Consumer complaint received 2020-05-13
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My complaint is in reference to a claim dispute I filed with Wells Fargo on XX/XX/XXXX in the grand total combined amount of {$20000.00}. My dispute of the transactions paid to XXXX XXXX, XXXX were for {$1000.00} ( x2 ) paid on XX/XX/XXXX and for {$6000.00} ( x3 ) paid on XX/XX/XXXX, giving a grand combined total of {$20000.00} ( U.S. ) When I reached out to Wells Fargo at the time of the disputed claim amount for tuition paid to XXXX XXXX XXXX we requested a full refund due to fraud in the inducement of documents under contract. We tried to resolve the matter directly with XXXX XXXX, XXXX between the dates of XX/XX/XXXX-XX/XX/XXXX.  They refused our request. The claim is based on the fact that we know we would not have agreed to our children enrolling in the XXXX XXXX XXXX, XXXX program had we known that : 1 ) post-graduation employment rates were highly over inflated, 2 ) IT recruiters don't accept their program 's credentials which interferes with their ( my children 's and other graduates of their program 's ) abilities to get jobs ( pre-COVID-19 national pandemic ), 3 ) they would not receive adequate training of entry-level skills due in part to lack of qualified instructors for 1 of 3 stacks, the MEAN (  correction XXXX ) stack specifically, and lastly 4 ) career services were not provided as described. 

The director of the XXXX County ( XXXX XXXX ) location withheld accurate material facts about their post-graduate employment rates. We thought he had been honest with us because he convinced us that he was an expert in the field of IT. We just recently found out that he has even posted fake/inflated credentials on XXXX ; there is no way he worked for NASA and XXXX XXXX as a QA Engineer during the same exact years ( XX/XX/XXXX-XX/XX/XXXX ). He has supposedly worked at at least one other company starting in XX/XX/XXXX while concurrently working at those other two companies as well ; highly unlikely. 

When XXXX XXXX refused to refund our money, we escalated our complaint to the XXXX XXXX XXXX, the XXXX XXXX  XXXX XXXX XXXX ( XXXX ) and then Wells Fargo Visa.

Wells Fargo Visa closed the case because they had to make a decision, by federal law, within 10 days ; otherwise, they would be in trouble ( according to XXXX in the High Claims Fraud Department in a phone conversation around XX/XX/XXXX ) ; a decision that was made prior to my submission of evidence. I told him my issue is that when I first filed the claim on XX/XX/XXXX, I was told that someone would reach out to me to ask questions and collect evidence. That never happened, which is why I kept calling in to follow-up on the claim. XXXX advised me to write a cover letter and submit all of my evidence, along with the cover letter, via fax. I faxed over 150+ pages of evidence to submit for reconsideration of my claim to Wells Fargo . I called back a few times and on XX/XX/XXXX, XXXX told me that the documents had been " imaged in '' on XX/XX/XXXX and XX/XX/XXXX. She said someone would review the documents and would get back to me within 1-2 business days. I never heard from anyone. If someone did try to call me, they would hang up after only two rings. I would then call Wells Fargo back immediately and I could never get transferred to someone in the high dollar claims department. On XX/XX/XXXX, I called again to follow-up and then put in a complaint, with XXXX, who said she would expedite the complaint because no one ever called me back. Again, I never heard back from Wells Fargo. 

Today, XX/XX/XXXX, I called and insisted on speaking with a manager.  First, XXXX transferred me to XXXX, who told me that she is not a manager but a Resolution Specialist. XXXX asked if I told the last person that I wanted to speak with a manager, and I said yes and I don't know why XXXX transferred me to her if she is not a manager. She put me on hold while she tried to locate a manager.  She did come back and check on me to let me know that I would still need to continue holding. I told XXXX that I was going to submit a complaint to the Consumer Financial Protection Bureau, while on-hold for a significant amount of time, I finally get a call in on the other line from the Claims Assistance Center, conveniently after I told XXXX about being in the middle of writing my complaint. 
It was XXXX in Virginia who called me on the other line. She works in the Claims Assistance Center. She told me that a decision had already been made on XX/XX/XXXX for my claim to be denied. I told her that no one ever called to interview me or to collect evidence about my claim before that notice saying that the claim was " closed '' not denied was sent to my home, which is why I called in. I asked if my documents that I faxed had been reviewed. She said all of the documents were already taken into consideration when she made the decision on XX/XX/XXXX. I called her out on that lie because I never faxed those documents until XX/XX/XXXX. I asked if Wells Fargo had a time machine where she could go into the future and review those documents to apply to a decision that happened in the past. She began stumbling over her words, which liars do when they can't think quickly enough to keep up with the lie. I told her it sounded like no one ever actually reviewed the faxed documents. She then began doubling talking saying that she did review the documents and knows what they said. I said, " Oh really, then tell me what they say. '' She stumbled yet again and couldn't find the words. She then said, " Let me see. '' I think today was the first time that she may have actually looked at the documents. She then went on to say that the claim isn't actually because of fraud and it was too late to submit. I told her that XXXX explained that with the additional evidence, Wells Fargo could go back to Visa to submit to get my money back within a year. She said that fraud is when someone uses my card number without me knowing and that kind of thing. I told her XXXX said that my claim was closed and not denied and could be reconsidered. XXXX said the decision stands.

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