Consumer complaint received 2025-12-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I made an ACH transfer payment on XX/XX/XXXX to my world elite Wells Fargo bilt Mastercard. I have the ACH number associated with the transfer for a total of {$1900.00}. It took days and it still showed not being created so on XX/XX/XXXX I created a case with their escalation department to verify what was going on. From that date forward they said they were figuring it out and would provide me detailed information and follow-up communication about the case status. Case handler name is XXXX and XXXX was the case number provided. He gave me a phone contact number with an extension that has never worked and he rarely if ever would answer any calls in when I tried to get transferred from the front line phone number by dialing XXXX and ask to speak to him. He has never sent an additional email. He stated he sent me a letter on XX/XX/XXXX and to this date and this writing it is still not here XX/XX/XXXX and it is not in my mail today. I called over and over since this letter was supposedly sent to get clarification and he has never answered a single call in. I asked to speak to a manager on multiple occasions by calling this number XXXX and his extension of XXXX. This number has never reached him and says it is not a working extension when I call it. Regardless over the past several weeks I have never received a call back from this department or a manager. I have several dispute case numbers but no result from any of them. I asked XXXX repeatedly if any balance was due as my statement reflected XXXX and in their rules for handling of dispute it says fees and interest and charges would not be added during the dispute process. Come to find out they did have a balance on my account and they charged me an interest charge even though said agent repeated more than once that my balance should be XXXX. Of course apparently he never checked or did anything. I spent XXXX hours on my last call with their department going around in circles again attempting to speak to a manager. I spent 6 hours today yet again getting transferred to wrong departments, other categories in the business, multiple times to the executive offices and they state they do not have any power to look into anything and that they can just create another case number and that this would then take another up to 10 days to find some result to then be able to call me back even though I have never got any information from the first case dispute opened on XX/XX/XXXX. This is linked with my other dispute filed against XXXX XXXX that I had filed previously as a different case number as none of the agents involved listen or follow up. Same thing asked for manager and customer service return call and got none. It has now affected my credit and my DTI and it also pushed my credit over the limit even though I have the ACH number, my bills have all been paid on time and in full every month without any late payments. I am disturbed that it has been more than one month for an ACH transfer and their own excuse was well if you had a wells faro checking or savings account this would not be a problem. Hilarious. I will never do business nor provide then a nickel of my money to hold no to. Horrible service, horrible handling. I again have at least 4 or 5 open disputes according to the one manager I spoke with today but XXXX calls back and XXXX information from any department. Wasted at least 14 hours of my own personal time on the phone over the last month and half and yet not one pertinent call or relevant information from their company at all from customer service, executive offices, management, or billing.

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 monetary relief