Consumer complaint received 2022-02-03
Company: WELLS FARGO & COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I purchased granite countertops on XX/XX/XXXX for XXXX down an a final payment of XXXX upon installation on XX/XX/XXXX. When the installers come out the color of granite was wrong but i was willing to except the color because it was close to the color I wanted. The granite was installed. As I was cleaning the mess the installer made i noticed a crack in the granite. I reached out to the company the next day. The owner stated he would send someone out to fix it. I stated to the owner that i wanted a new piece because i don't want a botched up piece of granite. The owner sent more installer on XXXX XXXX with another piece of granite that had scratches, cracks and wrong size. On XX/XX/XXXX the owner sent anther piece granite which was a different XXXX pattern. I called the owner an we got into dispute over the phone. 

I called Wells Fargo on XX/XX/XXXX to dispute the charge at that time I explained to the representative that I was not satisfied with the granite i received. I was told by representative that my claim was on file an was given a reference number and provisional credit and someone would contact me if further information is needed. 

I received a call from Wells Fargo Claim Department on or about XXXX XXXX. I was asked questions about what occurred and was also told to email any documentation that could support my claim. I emailed my texts messages and pictures to the email that was provided to me on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Claims Assistance Center with denial of claim. on XX/XX/XXXX I called the number provided in the letter an the representative said the email i sent on XX/XX/XXXX was blank or blur an i needed to resend in a pdf form. On XX/XX/XXXX I download pdf app to my phone an emailed Wells Fargo the text messages and pictures in pdf from. I called Wells Fargo Claims on XX/XX/XXXX, XXXX and XXXX an they still didn't receive my email so the representative ask me to resend the email an she also said i could go to a branch an they could send the email. Later that evening on XXXX! XXXX, XXXX I went to Wells Fargo branch at XXXX XXXX XXXX XXXX. I spoke to XXXX XXXX XXXX XXXX in which i forward the email to XXXX XXXX an she emailed it to card services. I called Wells Fargo back on XX/XX/XXXX and XXXX I was told they didn't receive my email an i said XXXX XXXX sent it from a branch an how come y'all didn't receive it. I was told by the representative that XXXX XXXX needs to send the email to XXXX XXXX XXXX, com because we changed our email so if she sent it to card services we would not get it. I called XXXX XXXX an asked could she please send the email to XXXX. 

On XX/XX/XXXX I received an email from XXXX an I thought that was a acknowledgement of my email. Now on XX/XX/XXXX I receive another email from XXXX stating the complaint i submitted has very little information and i could bring documents into a branch. On XX/XX/XXXX I called XXXX XXXX XXXX Representative an i was told the only thing he received was a email stating I called an was upset. I then explained to XXXX XXXX XXXX how would you expect me to fell when y'all received the email on XXXX XXXX an I sent the other couple of emails to the same email address an you say you didn't receive it and i also went to a branch an one of your employees sent the email to two different email address an y'all still say you didn't receive it. At that time XXXX XXXX said let me make a call to see if i can open this back up or what else can be done. when I called XXXX XXXX back he told me there was no emails sent to their office an he did not reach out to XXXX XXXX an what i can do is resend another email an it can not be a pdf. 

At this point i don't no what Wells Fargo employees want from me. An I went to a Branch as I was instructed.They refuse to reach out to one of there employee to retrieve the email. I sent the email several times with a conformation email saying it was sent. I feel like they are purposely trying to not look into my dispute fairly.

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