Consumer complaint received 2016-03-17
Company: WELLS FARGO & COMPANY
State: HI
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX XXXX, XXXX, I disputed a charge on a Wells Fargo ( WF ) issued credit card for XXXX XXXX XXXX ( XXXX ). The purchase was made at a XXXX affiliated store, XXXX XXXX in XXXX, Hawaii. On XXXX XXXX, XXXX, I called WF Disputes Department agent XXXX who wrote advising me WF ruled the transaction valid. In the WF letter, I discovered a XXXX return policy agreement with my signature forged. The agent indicated on the phone he was on his third day of training so I requested a new dispute based on his lack of experience but primarily because of the alleged forgery.On XXXX XXXX, XXXX, I received a letter from WF agent XXXX indicating the charge was valid because there was no return credit given by merchant, despite the fact the merchandise was returned on XXXX XXXX, XXXX. In his letter, the agent indicated I could contact him with questions, however, I never received a return call from left messages. Therefore, I sent a certified letter to WF requesting all documents provided by XXXX to support its claim the charge was valid. WF Executive Office contacted me and indicated remediation analyst XXXX would review my case and be in touch by letter. Once I received that letter, I realized the agent took only one day from the date I was contacted by phone to review 5 months of correspondence to decide the charge was valid. The decision was once again based on XXXX return policy and no issuance of a credit refund. Doubtful there had been a review, I contacted the Executive Office and complained about the apparent lack of consideration of the facts in the case.My complaint against Wells Fargo Financial Retail Services stems from : 1 ) apparent lack of experience of WF dispute agents and no return calls from agents, despite indication to call with questions 2 ) no consideration by WF of misrepresentation of product facts by XXXX sales person or mention of Federal Trade Commission complaint ( FTC reference number XXXX ) filed against XXXX for breach of implied warranty of fitness. Wells Fargo only offered an apology if I experienced any dissatisfaction with XXXX 3 ) no consideration by WF of Office of Consumer Protection of Department of Commerce and Consumer Affairs complaint ( case # : XXXX XXXX XXXX ) 4 ) no consideration by WF of alleged forgery or police report ( Report # : XXXX ) for forgery filed against XXXX salesperson 5 ) no consideration for my XXXX acceptance of XXXX XXXX return policy ( had I been informed of or read XXXX restrictive return policy, I would have walked out of store without purchasing ) 6 ) concerned all letters and emails have n't been reviewed by WF, perhaps because not all documents were received ( this concern is based on XXXX/XXXX/XXXX emails sent to email address provided by XXXX in Executive Office but not received 7 ) concerned WF declaration the charge is valid is based on XXXX XXXX return policy agreement ( which bears my alleged forged signature ). WF apparently ignored XXXX refund offer, in a XXXX XXXX, XXXX email to me, for any price difference on an exchange item. XXXX XXXX return policy is apparently flexible and not set in stone as the company seems to indicate in communications with WF ( a refund is no longer acceptable as I have already purchased a bed from a different retailer ) 8 ) another concern is the connection between XXXX XXXX XXXX and Wells Fargo. XXXX is XXXX largest buying and marketing organization and Wells Fargo Financial Retail Services is a preferred provider of consumer financing with XXXX ( from XXXX website ). XXXX is associated with XXXX and the WF credit card on which I purchased merchandise bears the XXXX label. Wells Fargo may be acting and deciding on behalf of XXXX and its affiliated store, XXXX.

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