Consumer complaint received 2023-09-09
Company: WELLS FARGO & COMPANY
State: NY
Product: Credit 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:
I had recently opened a new account & reached out to Wells Fargo to open a dispute for a charge posted on XX/XX/2023 in the amount of {$3000.00} against the merchant XXXX XXXX and the payment processor XXXX. I had opened this dispute as I had returned merchandise to the Wells Fargo had originally provided a provisional credit on XX/XX/2023 which they later reversed their decision and rebilled my account. The reason given behind this was no proof was provided that the merchandise was returned to the merchant hence why a refund could not be issued. They had also provided some documentation that I had seen previously which did not support their stance at all as Ive refuted this previously in a Dispute Letter that I had provided to them which Ive attached again. 

Throughout the documentation provided by the merchant and payment processor they both had been vague, misleading and withholding information to which I had pointed out to Wells Fargo which should have been a red flag in the first place. First XXXX had been claiming a refund was issued which was untrue as they billed me again and this was especially the case with the merchant blatantly lying that gave the tracking history which showed nothing ever been shipped as they were very clever to show information that was erased as XXXX removes this information after a certain amount of time which I had to pay out of my own pocket to obtain the archived tracking information. I had provided to Wells Fargo a detailed letter with plenty of documentation that served as proof for not only the package being dropped off at my local post office, but the weight, address and label matching everything that the merchant had given to me to return the merchandise. 

Ultimately on top of the drop-off receipt that clearly is an indication the package was returned and being handled by the shipping carrier XXXX, XXXX had given the archived tracking information which I had recently given to Wells Fargo that shows that the package last update was UNABLE TO DELIVER OR RETURN, SENT TO MAIL RECOVERY CENTER. When you refer back to the shipping carrier website on further information regarding this status which indicates that the package being no longer available & the package is unable to be delivered nor returned back to either the merchant or myself. Now I had sent the package back to the merchant and given the proof of drop off to Wells Fargo along with the last update on the package, so if the merchant had insured the package/label then they should be able to file a claim to get their money from XXXX however if they hadnt then the burden of that irresponsibility falls upon the merchant. The merchant also never addressed if such an issue was to arise who would bear the burden of a lost package as its nowhere to be seen even in their return policy.

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