Consumer complaint received 2024-01-19
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I started treatment with XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX to fix XXXX  with my XXXX. I paid the deposit ( {$250.00} ) to start on XX/XX/XXXX, and received all XXXX  of my XXXX  XXXX  on XX/XX/XXXX. They told me I would be done with treatment on XX/XX/XXXX. I was making monthly payments of {$78.00} with XXXX lender, XXXX XXXX XXXX XXXX. All was going well with the treatment, until I got to XXXX  number XXXX. They were made incorrectly and did not fit my XXXX. I reached out to XXXX customer service, did a video chat with the heath care consultant and they confirmed the XXXX  werent made correctly and they would send a replacement set. This was in mid XXXX. I had to wait XXXX XXXX  before I received this new XXXX  and set XXXX, so my treatment time was pushed back to conclude XXXX XXXX. The consultant I spoke with told me I should have no problems with the rest of my XXXX, but if I did to reach out. I wore set XXXX for XXXX XXXX  like I was supposed to, and wore set XXXX for XXXX XXXX like I was supposed to. When it was time for me to switch to XXXX  XXXX on XX/XX/XXXX, they didnt fit. I called customer service again, we did a video call and they confirmed yet again that the XXXX  was made incorrectly. They asked if I could try on XXXX  XXXX, I did and that also didnt fit. They told me I could either wait another XXXX weeks to get new sets, or just cancel my service for a refund all together, since this was the XXXX  time I was having this same issue. I told them I didnt want to wait that long because my treatment was already delayed XXXX XXXX, and I didnt want it to be set back another month. They said theyd still send me new XXXX anyway, but they would put in the request for cancellation. I got an email on XX/XX/XXXX that the new XXXX  would be shipped, and then got another email XX/XX/XXXX stating they received my request for cancellation and that someone would reach out within XXXX business days for next steps.About XXXX hours later, on the XXXX XXXX announced they shut down all operations effective immediately. I was preparing to go out of the country so I filed a dispute with Wells Fargo on XX/XX/XXXX for the deposit, and XXXX of monthly payments ( XXXX, XXXX, XXXX ). They denied my claim so Im trying to figure out what my next steps are. I want my money back, so that I can begin treatment with XXXX. Even if I wanted to continue treatment since I have all of my XXXX, I couldnt since the next XXXX sets I needed do not fit. XXXX  are worn in a sequential order so if the ones up next dont fit, the ones after surly wont either, since my XXXX  are moving. With that being said, the XXXX with my XXXX  still hasnt been addressed and corrected, which is what I was paying XXXX for, and Im not satisfied. I was told that I could get a refund but because the company shut down, that never happened. Dispute receiving an email saying my new XXXX  were on the way on XX/XX/XXXX, I never received them.

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