Consumer complaint received 2024-01-09
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
Good afternoon, Please see information below regarding the bank ( Wells Fargo ) and Merchant ( XXXX XXXX XXXX XXXX, Texas ) I had a chance to discuss the transaction with the merchant 's manager and filed a complain with the bank, Wells Fargo. 

Initially the merchant stated that the receipt would not list out all of the items from the transaction, to which I insisted he check anyways. He was reluctant, but recognized me, and pulled my receipts rather quickly. Despite his initial statement, the receipt in fact listed the items from this transaction. I'm also unsure how long Wells Fargo took to process the transaction because there is a discrepancy in the date on the receipt and day I was charged via Wells Fargo. 

Upon reviewing the itemized receipt I noticed that there were extra goods listed which I did not receive or purchase from the merchant during this transaction ( XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ). I only purchased one good on the itemized receipt ( XXXX XXXX {$27.00} ). It is the same good I purchased from the merchant a few days prior to this transaction ( XXXX XXXX {$27.00} ). The merchant asked why would I sign the receipt, if there were items I did not receive listed, to which I stated that the total he stated verbally and showed me on their XXXX XXXX screen matched the one good I buy on the regular ( XXXX XXXX {$27.00} ) and I trust the business as I frequent the location often. 

I also stated that errors like these occur plentiful in other real life scenarios. It is no different than purchasing a pack of meat from XXXX, but the cashier accidentally charges you for three packs instead of one. XXXX would own up to their error, then provide the customer with those mistakenly charged goods, or provide a refund to the customer for the items said customer did not receive. 

The merchant agreed, but was also hostile and defensive when discussing the extra items listed further, and why they were added to my purchase if he did not physically sell them to me. Despite us both recognizing I only received the XXXX XXXX for {$27.00}, he was still defensive. So, I suggested he pull the camera, as it would surely provide firm evidence that I only purchased and received one of the goods on the itemized receipt. The store has many cameras and would clearly show if I physically left with the other charged goods. The merchant confirmed that they would have the footage, but yet again, he was reluctant, and practically refused. He told me to call the owner 's cell phone number since she does not come in to the store often The merchant 's manager stated that this has been a reoccurring mishap due to their manual point of sales setup and appeared frustrated with my request to pull footage to prove my claim I did not receive the extra goods listed on the receipt ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ). He stated that while he could pull the footage, this was not his job and the final decision would be with the owner, whom I was unable to get in contact with. I firmly believe that this merchant intentionally added the extra items listed and now refuses to provide evidence or refund as a scam. 

The merchant also stated that the business recently took a large loss up due to similar fraud in their system, and this only leads me to further believe I am one of their victims being used to recover a loss. 

I highly encouraged Wells Fargo to take these facts into consideration when reviewing my claim. I also asked it is possible for Wells Fargo to obtain further evidence from the merchant, especially physical footage, but Wells Fargo has simply denied my claim and my escalation without actual proof or alignment with the merchant ( XXXX XXXX XXXX XXXX, Texas ) It is very frustrating since I know I did not receive the items and the merchant seems to know it as well. I was expecting Wells Fargo to do a further investigation and not make it my responsibility to chase down the merchant for answers and resolution, as it does not always go as planned. 

Thank you for your support and feedback in advance!

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