Consumer complaint received 2025-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
I responded to a solicitation to get this card in XX/XX/year> for its attractive balance transfer promotion. I got the card in XXXX, and ordered the XXXX  XXXX XXXX at that time, which executed, and I planned to do a smaller one in late XXXX. Starting on XXXX XXXX, XXXX, I tried to order a balance transfer online repeatedly, but always got the following message : " Online balance transfer is not available at this time. Please request a balance transfer by calling XXXX, or try again later. '' I called, and the process required the agent sending me a security code only by text message ( WF wouldn't allow it sent to email ), which they couldn't do. That is the issue of this complaint. I have spoken to probably 15 WF agents, at that number, transferred to Fraud Dept agents, Everyday Banking agents, 2nd tier support, the Executive Office, and a vendor that handles their complaints, all with no resolution. I've been disconnected, transferred without warning or introduction to someone who couldn't help me, told that it would be fixed multiple times by different WF agents, but that I had to wait from 24 hours to 3 business days for them to be able to send me a security text message. I've spent hours on the phone, trying to do the balance transfer from XXXX XXXX to XXXX XXXX. Finally, the last agent I spoke with reminded me of checks that came with my card that I could use for the XXXX. I had a pressing time issue to do the transfer before the interest rate on the card I was transferring from was about to skyrocket. I didn't know that I could use the checks to write to myself at the promotional XXXX rate, but that agent assured me that I could, so that is how was finally able to do the XXXX on my own by writing the check to myself, depositing it in a local bank, and then sending it electronically to the other card account. However, the problem with future communications remains as WF has not resolved the issue of being able to send me a security code. The last straw that has made me come to CFPB is that after I finally complained to WF 's highest level, the Executive Office, they created a case # and sent it to a 3rd party called " XXXX XXXX XXXX  '' and told me to allow 10 business days for a resolution. I said I didn't have another 10 business days to wait, but there was no other option. The next day, the agent assigned my case emailed me through a different system for which I had to create another online account to read. It merely told me that he'd respond to my complaint within 10 business days. I called the phone number and extension to explain that this was a pressing matter that couldn't wait 10 business days, but I got a different agent who said there was nothing I could do but wait. Today, XXXX XXXX, I finally got the agent 's " resolution '' to my complaint, which was to say that he saw some of my attempts to order the XXXX on the phone, that my account was fine, and that he saw that I got the XXXX by check. Case closed! He didn't even communicate with me about the problem other than to say case closed! As I wrote above, their website isn't fully functional for long periods of time ( at last 2 weeks on this case ), and my attempts to get service on the phone were stymied by WF 's insistence on saying it wouldn't or couldn't send me a security code only via text message. That needs to be fixed, and I hope that CFPB gets someone at WF who actually cares and is competent to fix this.

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