Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5706777
Complaint Overview
Complaint ID: 5706777
Company: Wells Fargo & Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with cash advances
State: California
ZIP Code: 93534
Date Received: 2022-06-24T12:00:00-05:00
Date Sent to Company: 2022-06-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX of 2021, I called in and spoke with a rep from the Wells Fargo Credit Card department. She assisted me with a balance transfer from the Wells Fargo credit card to my XXXX credit card. I wanted to pay off the balance due which was {$500.00}. I gave her the number on my XXXX credit card. She said everything was completed. In XXXX of 2021 I received a late fee from XXXX in the amount of {$35.00}. They NEVER received the funds. I immediately called Wells Fargo and the next rep from the credit card department said they have no idea where those funds went, but since they literally vanished into thin air, they will be returned back onto my card within XXXX billing cycles. I called in several times between XXXX and XXXX and they had no record of anything being looked into. Finally, things were escalated and I receive a letter stating Wells Fargo does not give refunds, so if I want my money back I would have to contact the XXXX directly. I reached out to the corporate office in XXXX. They said they would look into it and on XX/XX/XXXX I received yet another email stating I needed to contact the " payee '' ( XXXX ) to get my money back. Everyone at Wells Fargo is ignoring the FACT I have proof XXXX never received the payment! Am I to sound like a crazy person calling XXXX and demanding funds back they simply don't have? The first rep made a mistake. It's her job to know the requirements for a money transfer. If something didn't look right, if they make mistakes, if it didn't fit some criteria, it is Wells Fargo 's responsibility to make it right. I made several transfers, all through reps, within the first 90 days as the card allowed... This is the only one that went awry. They are asking me to pay on BOTH accounts totaling {$1100.00}!! I STILL had to pay express a separate {$500.00} which I did in increments ... AND the {$500.00} to Wells Fargo for the failed transfer. Wells Fargo keeps sending me " proof '' on their end that they processed my request BUT I have proof XXXX never received those funds! This is a million/billion dollar company who isn't taking responsibility. I am a single mom who is being punished for the Wells Fargo representatives error. I was promised in XXXX of 2021 I would receive the funds back. I simply want Wells Fargo to honor what they told me. Thank you for your help!
Frequently Asked Questions
What is Complaint #5706777 about?
Complaint #5706777 was filed against Wells Fargo & Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-06-24T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.