Consumer complaint received 2023-11-22
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:
I bought a 4 wheel alignment from XXXX on or around XX/XX/XXXX. The merchant was named " XXXX XXXX XXXX XXXXXXXX ''. On XX/XX/XXXX I went in for the service. They took my car back and I waited for 2 hours during which no one came up to me. The manager viewed/redeemed my voucher after those 2 hours, while still not providing an update. About 20 mins later, a technician came up to me to say that they didnt do the 4 wheel alignment because the back was too hard for them and that I needed parts changed. Again no one told me any of this during the 2 hour wait or before they redeemed the voucher. I was told the only way Id be able to get the full 4 wheel alignment I had already paid for was if I came to them and only them for new parts which would be XXXX $ +. Only then would they do the full alignment. I paid for a service that was not done, my car is still pulling to the right and shaking even worse than before. I was told the only option for me to get the full service was to come back to them within 30 days and spend more money. I first contacted XXXX on XX/XX/XXXX for a refund. I went back and forth with them for nearly a week, during which I spoke to at least 5 different agents who were obviously copying and pasting generic responses, without actually reading my complaint. My issue was finally escalated on XX/XX/XXXX to a supervisor named XXXX XXXX who stated that since the merchant marked the voucher as redeemed they can not process it on their end but I can contact my financial institution and they will assist/cooperate in anyway so that I am refunded that way. I submitted a dispute with Wells Fargo on XX/XX/XXXX referencing the subject XXXX # XXXX Refund which correlates to the email thread I had been communicating with XXXX on. I received a provisional credit of {$82.00} on XX/XX/XXXX from Wells Fargo, claim reference # XXXX. I never got any type of correspondence from XXXX or Wells Fargo after that, until XX/XX/XXXX when I saw an {$82.00} credit reversal pop up on my account. I called WF and they informed me that at first XXXX had been cooperating with their investigation but then they suddenly refused to pay out the claim giving the same generic reasoning I had been given via email. Although I provided a computer generated diagram from the auto shop showing that my alignment was not done. I was instructed by Wells Fargo to contact XXXX again because the claim was closed/denied on their end. I followed up with XXXX for an explanation on XX/XX/XXXX. I again went through the saga of speaking with multiple agents who either refused to help or kept replying with generic copy and paste messages. My issue was again escalated to a supervisor named XXXX XXXX on XX/XX/XXXX who again sent me the same exact message I had received from other agents. Although they claimed in their response that I can reply back with any further concerns or " let them know how they can be of further assistance '' my reply on XX/XX/XXXX was ignored and my subsequent follow up on XX/XX/XXXX has also gone unanswered.

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