Consumer complaint received 2023-08-22
Company: WELLS FARGO & COMPANY
State: NY
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:
This complaint is in regards to how my XXXX XXXX account ( Account ) being handled, rather than any particular dispute, claim or transaction. Im hopeful that this complaint submitted publicly via Consumer Financial Protection Bureau ( CFPB ) will reach Wells Fargo XXXX XXXX. 

In Late XX/XX/XXXX I've managed to apply for new XXXX XXXX product, issued by Wells Fargo XXXX XXXX ), in order to extend my credit card portfolio and proceed with responsible credit card utilization. While overall being satisfied with XXXX XXXX ( 'Membership ' ) program, I've ran into numerous issues with my account manager - XXXX  XXXX Exmployee ID XXXX ), who's been assigned to this position. 

During my rather short tenure as Membership participant, I had to encounter several issues with some of the merchants, for which order 's my XXXX  XXXX was used and therefore I had to reserve to filing a billing dispute for which transaction, where I've encountered my phone call communication with XXXX. During these encounters ( all of which Wells Fargo should have a recorded copy by now ) I did my best to supply Wells Fargo and XXXX in particular with required information & supporting documentation in a timely manner which could result in a significantly different outcome of the billing investigation, shall the case be transferred to XXXX for pre-arbitration stage of the investigation. 

While in general I try to reserve from using any definitions which might be found of rather subjective nature and emotionally-driven, I was left under the impression almost after each call that XXXX intentionally made those investigation and the whole process in general harder than it should be ( eg. Once XXXX was claiming that Wells Fargo never received documents for an ongoing dispute, while general customer service did confirmed that Wells Fargo actually did and then she was confronted with that information and I proceeded with sharing the timestamp the documentation were sent to Company, only after me having to convince her to look at the mailbox to find the supplied documentation, she was able to agree and in fact confirm that Company did receive those & its suffice the need for documentation to proceed ) or straightforwardly bringing me to very confusing conclusion that she basically almost sabotaging the investigation ( eg. During the phone call on XX/XX/XXXX was very convincingly claiming that documentation submitted by me were not legitimate because at the refund promise section it had different account number than my physical XXXX. I, for once again, had to almost convince her to look thoroughly at the documentation provided by me & response from the merchant and contend that difference in the account number were resulted due to using XXXX XXXX originally and the original receipt had also different but matching account number, once again, resulted of using XXXX XXXX ). Those are only two rather questionable instances which Ive decided to share in this complaint submitted to Company via CFPB, putting aside XXXX repeatedly calling me on weekends after asking her few times to cease from contacting me in the non-business hours.

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