Consumer complaint received 2023-01-26
Company: WELLS FARGO & COMPANY
State: NJ
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 customer service

Complaint:
A fraudulent service provider made unauthorized charges on my Wells Fargo credit card. I contacted Wells Fargo customer service and opened disputes of the charges under two separate dispute numbers. I provided supporting documentation and have eyewitnesses and experts who are ready to testify for both disputes. I had to follow up dozens of times to ensure action was being taken to progress both disputes. One of the disputes progressed and resulted in a {$950.00} credit being placed back on my credit card. I contacted credit card customer service to have that money moved back to my Wells Fargo savings account, where it came from, which they did in approximately 2 days. The other dispute was deliberately stonewalled due to it being more material ( two charges of {$2900.00} each ). Wells Fargo customer service admitted to it being stonewalled on a recorded line, which caused me to go into my local Wells Fargo branch to advise them of this. The local Wells Fargo branch determined that the credit card customer service deliberately withheld the fact that they needed one piece of additional information. I immediately provided that information to the staff of the local Wells Fargo branch who provided it to the credit card customer service. Today, XX/XX/23, I received two credits for the charges under the second dispute. This process took 19 days ( started XX/XX/23 ), which is outrageous. I contacted credit card customer service to have that money moved back to my Wells Fargo savings account, where it came from. I was informed by credit card customer service that it would take 30 days, which I found outrageous. When I questioned them about it, they first told me it was due to the materiality ( it being over a {$2500.00} threshold ), which is irrelevant. When I questioned them about whether that money would be moved back to my Wells Fargo savings account, where it came from, they were evasive. A supervisor told me that they had to conduct an investigation and review the validity of transferring the money to my Wells Fargo savings account before doing so. Further, they could not tell me whether it would be in the form of a paper check or an electronic transfer to my Wells Fargo savings account. I have concluded that Wells Fargo is deliberately stonewalling me again and has no intention of rightfully putting that money back in my account, in spite of those credits being made to my Wells Fargo credit card. Wells Fargo credit card services is deliberately denying me access to my own money that I have entrusted to them as a fiduciary, which I believe is a violation of the law. They also have engaged in fraudulent activity, lying and stonewalling every step of the way. I have escalated these issues to the Wells Fargo XXXX XXXX XXXX Team under three separate complaints XXXXXXXX XXXX XXXX XXXXXXXX. No action has been taken to date to remedy any of this malfeasance.

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