Consumer complaint received 2023-09-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I MADE A ONLINE PURCHASE WITH THE MERCHANT XXXX ON XX/XX/XXXX IN THE AMOUNT OF {$5200.00} THE MERCHANDISE WAS 1 MENS SUIT 1 MENS SHOE AND 1 MENS HOODIE. IT DID NOT FIT MY BROTHER AND DAD SO I NEEDED TO RETURN THE MERCHANDISE. I SPOKE TO THE MERCHANT XXXX WHO PROVIDED ME WITH A ADDRESS OF WHERE TO SHIP THE MERCHANDISE. I WENT TO XXXX HAD THEM CREATE A RETURN FOR THE MERCHANDISE BEING SHIPPED BACK TO MERCHANT. TRACKING XXXX XXXX DELIVERED ON XX/XX/XXXX SIGNED FOR BY XXXX WEIGHED XXXX LBS. FOR A WHOLE WEEK I TRIED RESOLVING THE MATTER WITH XXXX FOR A WHOLE WEEK THEY SAID A REFUND HAS BEEN PROCESSED AFTER A WEEK OF BEING LIED TO I CONTACTED MY BANK WELLS FARGO AND FILED A CLAIM REF # XXXX. THEY SUPPOSEDLY DID A CLAIM AND CLOSED IT. THEY FIRST TOLD ME MERCHANT SAID YOU RETURNED IT BUT THERE IS NO REFUND ON MY ACCOUNT. THEN THEY SAID IT WAS EXCHANGED BUT THEY DO NOT GIVE ME INFO OF WHAT CARD IT WAS EXCHANGED WITH IF IT WAS XXXX HIGHER OR SAME AMOUNT EXCHANGE. BECAUSE IF IT WAS LOWER EXCHANGE I WOULD HAVE A REFUND WHICH I DON'T IF IT WAS HIGHER IT MEANS IT WAS ADDED ON WITH WHAT CARD. I'M TRYING TO PROOVE TO THEM I NEVER WENT TO THE STORE TO EXCHANGE OR RETURN. NO PROOF IS BEING PROVIDED TO ME ALL THEY ARE DOING IS CLOSING THE CASE. SO I REQUESTED A SUPERVISOR TO CONTACT ME WHICH THEY NEVER DID SO I CALLED XXXX TODAY AND XXXX THE WELLS FARGO REP 3 WAYED ME AND XXXX XXXX WITH XXXX ON THE LINE A XXXX FROM XXXX SAID A REFUND WAS PROCESSED ON XX/XX/XXXX WHICH IS NOT POSSIBLE AS THE ITEMS WERE'T EVEN RETURNED THEN IT WAS IN TRANSIT TO THEM ON THAT DAY SO HOW WOULD THEY REFUND ME. SO THEN I TOLD XXXX WELLS FARGO SUPERVISOR TO NOTATE THE ACCOUNT THAT XXXX FROM XXXX SAID IT HAS BEEN REFUNDED BUT IT HAD NOT. SO NOW AS YOU CAN SEE I AM BEING LIED TO FROM ALL ENDS FIRST MY BANK SAYS IT WAS RETURNED IN PERSON A WEEK LATER THE BANK NOW TELLS ME IT WAS EXCHANGED IN PERSON THEN GOES ON THE PHONE WITH XXXX WHO TELLS ME IT WAS REFUNDED ON XX/XX/XXXX BY THEM WHICH IT COULD NOT HAVE BEEN SINCE IT WAS IN TRANSIT THEY ARE ALL LYING OT ME AND STEALING MY MONEY FOR ITEMS I RETURNED ANF MY TRACKING SHOWS MERCHANT RECEIVED A XXXX LBS PACKAGE AND SIGNED FOR IT BUT NO REFUND HAS BEEN MADE. MY BANK WHO IS SUPPOSE TO PROTECT ME WHO HAS A FRAUD PROTECTION POLICY IS DOING NOTHING AFTER HEARING ALL THAT THEMSELVES AND CLOSING THE CASE. XXXX IS TELLING THEM A REFUND WAS PROCESSED ON XX/XX/XXXX WHICH HAS NOT AND COULD NOT BE SINCE PACKAGE WAS IN TRANSIT TO THEM. MY BANK IS NO RE OPENING THE CLAIM AFTER HEARING ALL THIS XXXX HAS NOT PROCESSED A REFUND AS THEY SAY THEY HAVE AND MY BANK IS DOING NOTHING. I HAVE BEEN A LOYAL CUSTOMER FOR YEARS AND THE WAY THEY ARE TREATING ME AND THIS MATTER IN AWFUL. THEY ARE A AWFUL BANK WITH THE WORST CUSTOMER SERVICE AND FRAUD PREVENTION TEAM EVER. ALSO XXXX HAS A FULL MONEY BACK GUARANTEE IF THE ORDER IS RETURNED IN 30 DAYS WHICH IT HAS. I HAVE NO CHOICE BUT TO COMPLAIN FOR THIS MATTER TO BE TAKEN SERIOUSLY FROM MY BANK. I HAVE NO FAULT AND REFUSE TO PAY FOR ITEMS THAT HAVE BEEN RETURNED AND RECEIVED BY MERCHANT.

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