Consumer complaint received 2023-05-10
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This marks my second formal complaint directed towards Wells Fargo. I find it unnecessary to restate my concerns as their previous response demonstrated a lack of attention toward the content of my communication. It is evident that I am justified in this matter, while the sellers involved exhibit unethical business practices. 

I would like to address the issue at hand involving Wells Fargo Bank and XXXX. The situation unfolded when I purchased two identical cameras, namely the " XXXX XXXX, '' from XXXX for my XXXX XXXX XXXX. After realizing that I only needed one camera, I decided to return the other. The seller for one camera was Beach Camera Same Day Shipping, an independent seller on the XXXX XXXX, while the other camera was sold directly by XXXX. 

Unfortunately, during the return process, I mistakenly shipped the wrong camera to XXXX XXXX. As both cameras were identical models ( both being XXXX XXXX ), with the only difference being the serial numbers. It was an honest mistake. 

Weeks passed without any progress on the refund, and I contacted XXXX XXXX to inquire about the status. They informed me that I had returned a camera with a different serial number, and they were unable to issue a refund. I apologized for the mistake and offered to send them the correct camera while requesting the return of the one I had shipped by error. They agreed to the arrangement, and I paid for shipping to send the correct camera back to them. 

I diligently tracked the shipment and confirmed its delivery to XXXX XXXX 's warehouse. However, when I inquired about the refund and the return of the camera I had sent, they claimed they never received it. They assured me that they would investigate the matter, but months went by without any resolution. They even refused to return the camera I had mistakenly sent, despite providing the serial number as evidence that they possessed it. Furthermore, they denied receiving the correctly returned camera, even though the tracking information clearly indicated delivery and confirmation by their warehouse During this time, it appeared that XXXX XXXX profited from this situation, as they retained both my money ( approximately {$1300.00} ) and an additional camera, all while evading any consequences. I was unable to file an A-Z claim or report the seller to XXXX due to the closure of my XXXX account around the same time, citing " too many returns. '' This account had been active since 2014, with numerous purchases made over the years. While returns were inevitable, they were always conducted promptly and in compliance with XXXX 's policies. I feel disappointed and let down by XXXX 's treatment in this matter. 

Facing a lack of recourse, I reached my breaking point and resorted to threatening the seller with legal action and complaints to relevant consumer protection agencies. Eventually, they relented and returned the camera they had been holding hostage. However, they failed to provide a refund for the original camera I had returned, resulting in their profit without any loss of inventory. 

Realizing that resolving the matter with the seller would likely entail more lengthy exchanges, I decided to initiate a chargeback through my bank, Wells Fargo. I explicitly explained to the Wells Fargo representative that the reason for the dispute was the failure to receive a refund despite returning an item and providing tracking information. Though, to my surprise I received a letter from Wells Fargo stating that they had reversed the claim, alleging that the charges were authorized by me or someone with my permission. This decision was inexplicable since I never claimed unauthorized charges or reported a stolen card. My intention was solely to dispute the non-refunded purchase. 

When I contacted Wells Fargo 's claims department to seek assistance, I faced lengthy wait times on hold. Eventually, when I spoke to a representative, I was informed that they could no longer assist me as the case had been finalized. The representative also mentioned that the documentation provided by the XXXX seller supported their version of events, including a dispute claiming that I had returned a completely different camera. It was infuriating to discover that the seller had lied in the documentation to shift blame onto me, especially considering they were able to provide documentation while I was unable to do so. Despite expressing my frustration repeatedly, the representative offered only apologies and stated that the case had been closed, suggesting that I reach out to XXXX for further assistance. Frustrated and recognizing the futility of pursuing help from both Wells Fargo and XXXX, I ended the call. 

In hindsight, I regret attempting to resolve the matter directly with the seller and now realize that reselling the camera would have been a simpler solution to recoup my losses. However, with neither XXXX nor my bank willing to assist me, I find myself in a precarious financial situation, being approximately {$1300.00} in debt without any recourse. 

I would like to emphasize once again that my mistake involved shipping a camera with a different serial number, while both cameras were identical models. Despite this error, I promptly acknowledged and rectified the situation by arranging to return the correct camera and requesting the return of the mistakenly shipped one. Our agreement also included a refund for shipping costs, for which I agreed to cover the shipping expenses. 

Unfortunately, due to the passage of time since XXXX of last year, the tracking number is no longer accessible as XXXX discards tracking numbers older than 120 days. However, I possess proof of receipt from XXXX  and am confident that if the involved companies take my claims seriously, they can contact XXXX and utilize their internal systems to verify the tracking number 's authenticity. 

Regarding documentation, I regret that some evidence is no longer accessible due to the closure of my XXXX account. However, I still have relevant correspondence saved in my email. While the provided evidence may lack some context and is not presented in chronological order, I will offer explanations to supplement it. 

1 : This screenshot represents my initial contact with Amazon regarding the situation. The displayed tracking information pertains to the correctly returned camera. During this conversation, the representative suggested filing an A-Z claim, but I declined, believing the seller would resolve the matter without resorting to such measures. After this chat, I contacted XXXX again to cancel the claim. 

2 : Please refer to point 1 for context.

3 : Please refer to point 1 for context.

4-4c : These screenshots serve as evidence that the images correspond to the correctly returned camera. 

5 : This document demonstrates that the issue has persisted since XXXX. 

6 : This is my initial communication with XXXX after they closed my account. The closure was prompted by my statement to a chat representative regarding the absence of a refund despite the tracking information indicating delivery. This conversation relates to the camera I mistakenly returned, before discovering it was the same model with a different serial number. 

6a-6b : These email replies were sent to XXXX, accompanied by tracking information. The recipient address on these emails indicates that they pertain to the wrong camera shipped, as it shows a " return dock '' rather than the provided address by the seller. 

7 : This document confirms the agreement made with the seller, wherein I agreed to return the correct camera while expecting the return of the mistakenly shipped one. It also includes the condition that a refund would be issued if I covered the shipping costs. 

8 : This communication from the seller informs me that the camera I had returned was incorrect, thus justifying the lack of a refund. It also demonstrates their possession of the wrong camera for several months. 

9 : This document showcases the seller 's feigned cluelessness and their continued possession of both cameras until XXXX. 

10 : These screenshots highlight the seller 's lack of response for a period of 10 days, despite their promise to assist me. It also reveals my support for them, only to be treated in such a manner. 

11 : The subsequent communication with the seller consists of generic responses and further wasting of time. 

12 : The seller responds 14 days later, claiming they can not locate the package and attempting to shift blame onto me by mentioning the weight discrepancy, which resulted from my failure to return certain attachments that were included. 

12a : My response addresses their claims and provides clarification. 

13 : The seller declares their inability to assist me at all.

14 : XXXX XXXX not only refuses to refund the money they kept but also retains their original camera while holding the camera I sent them hostage. 

14a : Frustrated with their actions, I express my exasperation.

15 : The seller 's response to my previous communication.

15a : This crucial piece of evidence displays the exact information provided by the tracking number before it was discarded for exceeding t

he 120-day limit. It also reiterates our agreement. 16 : Finally, the seller releases the camera they had been holding hostage. However, they never responded to my message. Consequently, I promptly initiated a chargeback with my bank for the correct camera that I returned but never received a refund for. 

I hope this additional information provides a comprehensive overview of the situation, highlighting the sequence of events and the challenges I encountered while seeking resolution. 

I sincerely hope that my case is taken seriously and that the full extent of the hardships I have endured, from dealing with an uncooperative seller to contacting Wells Fargo, filing my initial CFPB complaint, facing denial, and now rewriting this complaint, is duly acknowledged. It is disheartening to find myself still burdened with a debt of {$1300.00} despite my efforts to rectify the situation. I trust that a fair and thorough investigation will be conducted to provide a resolution and alleviate the financial strain I have experienced.

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