Consumer complaint received 2021-03-08
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:
On XX/XX/XXXX I purchased a 54 inch round pet bed from The XXXX XXXX XXXX ( XXXX ) for {$380.00}. In XXXX I was sent the 34 inch round pet bed which is a difference of {$200.00}. The product web page is here : https : XXXX # To clarify the prices listed on the website have not changed since the date this occurred. 

I contacted XXXX XXXX, the owner, and offered to send the wrong bed back. I was told not to but was assured that the right bed would be sent quickly. I believe she claimed by the end of that week or next it would be taken care of. Anywhere from several weeks to a couple of months went by with no bed showing up and no contact from her to let me know what was going on so I contacted her again and again was assured that the issue would be taken care of. In XXXX of XXXX I demanded a {$200.00} credit after no bed had arrived and I had not been contacted to be updated about what was happening. XXXX agreed to credit me within 2 weeks. I will attach a copy of that email exchange below. She claimed she had tried to contact me many times and that she had sent the bed but it was returned to her because I had moved. I never received any contact from her and have lived at the same address for around 2 decades. I have since questioned her claim that she mailed the bed by asking for the tracking number but she has not provided that to me. Around this time back in XXXX was also when COVID was starting up. There were many other priorities I had in addition to I simply didn't know what the best course of action would be against her. I am now fine with a chargeback but at the time knew that that would affect her and I was unsure of how to handle the situation. Some time went by and I ended up filing a XXXX  complaint against her. She ignored the complaint. It is now XXXX of XXXX and no {$200.00} credit or bed have ever occurred. The credit card company rejected my dispute claim because it was only 9 days over the 540 days they allow. I am contacting you in the hope that you can please get my money back from VISA. I have all of the proof you would need including like I mentioned above an email from the business this complaint is against agreeing to refund me. Simply because I opened the dispute claim 9 days over their limit they are not giving me the money I am owed. I can provide any more details that you need. Thank you greatly! 

description of attachments : 1 : Visa credit card statement showing the charge disputed 2 : Email exchange between customer and business where business agrees to credit customer 3 : Email received confirming dispute claim has been created 4 : Email received confirming dispute is processing 5 : Email received confirming rejection of dispute

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