Consumer complaint received 2024-05-13 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: VA

Complaint narrative:
-In late XX/XX/XXXX I applied for and received a Wells Fargo XXXX Autograph '' VISA  card : XXXX XXXX XXXX XXXXXXXX & XXXX & XXXX XXXX XX/XX/XXXX the WF Autograph VISA card was used to pay for my monthly XXXX XXXX  streaming media service. The description of the transaction shows up on the account as : " XXXX XXXX XXXX XXXX # CA. '' To the best of my knowledge, XXXX XXXX XXXX XXXX ... and vice versa- they are one in the same. I setup billing for my XXXX XXXX service online directly with XXXX XXXX XXXX NOT through a third party entity, for instance, as an add-on service through XXXX XXXX or as an add-on through some other streaming service. 

XXXX XX/XX/XXXX I called WF Rewards ( XXXX ) to inform them that the ( bonus reward points ) I am entitled to for the XXXX XXXX transaction were not showing up in my rewards activity. The WF representative kept repeating that the XXXX XXXX transaction didn't qualify ... despite me pointing out that the XXXX XXXX service was plainly part of WF 's own list of qualifying services : XXXX XXXX XXXX? XXXX & XXXX & XXXX & XXXX & XXXX & XXXX & XXXX The person placed me on hold and after about 5 minutes the call was disconnected. 

XXXX XX/XX/XXXX I immediately made a call back to WF Rewards ( XXXX ) to let them know that my previous call was dropped and that I believed that I am entitled to bonus rewards points for the XXXX XXXX transaction. According to XXXX, mine was not the first complaint about WF Autograph VISA bonus points not being honored for XXXX XXXX. For some reason, WF is balking at granting the bonus rewards points because the first thing that appears in the transaction description is " XXXX. '' So, for some strange reason, XXXX has been dismissing this transaction ( and others like it ) as a non-qualifier for the bonus rewards points, presumably because the billing is happening through a " third party '' -- INSTEAD OF using a modicum of common sense and realizing that XXXX XXXX is XXXX. My XXXX XXXX service is setup directly with XXXX XXXX XXXX so, I have no say over their billing process. I also did speak with a supervisor on this same call ( XXXX ), who promised to " create a complaint. '' I never received any further correspondence/contact about that particular promise. 

-Date unknown ( but at least several days later ) : I did receive a call from another WF representative who repeated more of the same that I heard during the first call - that is : the transaction doesn't qualify because it was billed through a third party. Strange though that several times during this conversation I asked for her to tell me who/what was the third party she was referring to ( since XXXX XXXX and XXXX are the same entity ) ... but she did not have an answer. 

I believe this is a simple case of common sense and clarity! If WF did a little research, clearly they would realize that XXXX XXXX IS XXXX ... and, realizing this- they would honor the bonus points for this rewards program. But, if they do the research and, for whatever reason, decide that they do not want to honor bonus points for me and others who ( based on the rules WF has published ) have, in good faith used the WF Autograph VISA to pay for XXXX XXXX - then they should amend the list to delete XXXX XXXX as a qualifying streaming media service!

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