Consumer complaint received 2025-12-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
I am submitting this complaint regarding a misleading and harmful experience with Wells Fargo. Approximately XXXX weeks ago, I called Wells Fargo after first reviewing their online tools. The website only provided calculators or suggestions for paying down my balance, but no genuine hardship options or accommodations. Because I have banked with Wells Fargo for over XXXX  years, have paid down this same credit card from 95 % utilization multiple times, and have never been offered an upgrade or improved terms despite my credit score increasing significantly, I called to ask what options were available to help me manage and reduce my existing balance. 

During the call, I explicitly told the female agent that my goal was to pay down my current Wells Fargo credit card, and I provided the last XXXX digits of the card. She repeated the digits back to me and confirmed the amount due, so there was no confusion about which account I was referencing. She stated that Wells Fargo had a new promotional 0 % APR card I may qualify for, and that this card could be used to complete a balance transfer from the card I was calling about. She then transferred me to a senior banker for more details. 

The senior banker immediately asked what the prior agent told me. I repeated the same information : I was seeking options to pay down my existing card, the card details I had provided, and that I was told the promotional 0 % APR card could help with a balance transfer. He confirmed this information and told me this card would indeed help. After checking to see if I qualified, he told me I was approved and asked if I wanted to proceed. Based on both employees representationsthat this card would allow me to transfer my balance and pay it downI agreed. 

He then said there were system errors on his end and instructed me to apply online instead, saying it was a known issue and would not be resolved soon. Following his direction, I applied online for the exact promotional product he identified. 

Once approved, I immediately saw the cards limit was only {$1000.00}, which made it impossible to use for the balance transfer I was told was available. I immediately called Wells Fargo to report the issue as fraud/misrepresentation. They opened an investigation, and I spoke with an investigator named XXXX. I again explained that I would never have opened a new credit card on my own, especially because I am in the process of securing a large home-renovation loan, and new credit inquiries negatively affect that process. I told him my desired resolutions were : A lower APR on my current Wells Fargo card Honor the balance transfer I was promised Upgrade my current card to a product with better terms After nearly XXXX weeks, I received a call from a woman stating she was calling on XXXX  behalf. She informed me that Wells Fargo would not honor any of the proposed resolutions, nor offer any alternatives. She apologized, but provided no remedy for the misrepresentation, the new inquiry on my credit, or the overall harm caused. 

I am filing this complaint because I relied on the explicit statements of XXXX Wells Fargo representatives who misrepresented the purpose and usefulness of the new credit card. Their advice directly caused me to open a product I neither needed nor wanted, with no benefit toward the original problem I called about. Wells Fargos refusal to correct their own misinformation or offer a reasonable resolution has left me with unnecessary credit damage and no support for managing my existing account as requested. 

I am requesting assistance in holding Wells Fargo accountable for the misleading information provided and obtaining XXXX of the reasonable resolutions previously outlined.

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