. He did so and he provided me a copy of what he said in the receipt from the fax machine. A few weeks later I was contacted by Wells Fargo and they told me they were denying my loan because I failed to go to the branch and do what they told me to do. I explained to them that I did go to the branch and did what they said. They said well go back and do it again and they'll get everything squared away. So once again I return to the same Branch. There was a different manager on duty at the same when we went through the same process and I have the receipt which they faxed it to Wells Fargo. It was the Wells Fargo branch on XXXX XXXX in XXXX Arizona. I contacted the bank a few days later and they said they had not received it once again and that I would be receiving a letter in 30 days. I never received a letter so I contacted the bank and finally they said I'd been denied because I failed to provide the information that they had asked for and I failed to go to the bank. I again explained to them. I had the documentation be happy to share it with them. They said no. I had been denied because my name was not proper. My name is simply two letters, the letter XXXX  and then a space and letter. XXXX I was in contacted repeatedly by empire today. The company had bought it through and they wanted their payment since the bank had denied it. I contacted the bank once again and they said no we've denied it but you can reapply for a loan. The problem is they ran a credit check on me and it shows on my thing. They originally granted it and they said well they would investigate. It would take 30 days. After 30 days they sent me a letter and said no it had been denied and I could reapply. Now this shows as a negative on my credit report. When I did everything they said and they originally accepted it. I contacted them again and simply asked them. Can you remove that information from my credit report? They said no they can not because I had not done what they said and they need to show it as a negative inquiry on my credit report. I have been denied credit now because it shows has a negative inquiry. I finally had to work out arrangements with the empire today company. Even though they had offered me financing through Wells Fargo and I had been accepted. They threatened to sue me over and over again until I could come up with the money. If I knew that I was going to have to pay up front, I simply would if not made the purchase because I didn't have the money readily available. The bank has caused me irreparable harm and it's a continuing thing because it's a negative and it's an inquiry on my credit report. I've contacted them over and over. They sent me letters and they continue to send letters saying their investigate name. Need more time. I did file a complaint with the Arizona attorney general 's office and I filed back and play on XX/XX/XXXX. Today I contacted them and they said well. We've sent them two letters and they're supposed to respond within 10 days. We're about to send the third letter and they haven't responded to us. I called the bank again today and asked them how much time do they legally have to investigate my claim if I'm challenging something that they've done. I was told that they're the bank and they can take as long as they want and I'm the one who didn't do what they said so it's really my fault but they wanted more time again. I didn't know if this is the normal way the customers get treated when I followed everything that they asked me to do and they update originally approve my credit. They just wanted a copy of mine, driver 's license or passport to verify my name. At XXXX XXXX XXXX. It's very difficult to deal with some of these people. I try to be on the up and up but like I get told that I have to bend over to their XXXX and call. It's very frustrating

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