Consumer complaint received 2015-09-28
Company: WELLS FARGO & COMPANY
State: WA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
I lodged the below complaint with Wells fargo, initially by phone, then by mail and lastly by email. I have been plagued with extremely challenged customer service ( or lack thereof XXXX with Wells fargo for a number of years so this current issue is of no surprise. 
My claim was initially denied on the premise that they ( WF XXXX did not receive my written claim ( mailed in XX/XX/XXXX 2015 ). I therefore re-submitted same via email ( XXXX XXXX 2015 ). I never heard back from them by mail, phone nor email from this latest submission! 
I therefore called in XXXX 2015only to be told that the claim was permanently closed! The agent indicated that the claim was closed as same was received beyond the time limit for filing and more info was needed ( although not specified ). attempts to resolve this matter with Wells fargo and it 's management has been in vain. I have contacted XXXX other of my visa card providers and spoke to their claims adjudicators. Not only were they not surprised to hear of my challenges with wells fargo ( not infrequent ), they also indicated that on a prima facie basis, my claim ( as referenced below ) appeared to have substantive merit and sufficient. XXXX referenced reason code XXXX services not delivered as agreed for the claim being honored. They also advised that once a claim is filed, one would have ONE YEAR to satisfy the documentation requirement, in clear contradiction from what WF CLAIMED! I am of the opinion that WF unfairly processed/ adjudicated the claim, and never submitted same to VISA in a timely fashion. Furthermore even if my re-submission of the claim falls outside of the required time frames, I not only filed a verbal claim ( with ALL the details contained below ) but also followed up with a written statement, ( which they conveniently CLAIM not to have received ). Both were within the correct time frame. I was also never told of any 'time limits ' for my 're-submission ' ( after being told that the initial XXXX went unaccounted for ). Such a material piece of information should definitely have been conveyed. 
I lodged the below complaint with Wells fargo, initially by phone, then by mail and lastly by email. I have been plagued with extremely challenged customer service ( or lack thereof XXXX with Wells fargo for a number of years so this current issue is of no surprise. 
My claim was initially denied on the premise that they ( WF XXXX did not receive my written claim ( mailed in XX/XX/XXXX 2015 ). I therefore re-submitted same via email ( XXXX XXXX 2015 ). I never heard back from them by mail, phone nor email from this latest submission! 
I therefore called in XXXX 2015only to be told that the claim was permanently closed! The agent indicated that the claim was closed as same was received beyond the time limit for filing and more info was needed ( although not specified ), Attempts to resolve this matter with Wells fargo and it 's management has been in vain. 
I have contacted XXXX other of my visa card providers and spoke to their claims adjudicators. Not only were they not surprised to hear of my challenges with wells fargo ( not infrequent ), they also indicated that on a prima facie basis, my claim ( as referenced below ) appeared to have substantive merit and sufficient. Both referenced reason code XXXX services not delivered as agreed for the claim being honored. They also advised that once a claim is filed, one would have ONE YEAR to satisfy the documentation requirement, in clear contradiction from what WF CLAIMED! 
I am of the opinion that WF unfairly processed/ adjudicated the claim, and never submitted same to VISA in a timely fashion. Furthermore even if my re-submission of the claim falls outside of the required time frames, I not only filed a verbal claim ( with ALL the details contained below ) but also followed up with a written statement, XXXX more attached )

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation