Consumer complaint received 2023-10-26
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit 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:
Here is my original dispute that I sent to Wells Fargo : I would like to provide in depth details about my case. 

I had originally gotten a payment from XXXX into my Checking account for selling a XXXX. A month later, I check my XXXX account and see that there is a negative balance. I research the cause of this negative balance, and soon find out that it is due to the buyer requesting a refund because his item was not delivered. Before I could provide evidence to support my appeal and the case, it closed. I did not receive any notification that this case was opened by the seller, and didnt look out for XXXX because I had already been paid out months ago by XXXX for the transaction. I refunded the buyer, because XXXX had my credit card and Checking account information on file and I did not want to run into any legal issues. 

The reason this case was closed in the Buyers favor was because XXXX has a policy in which the tracking number must be updated and verified as delivered for a successful transaction. In my defense, I stated that XXXX had payed me out before the tracking number updated to delivered, so they were not following their own policies by giving me the pay out. Additionally, I shipped the camera through XXXX shipping services. I had no control over the address, shipping speed, or cost. The buyer makes the decision and types their own information in, the seller has no control over it. USPS first class international shipping does not guarantee tracking past the country of destination. If you look on their website and policies, the country of destination ( XXXX ) does not provide any updated tracking information once the package goes through customs. Therefore, it is impossible for this package to be marked delivered. I had explained this to XXXX as it is a loophole in their policy regarding international shipping, however my appeal failed. 

Since then, I have contacted the Buyer multiple times asking them to confirm the status of the package and if it had delivered however their account is wiped and they have not responded. This is also suspicious as they shipping to address in XXXX, however used the XXXX XXXX website to purchase the item. 

I have contacted XXXX over XXXX times regarding a refund to my account as this seems extremely unfair. I have lost my camera, and {$280.00}. Essentially I gave the Buyer a free camera, and lost almost {$300.00}. On XX/XX/XXXX, an agent finally agreed that a manual refund should be initiated as the situation is unfair to me. He requested the refund and stated that it should be processed within XXXX business days. On XX/XX/XXXX, I contacted XXXX as my manual refund has not been processed. XXXX customer service stated a manual refund was never requested, even though I had spoken to XXXX agents after the conversation on the XXXX, confirming that the refund was processed and on its way. I contacted another agent soon after on the XXXX, they confirmed the manual refund request. They had stated that the employee in charge of the refund request is responsible for the process. They told me that I should receive a call from the employee or their supervisor on XX/XX/XXXX or XXXX at the latest. I have never received contact. 

I was promised a refund by XXXX and they failed me and lied to me. I was promised a phone call or email from XXXX to resolve my issues and they never contacted me. 

I have been in consistent contact with XXXX however they have failed to support me. I did not want to request a dispute from my bank until absolutely necessary however, it has gotten to XXXX XXXX were I fear I will never receive a refund. 

Not to mention, the amount I refunded included the shipping cost which was covered by XXXX not me. I paid the buyer back for shipping even though the XXXX paid XXXX for shipping not me. I paid around XXXX dollars extra out of pocket, when the shipping refund is XXXX responsibility, and XXXX payment. 

XXXX has my bank information and I did not want to remove it until my refund was processed however, I believe that I was scammed and taken advantage of by XXXX and I worry for my bank accounts safety. Please consider this dispute and my desperate attempts to resolve it with XXXX. 

I have always been supported by Wells Fargo, and have always appreciated the consideration of the company for its customer base. XXXX is the pure opposite of that and they have my money. I have reference numbers to all the conversations and attached the documentation for the refund on a previous email. 

Here is information about my phone conversation with Wells Fargo in regards to a status report on the matter : I contacted Wells Fargo via phone call on XX/XX/2023, I submitted my report on XX/XX/2023. I called in regards to a status report on my dispute and was transferred to an agent. The agent, rather than answering my question, had me answer questions regarding the report that was already explained in the report itself. I answered her questions, which she repeated multiple times, making me repeat myself multiple times to explain the situation. She placed me on hold XXXX times to gather more information, and came back with nothing new, and proceeded to ask me the same logistical questions over and over again. She finally said she would contact the merchant ( XXXX ) and placed me on hold. Again, this does not answer my question about the status of my report and if it is even being considered. She placed me on hold for thirty minutes and then hung up. I have no resolution, and no calls back from Wells Fargo. I have received no status reports regarding my dispute and it has been 10 days now since I made it.

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