Consumer complaint received 2018-07-18
Company: WELLS FARGO & COMPANY
State: FL
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:
On XX/XX/2018, I called Wells Fargo Dispute Department, in an effort to collect a retainer fee paid by me on XX/XX/2018 for {$2500.00} to XXXX XXXX, XXXX, for writing a Trust Document. I was then contacted by XXXX XXXX, Wells Fargo Claims Assistant Center. He asked me to provide as much information as possible, including copies of the Trust, my Will, etc., and an explanation for the complaint. 

On XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX, I sent to WF emails detailing the complaint, the Trust and Will and all email correspondence between the attorney and myself as proof that I had contacted the attorney on may occasions trying to get back the retainer for the unsatisfactory work performed ( it was a boilerplate document which resulted in many irrelevant information, typographical errors, errors describing my marital status, etc ). 

On XX/XX/XXXX, I received " Cardholder Statement of Disputed Transactions '' from WF, I faxed it to them from a WF Branch on the same date. This from was pre-filled by them with the date of complaint and amount of complaint.

I called WF on XX/XX/XXXX, and based on the system notes read to me by an employee, it was evident that Mr.XXXX did not understand the nature of the complaint. I sent an email, again detailing the complaint and asked the person on the phone to ask Mr. XXXX to call me. Never did. 

I made several calls to the WF to determine the status of the claim and asking to speak to Mr. XXXX. He never called me. 

I never received the required provisional credit within 10 days of the complaint. As a matter of fact, I was never given any provisional credit. The {$2500.00} remained as part of my credit card balance until XX/XX/XXXX ( which I will explain below ). In the meantime before making my credit card payment ( twice since the complaint ) I have contacted WF to ensure that no finance charges will be assessed on my account since the {$2500.00} was still shown on my balance as part of the balance due. They assured me no finance charge will be assessed and they were correct. 

On XX/XX/XXXX, {$2500.00} was credited to my credit card without any explanation as to whether this was the provisional credit that should have posted to the account back in early XXXX, or final credit. I took it to mean it was FINAL CREDIT due to the time transpired. No explanation whatsoever has been provided. 

On XX/XX/XXXX, I received an email from Mr. XXXX stating that my complaint, with the same complaint # XXXX for {$2500.00} was RE-OPEN. As far as I knew he had been working on my complaint since XX/XX/XXXX and I NEVER CLOSED NOR WAS I NOTIFIED THAT THIS COMPLAINT WAS CLOSED. I also got a form letter in the mail dated XX/XX/XXXX telling me that my account was charged {$16.00} due to a processing error incorrectly refunded to me on XX/XX/XXXX, this letter also referenced {$2500.00} as charges. The processing error was Mr. XXXX having erroneously worked on a charge posted to my account on XX/XX/XXXX, that was NEVER part of the complaint. 

I called WF immediately, and after asking them what will it take for them to do things right, if I needed to reach out to the CFPB. Immediately they transferred me to a person by the name of XXXX in Executive Office ( she said they do not give last name, whom I was not able to reach again ). I explained the frustration and pointed out all their error in not following Regulation E. I also told her that under no circumstance is Mr. XXXX to proceed working on my case. 

I realized then, and it was confirmed by XXXX, that Mr. XXXX, in spite of all the documents provided by me, all the follow-up phone calls, his early correspondence noting the {$2500.00}, in addition to all the notes on WF Complain System, he had worked on the {$16.00} charge to my account which posted also XX/XX/XXXX, which was NEVER an issue NOR he had any authority from me. As a matter of fact the person who I paid the {$16.00} called asking me why I was disputing that charge, very embarrasing. That is how I became aware of that. I immediately called WF to ensure that they only work on my CLAIM of {$2500.00}. I contacted the other person that I had made a payment which also posted on XX/XX/XXXX advising them just in case WF contacted them saying that I was disputing those charges as well. I have had to work very hard on this claim due to all WF 's errors. Please keep in mind that I have made two payments to my credit card since the claim was file, and no finance charge was assessed, therefore, the system was correctly reflecting the dispute. The only one that did not know was the case worker. 

I asked XXXX that I wanted to know how something as ludicrous as this could have happened. Where does the responsibility lie. This has timing issues since by then my attorney probably figured that I will not dispute the charges. For an employee to just decide to work on a charge that was never disputed and disregard all the documents submitted by me, in addition to their own documents and system notes is embarrassing for this institution. 

I have never encountered this level of incompetency and negligence from any bank employee before. Mr. XXXX has shown a total disregard of his responsibilities and his lack of training is evident.How can he work with sensitive information. Also, what has happened to all the documents I provided him/WF with?. What role, if any does a supervisor/management plays in all of this? 

In the meantime, I am asking you to please take action to see if I can recoup my {$2500.00}. By now it has taken so long that I hope WF did not jeopardize my chances of getting my money back, due to their negligence. I am a senior citizen on a fix income and I do take this problem very seriously.

It has been very frustrating and difficult dealing with WF, compounded by the fact that they do not follow the required regulation. This is unacceptable. 

I was told that a person named XXXX has now been assigned my case. 

Thank you very much for assisting 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