Consumer complaint received 2022-06-17
Company: WELLS FARGO & COMPANY
State: TX
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:
I was pressured into buying a XX/XX/XXXXhair piece for {$1000.00} on XX/XX/XXXX from XXXX XXXX XXXX in XXXX XXXX. I realized within a few hours after purchasing it that the hair was not what it was supposed to be. It would not stay in my hair, it did not match my hair color, and it could not be styled the way the owner claimed it could be. I realized it was not real hair, and that it was a product the owner manufactured herself. There were a lot of negative reviews online and a XXXX for the hair for {$190.00}. 

Since the store was already closed, my husband and I took it back as soon as they opened the next day at XXXX XX/XX/XXXX. I was yelled at by the owner on speaker phone the store manager was holding. When I tried to talk to the manager, he stated he did not speak English. The owner refused to give me a return or an exchange. She continued to yell at me over the phone the manager was holding. I felt intimidated and scared, so my husband took the product out of my hand and left the product on the counter. We left the store and immediately called Wells Fargo for help ( XXXX XX/XX/XXXX). I did tell the owner we were leaving it on her counter and the manager saw it there. I told Wells Fargo exactly what I did, and they never said I must get a refund receipt for proof. I only had the product for about 17 hours. Wells Fargo assured me they would take care of the situation. They acknowledged that I was not offered a refund or an exchange. Wells Fargo said they could stop the transaction from posting since it was still pending. I do not have the product now, but the store is falsely telling Wells Fargo they have no proof that I returned it on XX/XX/XXXX. Since it was left directly on their counter with their manager and the owner was told we were leaving it, one would have to assume they have the product, or the manager stole it. 

I felt confident Wells Fargo would reverse the charge. I started this claim with Wells Fargo on XX/XX/XXXX. I did receive an email on XX/XX/XXXX stating Wells Fargo would investigate my dispute which may take up to 60 days. I continued to receive sporadic emails that Wells Fargo was working on my dispute and making progress. I called Wells Fargo around the end of XXXX, as I was about to make by 2nd credit card payment for XXXX. I wanted to know what the status of the claim was, since the emails all said that progress was being made. 

When I called, it was like I was telling my story for the very first time. Once again, the banking assistant assured me that Wells Fargo would help me with my claim. Then the emails started again about how progress on my claim was being made. On XX/XX/XXXX, I received a letter and a form in the mail asking me to complete a Cardholder StatemenXXXX of Disputed Transaction and return it in 10 days. This should have been done back in XXXX. However, I immediately filled it out and emailed it back. On XX/XX/XXXX, two months after the initial claim was made, I got an email like I did on XX/XX/XXXX stating that Wells Fargo was working on my claim but that it may take up to 60 days to resolve me claim. The grand total would now be 120 days to resolve my claim. By law, a bank has 90 days to resolve a claim. Also on XX/XX/XXXX, Wells Fargo gave me a temporary credit back of {$1000.00}. 

On XX/XX/XXXX, I sent the claims department another email checking on the status of my claim, as the 90 days from XX/XX/XXXX was up on XX/XX/XXXX. On XX/XX/XXXX, I received an email stating that Wells Fargo had opened a claim for my case and would contact me in 10 business days, which would have been XXXX. I was called on XX/XX/XXXX, by Wells Fargo telling me that they would reach out again to the merchant that yelled and intimidated me to ask for a refund again since the merchant said no the first time. I told the bank assistant that I was certain the merchant would say no again, so what would happen then. The Wells Fargo assistant assured me that there were other options that Wells Fargo had to help me with the claim. On XXXX, I received another email that Wells Fargo was making progress on my claim. 

On XX/XX/XXXX, I received a voicemail from XXXX at Wells Fargo stating that my claim was closed, I would be receiving some forms, and that I would now be rebilled. Three billing cycles and 113 days later Wells Fargo closed my claim by not taking care of me like they promised on XX/XX/XXXX and making me pay for a product I returned within 17 hours. When I called the claims department, I spoke with three different managers that all told me it was because I did not have a return receipt that Wells Fargo could provide to Visa. I asked to call Visa, and when I did, Visa told me that Wells Fargo decides who they give a courtesy refund to or not. Visa does not require a proof of return receipt from Wells Fargo. The last manager ( XXXX XXXX in the claims department then backtracked the Visa receipt story and said that without the receipt, Wells Fargo does not trust me. He also told me to be more careful of the places I shop at in the future. 

Wells Fargo took longer than 90 days to resolve this claim. Wells Fargo stated on XX/XX/XXXX that they would help me to reverse this charge. Wells Fargo should be held accountable.

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