Consumer complaint received 2022-05-19
Company: WELLS FARGO & COMPANY
State: FL
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 notified Wells Fargo Bank of a billing error on my credit card. The transaction in the amount of {$470.00} XXXX  XXXX XXXX posted on XX/XX/2022 was a online order for a headlight for my vehicle. The merchant provided tracking details to me stating that the merchandise was Left at the front door in XXXX FL on XX/XX/2022 ( did not specify my address on the tracking and there are thousands of homes in XXXX FL ). I attempted to resolve with the merchant on XX/XX/2022 as I still had not received the merchandise, I contacted the merchant via there customer service number and it would ring but the call would drop after a few rings. In turn I contacted my bank to notify them of the of this billing error on XX/XX/2022, I provided them the product description within my dispute. I notified the bank via there online dispute portal which is considered a form of written notice under Reg Z section 1026.13 13 ( b ). 

I will provide the lifecycle of the dispute process next. I did not receive a written form of acknowledgement from Wells Fargo confirming my valid billing error which was reported well within 60 days. I have not received any written communication from Wells Fargo regarding the merchants response to my dispute so I can properly be provided the opportunity to respond per Visa Rules and Regulations for Reason Code 13.1 Non-Receipt of Merchandise/Services. Wells Fargo did initiate contact by calling my cell phone on two separate occasions ; they 1st called on XX/XX/2022 XXXX ( No voicemail was left ), I called them back immediately 9 minutes later at XXXX and was advised that nothing additional was needed from me and that a Pre Arbitration was submitted, I informed the representative that if anything is needed to please contact me. The 2nd call was on XX/XX/2022 at XXXX ( No voicemail was left ), I called back immediately 1 minute later at XXXX, the representative advised that they would schedule a call back same day, however no call back was ever received. The very next day my account was incorrectly reposted for the {$470.00}, this repost was invalid per Reg Z section 1026.13 Paragraph 13 ( c ) ( 2 ) which prohibits a creditor from reversing amounts previously credited for an alleged billing error if the creditor fails to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted, or otherwise fails to comply with the error resolution procedures set forth in section 1026.13. Furthermore, the creditor generally must credit the disputed amount and related finance or other chares as applicable to the consumers account. I believe that Wells Fargo mishandled my dispute and did not properly comply with Regulation Z section 1026.13. 

I contacted the Wells Fargo on XX/XX/XXXX to express my concerns and the mishandling of my claim. The representative within the dispute department did not answer or address any of my concerns and instead stated that a complaint would be filed with the executive office and that they would call me within the next day or so. I never received a phone call from anyone from the executive office. I received a email on XX/XX/2022 stating that my complaint would be reviewed and that they would contact me within 10 business days. Instead I received a generic email stating that my dispute was denied, with no further recourse available. This is unacceptable and did not address my complaint regarding the failure of properly following Reg Z and Visa Rules and regulations that govern disputes, specifically Reg Z section 1026.13 and Visa rules and regulation regarding Dispute Reason Code 13.1. I would like to state as i told Wells Fargo, tracking details do not remedy dispute reason code 13.1, furthermore the tracking details state the merchandise was left at the front door in the city of XXXX, FL and does not specify an address nor a signature which does not remedy reason code 13.1 non receipt of goods and merchandise, in turn signifying the dispute was in fact mishandled. 

I contacted Wells Fargo regarding the generic executive office email i received and was told the case worker is busy and can not take my call. I am filing this official complaint with the FCPB as I am hoping to rectify my situation and hopefully will lead Wells Fargo to update their policies and procedures to properly follow regulation Z and any other rules that govern credit card disputes. As of today I still have not received my merchandise and my bank has failed to protect me at no fault of my own. Any help would be greatly appreciated. Thank you. 

Executive Office Complaint Case ID 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