Consumer complaint received 2019-03-26
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I made a purchase of several items at XXXX using my Wells Fargo debit card. On XX/XX/2018, I went to the XXXX store in person and returned one of the items - I received both an email receipt and a printed receipt, stating " The items listed below have been refunded back to your original method of payment, and will post in approximately 1-3 business days after the processing date. '' The refund is for {$39.00}. ( Please see attached ) Some time later, I realized that the money never posted to my checking account. I hadn't used the card in a long time so I thought it might take a while, so I kept monitoring it, and eventually contacted Wells Fargo through their online message center, probably in early XXXX. My messages are now gone, I guess Wells Fargo deletes them, so I can not give you details, but I remember several people responding and no one understanding this very simple issue. So then I called, explained it to a guy who said oh this dispute will be resolved very easily, you'll be receiving a letter in the mail soon. I asked if I could submit my receipt for proof, he said the dispute ( or maybe fraud ) department would contact me when they were investigating and I could submit it then. They never contacted me and I got the letter maybe a month later, and it said I could no longer dispute the charge because it was too old. This made no sense because I wasn't disputing the original card. When I called to explain this, I was told that the initial man I spoke to should have taken my evidence, and I was asked ridiculous questions like did the store accept the return and do I still have the item. I'm not understanding why this issue is so difficult, but it seems like Wells Fargo is trying to come up with any way to not give me my money back - for {$39.00} this is utterly ridiculous. 

I spoke to several people who were very condescending, one who basically accused me of lying, one who put me on hold for over an hour stating that he was getting the supervisor that I requested - but when I finally got sick of holding and called back i was told that there were no supervisors that I could speak to immediately and that person should not have put me on hold. I feel like I have been yanked around by them and I'm not sure why, the only thing everyone keeps saying is it is not their problem, the problem is with the merchant ( see below, the merchant provided all the information, they also said it was not their problem ). With that last person, they said a supervisor would get back to me within 48 hours, I think it took about 10 days for a supervisor call me back. I went through the entire story again, she said she would help but it still had to go through the department that handled it so I would once again get a letter in the mail. She also gave me an email address where I could forward my receipt. 

You guessed it, that letter again did not give my money back. I can't locate the letter at the moment but I can tell you that i could not even understand what it said - not even whether I was getting the money back or not - and I'm an attorney, language is my business. I again kept monitoring my account, hoping the money would be deposited so this would be over. But that was over a month ago now, so I guess that poorly written letter did not give my money back. 

I also contacted XXXX, they emailed me back soon after I explained the issue to someone on the phone. The email stated : " Most applied return credits post to a credit card account within 1-3 business days of the credit date. I have confirmed that your credit of {$39.00} was issued on XX/XX/2018 to VISA ( XXXX ). The reference number for this refund is XXXX. If you are still unable to locate this credit, please contact your bank or financial institution for information on their incoming credit processing time. '' ( I have attached the email ). I responded to them twice, asking them to please help by contacting my bank because my bank is not helping, and they have not responded at all. 

I was so sick of all this, and so frustrated that after being a 20+ year customer with Wells Fargo , with an IRA XXXX a credit card, a current checking account and a closed credit account, that I would be treated like this over {$39.00}, I just decided to give up as I really didn't know what to do. But then I stumbled upon an article about CFPB complaints where people had similar issues and thought this was finally another avenue - since neither company will help me, I hope the goverment will! 

Please contact me if you need any further information, thank you!

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