Consumer complaint received 2024-06-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: DC

Complaint narrative:
The XXXX XXXX card prominently advertises that purchases of XXXX  points earn XXXX points per dollar, which is repeated in the terms and conditions : XXXX base point and XXXX bonus points for these purchases ( Full terms quoted below ). The terms also provide they will be paid in the same billing cycle. 

The only way to buy XXXX  points is through their vendor, XXXX, which appears as " XXXX XXXX XXXX XXXX  '' on the statement. However, after making purchases of XXXX  XXXX, I was not awarded these additional points. Wells Fargo prepares on its statement a calculation of the amount of points earned in each category. However, the statement does not even include choice point purchases as a possible category. 

When I contacted Wells Fargo, they have no idea about their own terms and conditions. The incorrectly continue to refer me to XXXX XXXX. However, XXXX XXXX is reliant on Wells Fargo to correct pass point purchase category information along to XXXX XXXX. XXXX XXXX has confirmed to me that they have no role here and that this is solely a Wells Fargo issue. 

On the statement ending XX/XX/19, I spend {$920.00} total on XXXX points purchases. However, Wells Fargo failed to correctly categorize this information and report it to XXXX. The statement only includes the XXXX base point earned on all purchases for these purchases. That means I am missing XXXX points. 

Wells Fargo claimed to escalate this complaint, but then closed it without providing any relevant analysis other than a conclusory statement that the points were correct and, again, incorrect referred me back to XXXX XXXX in an attempt to avoid their legal responsibility. They could not describe how the points were calculated. Wells Fargo 's correspondence also provided an extension for their senior escalations XXXX that is invalid. 

Because this is a new credit card product for Wells Fargo, it seems clear that they launched terms and conditions without implementing an IT process to actually identify these purchases and report that information to XXXX XXXX. 

However, it appears they have a critically deficient compliance management system for investigating issues related to points, identifying root causes, and remediating these issues. 

In addition to being a violation of the terms and conditions, Wells Fargo 's actions constitute an enterprise-wide Unfair, Deceptive, or Abusive Act or Practice ( UDAAP ) with wide-spread consumer harm. 

In addition, Wells Fargo negligence in investigation this obvious error is so severe that Wells Fargo has clearly met all the elements of the crime of fraud. Any reasonable person who can read would understand this issue and there is no reasonable interpretation or claim that would lead to any alternative conclusion. 

Wells Fargo is also in an agency relationship with XXXX, so even if it claims their is a failure by XXXX XXXX in awarding points ( which is currently does not claim ), then Wells Fargo is legally liable for XXXX XXXX errors and inaction. 

The terms and conditions provides that " You also earn XXXX points ( XXXX base plus XXXX bonus points ) per {$1.00} spent on qualifying net purchases made on the Card Account of XXXX XXXX points, which will be awarded in the billing cycle when the qualifying purchase posts to the Card Account. '' ( https : //www.wellsfargo.com/credit-cards/choice-select/terms/? XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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