Consumer complaint received 2025-10-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
In the spring of XXXX, Wells Fargo sent several letters offering what appeared to be a " too good to be true '' deal. Basically, they stated that I could do a balance transfer for a 0 % balance transfer fee ( {$0.00} minimum ) and receive a promotional 0 % interest rate. After this offer expires, the fee will be up to 0 % with a minimum of {$0.00}. My Wells Fargo account does not have the ability to send secure messages, so all I could do was call. I called Wells Fargo at least XXXX  times, asking about this fee and that it means to the money that I transfer if the fee would be " up to 0 %. '' The agents I spoke with had to put me on hold, talk to others, but the consensus was that if I did a balance transfer, I would need to pay the minimum due during the promotional period - and after the promotional period. XXXX of the agents said Wells Fargo was providing this offer to select customers and then because my account was coded under the XXXX, the interest rate would remain at 0 % provided I paid the minimum. XXXX agent helped me setup my autopay to make sure the minimum was paid so that I would always be in compliance. Another agent was nice enough to explain that I need not do a balance transfer, but simply write the super checks I had to myself and use the money for whatever I wanted. I recall that I did verify, with each person, that the call was recorded just in case there were issues and at least XXXX of them promised there would be no issues. However, in my XXXX Wells Fargo Credit Card statement, I was charged interest, despite not supposed to being charged interest as the recorded calls will verify. I called Wells Fargo and disputed the interested with XXXX of the agents, and he said that he would open up an investigation and they would work to resolve this. The terms and conditions with my credit card states that if I have a disagreement, the amount in dispute would be suspended pending the outcome of the investigation. Here XXXX already been charged over {$300.00} in interest and if I dont pay that amount, I will get hit with additional interest. When I asked the individual who was conducting the investigation about the interest, XXXX stated all her office does is investigate. I explained that I should not be charged interest if I believe the interest is being improperly charged to my account and that is the whole reason a help ticket was created by Wells Fargo. Despite being told by XXXX that should would have this resolved by XXXX XX/XX/XXXX, I received a voicemail from her that the investigation would need more time, and that she would try and get back to me " by XX/XX/XXXX. '' By that time, I will be hit with at least XXXX if not, XXXX additional months of interest, the charging me of which is the basis of my disagreement with Wells Fargo. I have asked them for copies of the recorded phone calls that I had with Wells Fargo where more than XXXX agent clearly stated at the end of the promotional period so long as I continue paying the minimum amount due, I would be charged no additional fee fees. Rightly so Wells Fargo has been the subject of several government investigations I firmly believe that this is XXXX of many additional violations that Wells Fargo continues to engage in.

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