Consumer complaint received 2018-10-25
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was having issues with the cell phone I was using at the time and decided I needed to replace it with something new. I went to several stores and chose to buy it from XXXX. Their sales reps were very informative and helpful with choosing which device would work for me and what I need in a cell phone. They said The unlocked XXXX XXXX XXXX + is what will work best for me. I made sure to ask if the unlocked version supports the " WIFI calling '' feature ( allows calls to be made over the internet when cellular signal reception is poor ). They said yes it does. So I purchased a the XXXX XXXX  + unlocked for any carrier network from XXXX in XXXX XXXX  Florida, on XX/XX/XXXX. When I activated the device I learned they were wrong about my main concern in choosing. The following day I attempted to return the device and they said they couldn't accepts my return unless I provide my drivers license to them to be scanned into their database. I declined to do so because I would like my private personal information to remain private. XXXX is not a federal agency or government agency of any sort. They have NO RIGHT make people provide their personal information for their database. With all the major companies getting hacked and millions of people unknowingly having their personal info fall into the hands of criminals. So the cellphone I just paid {$780.00} for the following day was now useless to me. The customer service rep suggested I leave the device to see what he could do for me. He did not mention this in front of his coworkers or manager. He waited until he was the only person at the counter and then approached me ( as I stood there thinking about my options ). I didn't notice anything strange about the situation until I had time to dwell and think. 
So I did what the XXXX  employee said I should do, i had no other options. The next day I returned and no one knew what happened to the phone I left at the store and the employee ( who's name I didn't know ) wasn't there. I asked what are my options they said if you dont have the cellphone you have no options ( I didn't have any options if I did or didn't have it in my posession ). I contacted WELLS FARGO IMMEDIATELY. Explained my situation to the rep on the phone and she said I need to file a dispute. I did just that. Every day after the dispute I called to check the status and nothing was happening. In my dispute I stated I do not have the merchandise and I have not recieved a refund. The dispute details say " service not what I expected '' which is not the best explanation for my dispute. On the 10th day I spoke to a wells Fargo atm claims rep ar she was very short and to the point. No investigation was done and they couldn't help because if they returned the {$780.00} to me they wouldn't get any $ back from XXXX XXXX. She stated I need to go back and figure this out for myself. Yes it was made clear that no investigation was done. They didn't contact the merchant ( XXXX ). 
They didn't lift a finger to try and help. They denied My claim on the 10th day. Not early in the morning. I didn't get a notice of the status so I called and spoke to them again. Still the 10th day and when I raised the point of it being 10 days since I filed the dispute and asked why they didn't issue a temporary credit as required by law for claims not settled within 10 days that required more time to INVESTIGATE. After I raised that point during the phone call I checked the status of the claim in the wells Fargo app. Within 2 minutes of me getting off the phone with them the claim was denied.. 


This is not right. If they investigated the claim and found some legitimate reason for denial I would get over the issue and move on. But to be so bold and flat out say we are not going to look into this issue and go figure it out for myself. That tells me that # 1 they do this to alot of people because of how she said something so outrageous as if she was saying something that was completely normal and accepted among her co workers. # 2 she was used to this kind of abuse of power. We aren't going to make any effort to help and you can't do anything about it, have a good day ... 

What happen to Established XX/XX/XXXX. 
Re-established XX/XX/XXXX, with a recommitment to 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 explanation