Consumer complaint received 2018-10-26
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit 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 called Wells Fargo at XXXX on XX/XX/2018 to initiate a charge back of {$2700.00} on a contractor whom installed a mini split system without a permit, a suspended license, and multiple code violations. The case was handle by XXXX. We fax all supporting document to XXXX on XX/XX/2018 with the claim number XXXX. The case was close XX/XX/2018 when they get a respond from the merchant. The merchant said the unit was installed and working which did not address the original complaint. 

I opened a new case on XX/XX/2018 with XXXX XXXX, the case was closed on XX/XX/2018 when merchant responded that I sign a waiver to not require a permit. I asked the representative to provide proof of said waiver, representative said they don't have it on file and to contact the merchant for a copy. I asked XXXX XXXX whether he confirms the contractor pull the requires permit and have proper licencing. XXXX XXXX avoid answering the question. 

I opened a new case on XX/XX/2018 with XXXX XXXX ( XXXX ) at XXXX. XXXX can not find any of the supporting documents, ask me to fax over new ones to XXXX. XXXX confirms they received the fax and the case will be handle by XXXX XXXX ( XXXX ) at XXXX. 

XX/XX/2018 Called XXXX left Voice Mail ( VM ). XXXX called back said case was not assigned to her, confirmed fax was received and will call back on XX/XX/2018. 

XX/XX/2018 Did not received called from XXXX, called and left VM. XXXX called back she said she was waiting on billing. XXXX   said she will get answer by end of day, told to call back tomorrow. 

XX/XX/2018 Called XXXX 2x left VM 1x XX/XX/2018 Called XXXX left VM. Called XXXX   left VM XX/XX/2018 Call XXXX left VM. XXXX called back, said vendor has not respond will contact me back on XX/XX/2018 at XXXX pst XX/XX/2018 Did not received call back from XXXX, called her instead and left VM XX/XX/2018 Called XXXX, left VM. Called XXXX left VM XX/XX/2018 Called XXXX, left VM. Received call back from XXXX she said the case was closed. The merchant responded was no permit was need for the job. I told her the city needs permit for any work that cost more than {$500.00}. I asked her why the case was closed without fact checking on consulting the customer. She would not give a valid answer I sent in proof of the merchant 's violations, the code they broke and a copy of California 's mechanic code highlighting the exact statue. 

I sent in a copy of the permits pulled for the property XXXX XXXX XXXX, XXXX XXXX, CA XXXX which shows the lack of permit by the merchant. 

I sent a copy of a web page by the California Contractor 's License Board which shows the merchant 's license is suspended. 

There is a clear pattern of rulings in favor of the merchant without necessary proof. Often the rulings are decided with information that contradicts previous statements made by me ; information that can be verify with minimum efforts. 

There is a clear pattern of inane bureaucracy designed to wear the consumer down. Complaints are reported to take 10 business day to resolve. I requested multiple call back and progress updates, the promises were broken every time.

Each complaint was resolve without back communication to the me, there is no chance for customer rebuttal, the process is : I open case, I send or resend all due diligence, the merchant waits till the last minute to respond, WF accepts merchant response at face value, WF closes the case. I then ask for the proof that led to WF 's decision. I have no received any.

WF has a double standard for burden of proof concerning consumer and merchant.

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 monetary relief