Consumer complaint received 2021-05-14
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XXXX of XXXX, I was selected as a Vendor for Super Bowl. I purchased nearly $ XXXX worth of promotional items from a highly recommended company that promised a 1-week delivery. 

After 2 months and no delivery, On XX/XX/XXXX, I opened up an investigation with Wells Fargo with a claim of ( DID NOT RECEIVE PRODUCTS ) on both accounts. 

The first account ( Claim XXXX ) ending in XXXX XXXX Card number ending in XXXX ) in the amount of {$41000.00} through 4 product orders. 

The second account ( Claim XXXX ) ending in XXXX XXXX Card number ending in XXXX ) in the amount of {$38000.00} through 4 transactions. 

The agent reached out on XX/XX/XXXX, and offered to issue a provisional credit while they investigated. They did provide the credit. They also asked me to email the invoices to XXXX. 

I sent the emails, but later found they were sent to card claims instead of cardclaim, which was my fault. After speaking with the rep to confirm the right email address, XX/XX/XXXX, I then sent it to XXXX. 

I received automated kickbacks with the subject : " Read but do not reply from Wells Fargos Claims Assistance Center ''. The following email read " Dear Customer : Please do not respond to this email. If you have questions or require an update about your claim, please call us at XXXX, Monday Friday, XXXX XXXX. to XXXX XXXX, or Saturday, XXXX XXXX. to XXXX XXXX. Eastern Time. We can provide assistance in other languages at this number. We are unable to respond to claim questions through email. Thank you. We appreciate your business. Wells Fargo Claims Assistance Center '' While I reached out to them over and over, I found they had mislabeled the dispute as " SERVICE NOT WHAT I EXPECTED '' Instead of " PRODUCT NOT RECEIVED '' I notified them numerous times that they mislabeled the dispute reason, but was ignored numerous times. I was escalated numerous times, only to be told it'll take 1, 2, 3, and more business days each time with no results, nor update. 

After growing tired, I notified and filed a fraud claim with XXXX Directly after being escalated and getting through to their back-end lines. I was told that there had not even been investigations filed by Wells Fargo to XXXX. 

Not only am I frustrated at Wells Fargo for not investigating what they dropped the ball on. My account provisional credit was also taken from my account causing my account to go into the negative and causing issues with payroll. 

Upon reaching out to them voicing my complaint, I was given the runaround again as if they can care less that I had been ripped off of $ XXXX and saying the claim has been closed. Yes, the same claim that never started an investigation with XXXX. I am opening this claim and plan to sue Wells Fargo for damages and losses if this is not rectified with them doing a proper investigation.

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