Consumer complaint received 2023-08-23
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I am writing to bring to your attention a deeply concerning experience I had with Wells Fargo in regard to a chargeback request. I am hoping that by sharing my experience, it will shed light on the challenges I faced in seeking assistance and protection from my bank after falling victim to a fraudulent company. 

Earlier this year, I made a payment to a company that promised to provide me with a service. However, I never received the service and soon realized that I had been scammed. Taking swift action, I initiated a chargeback with Wells Fargo to recover the funds I had been unlawfully charged. 

Unfortunately, my experience with Wells Fargo took a highly distressing turn. Instead of receiving the support I needed, I found myself caught in a disheartening cycle of delays, misinformation, and lack of communication. For nearly two months, I attempted to navigate their customer service channels, reaching out through calls and written correspondence to resolve the matter.

Regrettably, my efforts were met with a series of frustrating tactics that seemed designed to hinder my progress rather than provide assistance. Key aspects of my ordeal included : Delay Tactics : Wells Fargo consistently sent me update letters later than expected, which caused further confusion and frustration. This delay in information meant that I was kept in the dark about the progress of my case and had to repeatedly inquire about its status. 

Ignored Calls : My attempts to communicate with Wells Fargo via phone were largely ignored or met with prolonged wait times. This left me feeling unheard and unsupported as I sought to address the issue. 

Lack of Transparency : The lack of transparency regarding the steps being taken to investigate my chargeback request only deepened my sense of helplessness. I was left to speculate about the progress and actions being taken by the bank. 

I strongly believe that these tactics were employed intentionally, preventing me from securing the refund that I am rightfully owed as a customer. It is disheartening to realize that a bank, which I trusted to protect my interests, seemed to prioritize delaying and obfuscating rather than ensuring my financial security. 

I am hopeful that by sharing my experience, I can contribute to greater awareness about the challenges consumers face when seeking assistance with chargeback claims. I am reaching out to your agency to request a thorough investigation into my case and the handling of chargeback requests by Wells Fargo. My intention is to ensure that other customers do not have to undergo a similar ordeal and to hold Wells Fargo accountable for its actions. 

Thank you for your time and attention to this matter. I look forward to your prompt response and action. 

Regards, XXXX XXXX

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 monetary relief