Consumer complaint received 2017-11-14
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I filed a dispute with my business credit card company Wells Fargo Bank for {$940.00} on XX/XX/XXXX. I never used my business card with XXXX XXXX XXXX and I do n't know how they got a hold of it. When I was a customer with XXXX XXXX XXXX I had my monthly bill on auto-pay on my personal credit card. I also contacted XXXX XXXX XXXX and the representative could not assist me and responded that someone would get a hold of me who can research this charge. I never heard back from XXXX XXXX XXXX. 
On XX/XX/XXXX I received an email and letter indicating that my dispute was declined due to the claim is greater than 120 days and they claim they could not get a hold of anyone at XXXX XXXX XXXX. I called Wells Fargo to see if they can assist me further and the representative I spoke with said I can email Wells Fargo at XXXXXXXXXXXX and explain my situation and ask for a refund on my credit card. I never received any communication from Wells Fargo regarding the email I sent. 
On XX/XX/XXXX I called XXXX XXXX XXXX to see if they can assist me since I can not get any assistance with my credit card company. The representative at XXXX XXXX XXXX said I would need to contact my credit card company to see what XXXX XXXX XXXX account number was billed ( since it was not mine ). 
On XX/XX/XXXX I spoke with XXXX at Wells Fargo and was told that there is no way to see what XXXX XXXX XXXX account number was billed and that they can not refund my credit card. 
On XX/XX/XXXX I called XXXX 's Consumer Affairs Branch and spoke with  XXXX. She said she would email XXXX XXXX XXXX XXXX department to have someone return my calls. 
On XX/XX/XXXX I received a call from XXXX XXXX XXXX from XXXX at the Credit Service Department. She said she can not refund my credit card because although XXXX XXXX has no record of {$940.00} billed to my account, since I am no longer a customer she said she can not refund me. She said I would need to go through my credit card company to file a dispute. I explained to her I have tried and the dispute has already been declined. I asked to speak with her supervisor, XXXX and he said I can have my credit card company call their department to try and resolve this charge. 
On XX/XX/XXXX I spoke with XXXX at Wells Fargo business credit card department and said he can not refund my credit card because the charge was greater than 120 days and Visa will not allow it. I asked XXXX if he can contact XXXX XXXX XXXX 's credit card department. He called and said he left a message. I also called XXXX at XXXX XXXX XXXX and left a message for her. She called me back on XX/XX/XXXX returning my call and she said XXXX at Wells Fargo did not leave a message regarding my dispute. 
I left messages with XXXX at XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX and she returned my call on XX/XX/XXXX. I asked her to conference call Wells Fargo Bank to try and resolve this issue. Unfortunately, XXXX got disconnected but I got a hold of XXXX at Wells Fargo. She said she can not refund me even if she speaks with XXXX XXXX XXXX because the dispute is greater than 120 days. I asked if she could conference call the number for XXXX at XXXX XXXX XXXX and she somehow could n't reach the extension number I gave her. XXXX at Wells Fargo tried to connect me to the executive office for business accounts but she was not able to. She said she will leave my contact information with that department and someone should be getting a hold of me. I told her this is unbelievable that my own credit card company will not refund a fraudulent charge on my credit card. I am still paying interest and the {$940.00} is still on my credit card today.

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