Consumer complaint received 2019-02-06
Company: WELLS FARGO & COMPANY
State: WI
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 disputed a transaction on XX/XX/XXXX with WELLS FARGO for the charge of {$780.00} from a merchant : XXXX XXXX XXXX XXXX. WELLS FARGO mishandled the dispute case and failed to refund the disputed claimed amount that was filed because of the poor service provided by XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX, XXXX from XXXX XXXX XXXX XXXX incorrectly diagnosed and suggested that water-heater at our house needs replacement. As we have home-warranty from a company name XXXX, they covered the Water-heater cost, but XXXX XXXX XXXX XXXX ( XXXX ) said there are extra cost of {$780.00} for pipes, valves, city code charges and side items. We agreed to get the job done and pay extra cost of {$780.00}, and appointment was scheduled on XX/XX/XXXX at XXXX XXXX CT. 

On XX/XX/XXXX, XXXX ( plumber ) from XXXXXXXX XXXX XXXX XXXX   arrived at our house and replaced the water-heater, my wife signed the paper after the job completed. We thought we would get hot water that day but didn't happened. Next day, my wife called XXXX XXXX XXXX XXXX   and XXXX ( plumber ) said wait for a day and see if it works. We waited for two days and still didn't get hot water. 

On XX/XX/XXXX, XXXX ( plumber ) from XXXXXXXX XXXX XXXX XXXX came at our house, researched the water-heater and piping in the basement and find out that water-heater was not the problem. XXXX diagnosed the problem ; hot and cold water was mixing inside the basement bathroom wall due to previously installed pipes in the bathroom. XXXX, with his apologetic and sincere voice said the truth and accept the fact that first plumber XXXX misdiagnosed the problem, the water-heater didn't needed replacement. 

We did not open the wall to fix the pipes because that was a big job but XXXX was nice to put a value outside the bathroom ceiling and disconnected water supply in the basement bathroom, so the water don't get mixed and the rest of the house gets hot water, a temporary fix. 

I called XXXXXXXX XXXX XXXX XXXX and talk to the owner but he was extremely rudely said he can not help us, and screamingly hung up the call. 

I disputed the transaction of {$780.00} with WELLS FARGO and the case processor investigated the case absolutely incorrectly. I am disputing 'the poor service ' provided by XXXX XXXX XXXX XXXX, and WELLS FARGO processor disputed a case as a problem with 'merchandise ' ; and rejected the claim based on the paper work provided by XXXXXXXX XXXX XXXX XXXX that they installed the water-heater and other material. 

This is simply a poor service provided by a plumbing company XXXX XXXX XXXX XXXX, they suggested to change a water-heater that was not supposed to be replaced. According to WELLS FARGO and VISA customer agreement, WELLS FARGO should fight to get the money back from merchant as we paid for something we didn't needed.

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