Consumer complaint received 2025-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Brief summary : Wells Fargo added my approved credit card to someone's existing profile instead of creating a new profile for me ( as I've never had any WF products before ), and I have not yet been able to activate or use the credit card nearly a month after being approved. 

On XX/XX/XXXX, I applied and was approved for the Wells Fargo Autograph credit card with a credit limit of {$11000.00}. Several days later, when I received the credit card in the mail, I attempted to create my online profile and activate my card with no success, as I kept getting a message stating the information I was providing did not match. I called in and was transferred around until they eventually advised me that I needed to go in person to confirm my identity, as my profile with them was showing different information. 

On XXXX, I went into a local branch where the banker confirmed that somehow my credit card was added to someone else 's profile. He explained that he was able to see all my information was correct in the credit card application itself, but when he searched for my profile, nothing was pulling up with my information because the credit card was already assigned to another person 's profile ( essentially, a profile was never created for me in their system ) that seemed to have the same first name as me and nothing else in common. That same day, after many calls by the banker, we were advised my issue would be escalated to the Executive Office and provided a case number. They also initiated an identity fraud dispute despite my protests, as I was not disputing the authenticity of my credit card application ; however, the representative advised it needed to be done as well. 

I called the Executive Office the following week, on XX/XX/XXXX, and was advised the case would be assigned to someone to be worked on. I was advised the person 's name was XXXX  who confirmed a few days later that this process could take 7-10 business days to resolve, as I was calling every couple of days. 

Today, XX/XX/XXXX, I called in again and was transferred to a new person named XXXX, who advised that they actually had just received this complaint and that it would take 10 business days to resolve. 

I asked XXXX to be transferred to a supervisor or manager but was advised they were not available and that they would give me a call back. I have been told multiple times that someone would be in contact before, yet never once have I received a single call from anyone ; I've been the one to always call in. 

This is extremely upsetting, as this essentially meant that nothing was done in those first 7-10 business days. I first applied for this credit card at the end of XXXX, and at this point, I have yet to be able to activate/use it nearly a whole month after applying.

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