Consumer complaint received 2023-11-07
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I returned XXXX items to XXXX on the same day. XXXX item has yet to be refunded, and XXXX tried to say that they have not received the returned item. The lady at XXXX XXXX scanned all three items ' barcodes and said my return was processed. 

I reached out to file a dispute with Wells Fargo ; their claims team did not do their job, and they issued a partial refund of the {$110.00} that was owed back to me. Wells Fargo claims I received a partial refund of {$34.00}, which is wrong. The {$34.00} was XXXX of XXXX refunds processed on the same day. 

There was a second refund processed on the same day for a smaller amount of {$19.00} ; the refunds occurred on XX/XX/2023. These are for XXXX other items that were returned. 

Since it has reached this level of importance where the employees in the claims department have not done their job. I would advise the federal government to investigate Wells Fargo further since they have a known history of violating customers rights and have been fined billions of dollars. 

Why did the claims staff make their own decision to use the higher credit amount as a partial refund, why did they not select the smaller amount that seems intentionally done to allow Wells Fargo to save money and not utilize their loan loss reserves in place for fraud claims. 

How many other customers has this happened too. Why didnt claims associate not add both credits together and try to say that they were both partial credits. The entire process and situation does not make sense. Im retired from banking and know better when it comes to compliance and regulatory oversight. 

The agent I spoke to in claims right after the partial credit was issued on my claim did not want to help me and had an attitude that showed he cared zero about providing customer service. 

Nothing in this entire situation makes sense. All employees and supervisors need to be disciplined and coached and have all their calls pulled and audited to verify they are doing their job. If they could mess up on a simple claim like this how many other Wells Fargo clients have been affected and impacted by this for of employee negligence and work avoidance. 

I was told by a supervisor on XX/XX/2023 the date that I made the followup call that I could send additional proof to the email address XXXX and I did I sent all my transaction history with XXXX both purchase and credits to prove that I was still owed money. 

Wells Fargo needs to be audited and fined and they need to reimburse customers for their time taken out of their life to spend on the phone and sending extra emails above and beyond the standard process. 

This is the first time Ive had such a horrible experience with Wells Fargo and I wont forget it anytime soon. 

A new executive escalation has been issued but a regulatory agency must be informed of this negligent practice. Case # 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 explanation