Consumer complaint received 2023-05-18
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 ordered shoes from a company called XXXX XXXX in the amount of {$5300.00} on XX/XX/XXXX. 

I returned the shoes after deciding that I no longer wanted them and regretted the purchase and used the return label provided to me by XXXX XXXX the courier was XXXX. 

After returning the items, I checked in on my tracking a week later and noticed that the package was not going to the correct place and ended up becoming lost. Throughout this time I kept constant communication with XXXX XXXX regarding my refund. They kept telling me to wait 7-14 business days from the day I made my return. 

After the 14th business day and still no refund I asked again and the tracking then showed that my package was lost and/or the courier was disposing of it. 

After alerting XXXX XXXX of this, they said they would file a claim with XXXX regarding this issue, but they would not be refunding me if they did not receive the return. They told me to wait another 7-16 business days this time. 

After the 16th additional business day, XXXX XXXX told me that XXXX denied their claim and stated that I would now have to file a claim with XXXX  or with my bank for the funds. Additionally, throughout this whole process, I was constantly having to contact XXXX XXXX every other day for an update. 

I filed the claim with my bank and was forced to wait another 30 days for them to investigate and if after the 30 days they did not receive a response from the merchant they would process my chargeback and I would receive my funds back. After the 30 days, and providing all the information to my bank showing the email threads with XXXX XXXX, tracking information and that XXXX lost my return package. Mind you my bank did not make any effort to contact or update me throughout this process, I had to call every week. They finally told me that this issue is not theirs and there was nothing they could do for me and that I would have to file a claim with XXXX the courier. EVEN THOUGH, the label was provided to me by the merchant they said they could not force the chargeback since the merchant did not receive my return which THEIR courier of choice lost in transit. 

After reaching out to XXXX to file claim, XXXX would not allow me to file a claim because the merchant already opened up 2 claims on this tracking ID and that was their limit. XXXX also stated that this was an issue that I would have to resolve with the merchant because THEY provided me with the return label. 

Now I am at a standstill with XXXX XXXX, XXXX, and Wells Fargo all pointing fingers at each other while I am short {$5300.00} AND the shoes that I already returned and didn't get my money back for. I am short the money and the product because of XXXX losing my return package. 

I am filing this complaint against Wells Fargo for not following through with my chargeback and getting my money back, when I did everything I had to do on my end, from returning the products which the merchant-chosen courier ended up losing, to filing a claim with XXXX XXXX for not issuing my refund, and filing a chargeback with Wells Fargo which they are refusing to get my money back for me.

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