Consumer complaint received 2023-11-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Dear Executive Office,

We received the below secure message from XXXX XXXX and although it is very nice t is not accepted and this stage in this case. I was incapacitated at the time and we had a family member pay our bills which they continually paid on this account not knowing this was not belonging to us. I'm on permanent disability and this is a major issue. I have been reaching out now since finding out about it and that was months ago. I have still continued paying which I now understand I should not have had to do but no one as Wells Faro has helped or provided any assistance. I have been on my own. I now understand many disability violations and credit card dispute violations have been made on your end and IM now advising you this NEEDS To be corrected immediacy. I will continue to file formal complaints on this matter until fully resolved. This in unacceptable and I'm hoping one of you find executives sees that and can fit this to the direct person to handle this once and for all. I will not be filing any more disputes or providing you more details to you I have done that countless times now and you keep replying it is fixed and it isnt.. I have done that over and over and you have not done your part. This is now out of hand complete. 

I'm emailing you again and to let you know this is FRAUD and the card has been compromised and you have been as ware of that. The reason for the new card is that and not due to expiring etc. 

The entire balance does not belong to me and needs to be removed from my account and records and a new card issued

I have waited well over the allowable 10 days to resolve this matter 
please GET NACK TO ME THIS IS FULLY RESOLVE SO NO FURTHER ACTION IS NEEDED. 

Thanak YOU
XXXX XXXX 

From: XXXX  XXXX  
Sent: XXXX XXXX XXXX XXXX XXXX XXXX
To: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
Subject: Re: Complaint Regarding Account Ending in XXXX   
I received a phone message yesterday but cannot hear the person at all. They left a number I couldn't make out, and I advised I can't speak on the phone currently due to XXXX XXXX. I am still recovering.

I've made a lot of payments on this account; you still need to fix it. I was supposed to issue credits, refunds, and a new card and account. This account SHOULD BE REMOVED FROM YM RECORDS AS THEY DO NOT BELONG TO ME. 


These are the credits I am still showing due.

XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
I show $XXXX plus interest, fees, and late fees need to be refunded. 

Please confirm this is correct and complete. I would like an email to make sure it's resolved.

THANK YOU,

XXXX XXXX


From: XXXX  XXXX  
Sent: Monday, XXXX XXXX XXXX XXXX XXXX
To: XXXX 
Subject: Re: Complaint Regarding Account Ending in XXXX   
 
I would like to know if this is handled in full today. I received a letter months ago that a resolution was made and that you'd send it to the credit bureaus, and I see that still needs to be done. I have already waited for the timeframe allowed for disputes to be resolved as well.

From: XXXX XXXX  
Sent: Wednesday, XXXX XXXX XXXX XXXX XXXX
To: XXXX 
Subject: Re: Complaint Regarding Account Ending in XXXX   

 
Dear Wells Fargo Executive Office,

I had reached out to you about the above account and was disputing the balance, and I got a notice I was not responsible and that the account balance would be updated and a new card mailed to me.

I am still waiting for the new card; the account balance must be resolved.

I continued making payments on the account as I have been in the hospital for months and will be released next week, but I was told this account would be on hold. I was told all interest and late fees would be refunded and stopped on my account, and I see that still needs to be done. I am trying to understand why my account is still like this. I tried to be proactive on this, but the balance of $XXXX still needs to be reflected, which should be different. This should be a XXXX  balance, and a new card should be issued immediately. 

I can't call in because I cannot speak, but this was resolved and is now outside the allowable time to resolve billing issues from when I reached out in XXXX. This needs to be corrected.

Please confirm this via email, or you must leave a message, as I can only access and reply to emails now. I want this balance removed and a new card issued to me. 

Sincerely,

XXXX XXXX

Company response to consumer: In progress