Consumer complaint received 2025-04-22 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: NC

Complaint narrative:
This is about Wells Fargo 's customer service as it relates to replacing a credit card : XX/XX/XXXX -Called the fraud phone number, forced through their normal computer screen. 
-Initial agent could not process the transaction after XXXX minutes -Next level agent finalized the process in XXXX minutes -Promised delivery on XX/XX/XXXX XX/XX/XXXX -New card not delivered -Called the fraud phone number, forced through their normal computer screen. 
-Initial agent informed me there was no record of request for expedited delivery. Would need to cancel the card that is in transit and issue a new one. I agreed. 
-Transferred to next level agent to complete the process. Had to get validated again. Had to explain the situation again. 
-Agent puts me on hold. 
XXXX minutes later, with no indication that anyone knew I was on hold, I hang up. 
XX/XX/XXXX Try Again -Called the fraud phone number, forced through their normal computer screen. 
-Computer system sent me to the Debit Card area. Initial agent transferred the call to the Credit Card area. 
-Initial agent quickly understood the situation and transferred the call upward. 
-Next level agent handled the situation : cancelled the card in transit and claims a credit card with a new number will be delivered either XX/XX/XXXX or XX/XX/XXXX. It will need to be manually created since the first one was just shipped. 
All told, I spent well over one hour to report fraud and reset the new card shipping problem. Most of that time was with the computer or an agent reviewing history and asking the same questions over and over again. 
OK, I'm exhausted writing this : ). Here are the problems : -Computer system is time consuming. There is no way to go to a live human when the preconceived responses do not address the situation. 
-Well Fargo does not train their employees. I spoke with XXXX agents, up to now. XXXX of them seem to know what they are doing. The first initial agent had a hard time with XXXX. In checking the validity of other charges, he could not read XXXX XXXX ( tried to sound it out but couldn't ) and said XXXX 's as XXXX 's. I am not criticizing the individual. In fact, I admire his efforts to have and hold a job. 
-Wells Fargo 's fraud detection algorithm is horrible. This will be our XXXX fraud related new card in 9 months. No one else uses our cards but my wife and myself. Only in restaurants are they out of our possession. They seem extremely vulnerable to 'tap " transactions. 
-Wells Fargo does not care about their customers. When one takes this experience, the difficulty getting to a banker at the local branch, conflicting advice when talking to agents online, I would urge everyone to stay away from them. As difficult it would be, we are exploring what it would take to move all our banking ( significant checking balance and Visa activity ).

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