Consumer complaint received 2021-01-02
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I inquired on XXXX  app about a pair of shoes that were listed as Brand New with Damaged Box. I messaged their customer service team about the shoe asking what goes into your authentication into your shoes because I would hate to pay for a shoe that is not brand new. They told me rest assured we have the best authentication system for shoes. So I took a chance based on how good he said they are on authentication of the shoes. 

I believe it took about a week to come in and the exact date would be XX/XX/XXXX sorry if thats not the exact. This company clearly doesn't want me to get my money back because they change their whole app support where I cant see the previous messages they sent me unless I go in my email looking for copy of the transcript. 

But after receiving the shoes, I was excited to open the package just to see there was a big scuff mark, wear and tear, and not consistent with a brand new shoes as I own several pair of foamposite already. I took several pictures for evidence and contacted the company immediately after I open the package. Honestly I don't think the package was delivered for more than 2 hours before I contacted them about the horrible satisfaction I received. You would think the company would want to do right no they try to force me to take a store credit for a shoe that should of never been authorized as brand new from the beginning. To also point out is if this shoe wasn't confirm as authentic and brand new from the beginning I would have received my money back on my card not a store credit. This company honestly has very shady practices that hopefully you can help me put to light or even get my money back. 

I also took this issue up with the XXXX because this is horrible customer service and honestly I would never recommend anyone to use this app or deal with this company because they have been avoiding me for months. I have evidence of the shoe not being brand new and wear tear marks. 

I even had to go to the extend of contacting my bank to dispute the transaction because nobody should have to deal with customer service like this but then you go a step further and lie to my bank prolong this issue honestly I just wanted my money back but I think everyone should know of the lies this company puts out. 

1st. They have the same listing up even still till this day as the sneaker being New with defects and they fixed up some marks on the shoe. But when I purchased the shoe it was Brand New with Damaged Box. This is SHADY. 

2nd. They told my bank they offered me credit which I still don't want because look at all the hula hoops this company is putting me through for {$500.00} dollars. Its been coronavirus all year and they are trying to nickle and dime me for there errors when they could of easily just gave me a brand new pair which I did request at first. If i had a sneaker XXXX  channel like others they would replace my shoes because they did for them. This is SHADY. 

3rd. I emailed this company again, on XX/XX/XXXX since they put a credit on my account and blocked my account. Yes they blocked my account so even if I tried to even use the credit they " so called '' offered me I was blocked from using the app for months now. I emailed them about this being blocked and they told me they would escalate my issue and will be contacted back within 48 hours maximum. As you today is XX/XX/XXXX still no reply. I even emailed them back XX/XX/XXXX still no reply. 

Please give my money back this is ridiculous and unnecessary Second, for Wells Fargo, They have allowed companies to take advantage of my rights as a consumer as this is the second company they provide no help on me obtaining my funds back and allowing a shady company like XXXX  app proceed to play with my money, still not even give me credit while wells fargo claims we have evidence they did. this is nonsense as a bank you should as your customers who have been with you for a lengthy period of time if you need more supporting evidence before you make decision they claims department is horrible. you can listen to all the calls i had with them while they were dealing with my claim. " it looks like we have everything we need to get your money back '' " we dealt with this before were gon na take care of it for you '' " this is more than enough for you to win '' then all of sudden they deny my claim. this has to stop and I will no longer use a bank that allows shady business to hold my money and they do nothing about it. 

I have evidence to support all claims in this statement above. Thanks.

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