Consumer complaint received 2023-07-03
Company: WELLS FARGO & COMPANY
State: CA
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:
hello CFPB rep, i was in XXXX when all this happened, on XXXX XXXX my husband payed a XXXX dollars deposit on wells fargo reflect credit card for a set of wheels from XXXX XXXX and provided specifications of the wheels and the measurements, 5 days later the company contacted my husband and I returned to the US on the XXXX XXXX XXXX so my husband and our son went with the car to install the rims on the car. he ended up providing the merchant another wells fargo bilt credit card for the same purchase and the amount was charged was {$1000.00} + the previous {$500.00} deposit + {$1000.00} in cash. This is all one purchase for a set of 4 wheels to be installed and mounted on the car. The merchant insisted on collecting the money upfront before they started on any work. my wife was never there, the merchant lied to wells fargo in most of their statement that my wife placed the order on XX/XX/XXXXXXXX XXXX XXXX  my wife was in XXXX at that time. then the merchant stated with another lie that she was in their store to pay the difference of {$1000.00} but the transaction with wells fargo shows its keyed in instead of swiped. Why would the merchant key in and not swipe the card if my wife is present? The first dispute I created about the {$500.00} sometimes in late XX/XX/XXXX this is about wrong sizes and specifications on a set of wheels according to wells fargo the merchant never gave them sufficient proof to back up their case so they lost the first dispute and it was to our favor. Meanwhile in XXXX I opened another dispute about the {$1000.00} for the same reason because its all in one purchase. for some reason wells fargo threw my case in the mud for 2 months until I found out I called them back again in XX/XX/XXXX, reopened the case, meanwhile wells fargo gave me a legit reason as to why they closed my case, neither did they ask me to submit to them any documentation to support my case, as we know they already have all the documentation when I filed the first dispute of the {$500.00}, so from XXXX XXXX all the way until XXXX they gave the merchant time to formulate a fake response for their case and recently 15 days ago wells fargo post back the money onto my account, and now wells fargo decision is completely unreasonable because I have spoken to an escalation manager by the name of XXXX on XX/XX/XXXX, and she agreed that if the first dispute of XXXX XXXX  was clearly to my favor then I should not be losing the second dispute as they both are related to the same purchase. But wells fargo is trying to blame visa and XXXX for this wrongdoing instead of providing visa and XXXX the same evidence that worked to my favor in the previous dispute and the second.

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