Consumer complaint received 2021-04-27
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:
I submitted a dispute to my credit card company for a charge from a moving broker : XXXX XXXX XXXX. The disputed transaction ID is XXXX with a post date of XX/XX/XXXX. The amount of the dispute is {$720.00} I disputed this charge because the company the broker hired to complete the move never transported my belongings to the requested destination. The broker did not take responsibility for this this. My belongings were taken to a different state entirely, a few thousands miles from their intended destination. In short, it turned out to be a scam. 
My credit card company opened the dispute but never contacted me to submit proof of non-delivery, evidence, etc. They dispute department then closed the dispute in the merchant 's favor. I contacted my credit card to find out why this had happened and was told that they, my credit card 's dispute department, lost many disputes to this company as this merchant was experienced at dodging chargebacks. My credit card company sent me the rebuttal statement from the merchant, but it was not even from the same merchant from where the charge originated. The moving broker charged my card but the statement was not from this company at all, but from the moving company. Additionally, the statement contained false information, including stating that I picked up my belongings on XX/XX/XXXX without providing proof of this. I do have proof of the date I picked them up, which was two months later than what the merchant had stated. I sent this to my credit card company. Additionally, I have receipts ( with same credit card ) placing me at a different location on XX/XX/XXXX, making it impossible for the merchant 's statement to be true. I submitted all of this plus the evidence showing that the service I had paid for was not completed and that the merchant 's statement had false information, but this was disregarded. Numerous people that I spoke to at Wells Fargo told me that, due to the manner in which this case was originally handled and subsequently closed, there no chance that the dispute department would win the case. I spent several hours speaking to 11 different employees in the dispute department, but ultimately while they admitted that the validity of the dispute was not in question, they had already lost and therefore the case would not be ruled in my favor. Their mishandling of the case should not fall upon me, the customer, but they have rebilled me for this charge. 
I am including the dispute history provided by Wells Fargo which includes a statement that the merchant 's response is invalid as they failed to provide proof that the service was provided. The merchant 's response is also included, which includes numerous false statements in regards to the moving contract, a credit being issued ( no credit was issued ) and that I simply did not want to wait to have the items delivered. The moving contract actually states that delivery was to take place within 30 days. In an attempt to resolve the issue with the merchant first, I actually waited two months to pick up the items. I have included this part of the contract as well as receipts of when I actually picked up my belongings.

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