Consumer complaint received 2025-01-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
WF Case No. XXXX, assigned account representative : XXXX XXXX, XXXX. 
XX/XX/XXXX - reported issue with registering card online. Told to schedule appt. w/local branch and they could fix. 
XXXX wk - called to make appt. & told didn't need to they could fix over phone. Was on phone 1 hour 10 min. before 5 person transferred to said I had to go to branch. I called the local number and made appt. for Saturday, XX/XX/XXXX @ XXXX XXXX. 
?? - received call from " XXXX '' who said she was assigned and would have resolved by XX/XX/XXXX. She was only addressing the fraudulent accounts they say were closed in XXXX  but were open enough that my name and SSN were still associated with it and allowed them to put my credit card under that profile. 
XX/XX/XXXX - met XXXX XXXX XXXX With her for 2 hours ; she was transferred 7 times; told her Manager needed to call. 
XX/XX/XXXX - XXXX and XXXX, XXXX XXXX XXXX called and were unable to get resolved. They filed " Escalated Complaint. ''?? - received calls from several different individuals, all saying they were now assigned, not acknowledging any knowledge of anyone else being involved, and each giving me new resolution dates. Started with XXXX, then went to XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and now XX/XX/XXXX. 
XXXX - met w/XXXX  ( XXXX. XXXX. ) at XXXX branch for 1 & 1/2 hrs. She just apologized and said there isn't anything they can do and I should call the toll free Customer Support number. I asked her to get Legal on the phone, she said she couldn't, and I told her I wasn't leaving until she got someone on the phone. After she searched for about 20 min. she offered me a post-it-note with the phone number for the Executive Office/Escalation Dept . and said to call them. I refused her offer and asked her to call them and see how far she got. She finally did and after being transferred several times, got the name XXXX XXXX and his email address and told me he was handling it and I would hear from him. 
XXXX- received a call from " XXXX '' - said he was the highest ranking individual I could speak with and he would have it resolved by XX/XX/XXXX. 
XXXX - after call from XXXX I received call from " XXXX '' who had said it would be resolved by XXXX. She reported the fraudulent accts were closed and I would get a letter. She said XXXX was with the credit card department and he would be handling that. 
XX/XX/XXXX - I called to see if it had been resolved. They said they don't know who " XXXX '' is but XXXX is my account rep and he had been unable to resolve the issue and needed an extension to continue working on it and the new " resolution date '' is XX/XX/XXXX. 

I have a payment due XX/XX/XXXX and am afraid to make it. Where will it get credited to? I can't confirm that because I can't see anything about that account online. 

I would take out another credit card with 0 % interest and transfer from the WF card but I can't even do that because I can't access the card.

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