Consumer complaint received 2023-04-10
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXX Observed unauthorized charges of {$69.00} posted on Wells Fargo American Express card. 



XXXX Called Wells Fargo and requested charge not be paid, explained to Wells Fargo Rep that charges were false and no product received or available as advertised by XXXX XXXX. 



XXXX Received e-mail letter from Wells Fargo stating complaint was active, and no payment or fees due during review. 



XXXX Received second e-mail letter from Wells Fargo stating we are currently investigating your dispute. Again stated notice would appear on bill that no payment or fees due during inquiry. 



XXXX Received a 3rd e-mail letter stating transaction being researched ( 2nd e-mail for XX/XX/XXXX ) XXXX XXXX No response from Wells Fargo . Second fraudulent charge appeared on Wells Fargo statement for {$69.00} to XXXX XXXX. 



XXXX XXXX No response from Wells Fargo XXXX 60 days now passed, 3rd fraudulent charge appeared on Wells Fargo statement for {$69.00} to XXXX XXXX. 



XX/XX/XXXX, XXXX Received 4th e-mail letter from Wells Fargo stating transaction being investigated. 



XX/XX/XXXX, XXXX Received 5th e-mail letter from Wells Fargo stating continue to research transaction. 



XX/XX/XXXX, XXXX After 4th e-mail letter claiming dispute being looked at, I wrote e-mail letter to American Express corporate in New York voicing my issues. Received a response that I needed to send concerns to Wells Fargo corporate ( letter emailed on XX/XX/XXXX is attached- very important. ) XX/XX/XXXX, XXXX Received 5th e-mail letter from Wells Fargo claiming progress being made. 



XX/XX/XXXX, XXXX 6th e-mail letter received from Wells Fargo claiming progress being made. 



XXXX XXXX e-mail letter received from Wells Fargo claiming progress being made. 



XXXX XXXX hours later, received e-mail letter stating case closed, no refund available, I had to pay charges. Note : Wells Fargo XXXX XXXX XXXX acknowledged receipt of my issues on XX/XX/XXXX. From XX/XX/XXXX through XX/XX/XXXX, I received 7 e-mail letters claiming my issues were being reviewed. 



Even after my long phone call with Wells Fargo reps on XX/XX/XXXX, my complaint was not acted upon until XX/XX/XXXX. By this time, I had been billed {$69.00} for XXXX, XXXX, XXXX of XXXX and XXXX of XXXX. 





XXXX XXXX Complained about incomplete inquiry by Wells Fargo Rep XXXX XXXX . Disputed the explanation that I had enjoyed the use of XXXX XXXX. Absolutely no evidence, or electronic data exists that shows I watched XXXX XXXX. 



XXXX Opened a dispute regarding Wells Fargo rep and the misleading, inaccurate info supplied to me, pretending to be working on my complaint. 



XXXX Wells Fargo Rep XXXX in the executive office opens investigation on my issues, by XX/XX/XXXX and no response, I lodged another complaint. 



XXXX Wells Fargo XXXX XXXX started investigation on file # XXXX XXXX While opened case under review, Wells Fargo XXXX XXXX me to the credit bureaus. XXXX XXXX decreased by XXXX pts ( XXXX to XXXX ). All Wells Fargo correspondence to me both written and verbal states no payment is required while issues under review. 



See email attached dated XX/XX/XXXX. 



XXXX Spoke to Wells Fargo rep XXXX XXXX Offered to pay just debts, stated she could not determine correct charges from disputed charges, this offer was made to Wells Fargo rep XXXX, 10 days earlier transferred to XXXX in Wells Fargo executive office. Offered to pay just debts minus disputed charges. Stated he could not help me but would inform the case rep XXXX and he would call me to follow-up. 



XXXX Wells Fargo rep XXXX in executive office opened case inv # XXXX. 

Letter dated XX/XX/XXXX from Wells Fargo rep contained untruthful info that the merchant XXXX XXXX provided proof that I continued to enjoy their product. TOTALLY FALSE. I have never watched XXXX XXXX. I asked Wells Fargo Rep to provide me with evidence and they did not respond. Digital/electronic records proves this. 



XXXX Spoke to Wells Fargo rep XXXX  . He advised me to make a payment, despite the contested charges. Three days later XX/XX/XXXX, I made a payment. 



XXXX Despite payment made Wells Fargo suspended credit card. Credit score reduced again by XXXX to XXXX points. 









I have attached multiple pages ( within limits ) outlining the harm Wells Fargo did to my credit rating. I have had 2 Wells Fargo accounts ; on one, I made XXXX consecutive monthly installments, and on the Wells Fargo American Express card I made XXXX consecutive monthly payments. XXXX XXXX were not made because Wells Fargo XXXX XXXX writing that no payment was required until the dispute was completed. Wells Fargo XXXX XXXX XXXX failed to act and held my dispute over 90 days before action. As a result, I was falsely charged the original disputed amount and three subsequent months. Wells Fargo executive office reps failed to properly follow up with the 10 days required. On each complaint to them, they waited until 24 to 48 hours before the deadline to communicate with me.

Over one dozen interactions with Wells Fargo executive office, and about a dozen calls, emails, and letters with reps, not even one of the Wells Fargo reps ( after my insistence ) provided me with an explanation about the following : Why Wells Fargo rep XXXX failed to timely investigate my complaint within the proper time frame? 



Why was my credit file erroneously impacted by the incorrect info being supplied from Wells Fargo? Payments were not late if disputes are ongoing. 



Wells Fargo Rep XXXX made completely false statements about me in the business docs I received as a response. 



Why was I forced to pay unjust debts by Wells Fargo? If I didn't, my credit file was negatively impacted. 



Wells Fargo failure ( reps not working ) resulted in negative financial impact on me.

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