Consumer complaint received 2021-04-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
According to their policy they will withhold the money until the dispute is closed but they did not. Every month for past 3 months ( XXXX, XXXX, and XXXX ) I have paid the full balance. I waited for 3 months for the credit to show back on my balance statement, but it still has not been credited. They told me it would take up to 60 days for the credit. Then they told me that the merchant was only going to credit back a partial amount but the never credited my account. I still do not see any kind of credit on my account. They asked me why I don't try to get the money back from the merchant and I told them that I have already tried but merchant failed to answer me to give them a solution. I have been trying to get this issue resolved for a while now. Yesterday, after 3 hours of being on the phone with them they transferred me to a supervisor and the supervisor then hung up on me. I called back and got another supervisor and they told me they would call be back and they never did. I was on the phone with them for 4 hours in the morning and 3 hours in the afternoon, but the issue still has not been resolved. I have spoken to the following employee at Wells Fargo : XXXX XXXX XXXX ext. XXXX when I call that number no one picks up the phone, she was supposed to explain why I was only going to get partial amount from the merchant. I told her that I wanted the full amount and to explain to me why. The person who filed the dispute was named XXXX XXXX XXXX. I disputed this on XX/XX/2020 and the amount was for {$55.00} they said that they would give me a temporary credit, but one was never given. The claim number they gave me was : XXXX. They told me that they would give me a solution on XXXX XXXX and they never contacted me with a resolution. I am have been disputing the following transactions : approximately, {$54.00} and {$16.00}. 
The 2 amount refunds of {$14.00} and {$25.00} being made by XXXX XXXX by XXXX on XX/XX/2020 for those drug purchased on XXXX and XX/XX/2020 where XXXX XXXX failed to process my prescription through the appeals for denial of medical necessity that is cover by my XXXX  Medicare and Medicaid plans. These issues were either the negligence or concealment of Wellfargo agents XXXX and XXXX where I claimed the full amount of my benefit starting on XX/XX/2020 with XXXX XXXX for those new claims in contrast to the mismatching payments by Well Fargo agents. On XX/XX/2020, I disputed 2 claims with XXXX as : XXXX # XXXX purchase date XX/XX/2020 amount {$16.00} and claim # XXXX purchase date XX/XX/2020 amount {$55.00}. XXXX agents promised to dispute the full amounts and hold the payments without paying to merchant, but they collected my full payments and never credited back to my account without proper response either the reason of XXXX  for short refund or denial my appeal for refunds. By XXXX  regulations they had to response within 3 for refund ; however, XXXX  failed to implement their policy and XXXX XXXX was no longer with XXXX  and no-one to follow up. Therefore, I had to go through my XXXX credit card to get my money back, but I received the unprofessional, unethical, disrespectful of XXXX agents as my written complaints to explain the harassment and irresponsible of their agents. I have never received the official resolution of Wellfargo as XXXX XXXX mis-statement on her solution letter. So far, I attach the 10 page of XXXX  complaints to XXXX XXXX for disputing when they denied to dispute my claims because I had to deal with XXXX  for my refund not Wellfargo.

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