Consumer complaint received 2023-08-24
Company: WELLS FARGO & COMPANY
State: GA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This is with regards to dispute no. XXXX. I purchased a product off of XXXX that turned out to be a scam. I made this purchase believing it was a domestic XXXX woman owned business that I was supporting but it turned out to be some unknown merchant out of XXXX, who had no connection at all with business I thought I was patronizing. It took months for the order to delivered, and when I asked them for a refund due to non-delivery the stated the item was in transit ; I made the order in XXXX and did not receive the items that where not even as described nor did they work until XXXX. 
As a customer of Wells Fargo using the Wells Fargo XXXX XXXX XXXX card, I turned to my financial institution with this matter and they stated that per XXXX XXXX terms and conditions there was nothing that could be done even though the product was nothing as described and did not work. I was told to either contact XXXX who I purchased through or deal with the merchant who you can't pin point who it was precisely. I contacted XXXX and they stated they would have refunded me the money per XXXX terms, but my financial institution was the final authority and they could not over turn it. This was annoying because why did Wells Fargo send me to them knowing this was the case. The merchant initially was willing to partially refund me what the market value of the item was, even though they charged me nearly seven times the price, but after Wells Fargo 's decision they would not even respond to me. The Wells Fargo representative I spoke with, said these were XXXX XXXX rules, so I contacted XXXX XXXX and they stated this was not the case, in situations such as these they would refund the money, but this card was Wells Fargo managed so they made this decision. I spent more money and shipped the product back to XXXX at the cheapest price possible, but because of Wells Fargo 's decision I can not get an answer from the merchant. 
I filed a complaint with XXXX  and Well Fargo again reiterated that " XXXX XXXX ' Customer Agreement and Disclosure Statement does not allow foreign transactions to be disputed as, 'Not as described '. We regret we are unable to assist you. If you wish to purse this matter, you will need to work directly with the merchant. '' I asked for a copy of the Customer Agreement and Disclosure Statement to which they are referencing but have yet to receive it till today. I googled and found a copy of it from CFPB ( see attachment ) and no where does it mention this. I XXXX whether this was an XXXX XXXX policy and found to the contrary ( see attachments ). 
It is beyond disappointing that the trust and expectations we put in financial institutions and their products to protect consumers in such matters is grossly misplaced, and they make decisions to your detriment and can not even substantiate them. I am supposed to now negotiate with a deceiving merchant whom I did not knowingly patronize, who is now unwilling to do anything as Wells Fargo has already made a decision in their favor.

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