Consumer complaint received 2022-06-02
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I opened a dispute with Wells Fargo ( WF ) on XX/XX/2022 to dispute a purchase I made with XXXX XXXX ( XXXX  ) for a XXXX laptop and extended warranty ( XXXX ) for the device in the amount of {$2200.00}. The device was defective and kept freezing and I attempted to return in store to no avail and was informed I had to ship the product out. My return window date expired on XX/XX/2022. I shipped the item before that date and received confirmation from XXXX XXXX XXXX agent ( attachment ) before shipping that as long as the item was scanned by XXXX before the warranty period ended I was covered. 

I returned the device within the timeframe and XXXX denied my refund after a month of hassle and a verbal confirmation from a manager at the XXXX XXXX XXXX store ( XXXX ) who informed me that I would receive a full refund within 24-48 hrs. I filed the dispute with Wells Fargo and provided evidence of Best Buys return policy, my return time frame, the store receipt, conversation with XXXX XXXX XXXX, return shipping label from XXXX, proof of delivery, and an email from XXXX a month later denying my refund and acknowledging that they have the product in their warehouse ( attached ). XXXX denied my refund and verbally told me it was denied because they received the product late and of course had no proof of when they received the product. XXXX proof of delivery shows they had the product since XX/XX/2022 ( attached ). 

After 30 days on XX/XX/2022 Wells Fargo sent an email stating the case was closed and I would receive a letter via mail detailing the investigation. On XX/XX/2022 they reversed the provisional credit and I still had not received the letter of explanation. I called on XX/XX/XXXX and spoke to a claims rep that looked over my file. He discovered the dispute investigation letter along with any other mail during the time of the investigation was sent to an incorrect address which was changed over a year ago at Wells Fargo. He also told me he would reopen the case and asked for some name clarifications or if I could provide anymore documents. I updated my statement from XX/XX/2022 to include info regarding name discrepancies ( attached ). After not hearing any word back from WF I called on XX/XX/XXXX to inquire about the status of my re-dispute to which I was informed it was closed and would not be investigated again. I requested the reason behind the decision and was told that XXXX XXXX sent a letter that they returned the device. I had not heard from XXXX XXXX since XX/XX/2022 when they stated my refund was denied and they would email a tracking number for the returned DEFECTIVE device that would take weeks to receive due to their backlog. I requested the tracking number XXXX provided Wells Fargo and I was given a silent response from their claim rep. I requested for this issue to be escalated and was told I would receive a call back either that day or the next day by XX/XX/2022. 

I called at XXXX on XX/XX/2022 to request all documents/evidence provided during the investigation to be sent to me. The rep informed me the request was approved and would be provided within 30 calendar days. I then requested for him to review the evidence XXXX  provided and inform me how they came to their decision. After a 5 minute hold the rep came back and told me that XXXX XXXX didnt provide any evidence. Still thoroughly confused on how I lost my dispute when the merchant never responded nor provided any evidence, I was then told that for me to win the dispute I had to provide additional documents such as a refund claim receipt or acknowledgement of some sort. The only acknowledgment I received was verbal from the store manager who wrote down a confirmation number and I immediately disputed the transaction with WF after I received an email from XXXX after the fact denying my rightful return claim with no reason behind the denial. It would be impossible for me to receive a refund acknowledgement from XXXX after this dispute which was the entire reason behind me disputing the charge with Wells Fargo in the first place. 

Wells Fargo has failed to provide proper investigation nor evidence from the investigation as to why my full refund was denied for a defective device that was returned within the timeframe according to the merchants policy and employee confirmation. I have received XXXX correspondence from the merchant since XX/XX/XXXX, no laptop, and no money since XX/XX/2022. If Wells Fargo did a proper investigation, there should be evidence from XXXX XXXX that includes a reason for denying returned item along with proof to support that claim, correspondence from merchant to me regarding the device, tracking numbers, and proof of delivery/signature of said returned item. I provided WF all of this information to support my claim and XXXX XXXX doesnt even have to respond and somehow they are ruled in favor of. 

Wells Fargos claim representatives also failed to communicate to me a legitimate reason that includes sufficient evidence behind denying my dispute claim. They all have different responses regarding the claim and evidence. Ive attached all documents sent to Wells Fargo to support my claim against XXXX XXXX.

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