Consumer complaint received 2022-03-04
Company: WELLS FARGO & COMPANY
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
This is regarding previous claim : Case number : XXXX and XXXX Account number ending in : XXXX and XXXX Consumer Financial Protection Bureau, case number : XXXX I recieved this letter from Wellsfargo in response to my previous dispute filed at CFPB and I am responding to the decision made on my complaint. 
XXXX XXXX at WellsFargo wrote : " Thank you for your patience while we looked into your concerns. Weve completed our research and are ready to share our findings.Our records show the concerns addressed in your recent correspondence are similar to concerns previously received by the bank. We truly apologize that this matter continues to be a source of concern. Upon receipt of your concerns, the XXXX XXXX XXXX XXXX conducted our own investigation. During the investigation, we determined based of notes and account activity that the disputed transaction was authorized by you. We stand by the decision made by our Claims Assistance Center to decline your request for reimbursement of the disputed transactions. We encourage you to reach out to the merchant directly to resolve this matter. '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX cc : Consumer Financial Protection Bureau My response : I got a call from loss and prevention department and I called them back but there was a long three to five hours of hold. They dont answer calls and have no live person to speak to and no other way to get in touch with that dept. I tried reaching out to XXXX XXXX multiple times but he has ignored my calls and emails and has not responded to resolve the issue on my accounts. I am filing a claim to discuss the issues with wellsfargo as they are unable to help resolve and cooperate. 

First, I had no idea that there is limit to filing a claim on merchant transactions. I understand there are many claims in all my three accounts merged and I dont like filing claims without a valid reason but I had to file since there have been disputes with merchants in XXXX XXXX Merchants in XXXX avoid paying taxes to the government in XXXX and when they see a tourist they try to get them to pay cash. I shopped for my business fashion art and interiors in XXXX and some merchants, NOT all the merchants, swiped my card and then made an excuse that it didnt work so I had to pay cash but card had already gone through. They then got into voiding it that never gets refunded which is why in some cases, I had no other options but to file a dispute. In other cases, disputes with merchant were on " product defect '' like the last dispute filed. 

Second, all disputes filed are closed and if they were not settled in my favor then I made a payment. I am trying to make a payment on business account now but I dont have access to do any transactions because Wellsfargo has given me limited access to all my accounts so there is no way for me to pay or resolve the issue. I dont think any other claim is open accept two transactions. I submitted all required documents for the two claims. One of them is {$8700.00} and I explained in my previous emails and calls too Wellsfargo also sent proof of documents and faxed to why I disputed those transactions.

The merchant sold me 4 bangles that were at {$8700.00} for 22 carat then he made me a certificate of gold for 20 carat that existed in jewlrey business. I was suspicious about the carat size so I had them checked it at other stores and found out that they were not 22 carat but three bangles are 14 carat and one bangle is 18 carat. I confronted the merchant and he said he made a mistake. " Mis-marking of jewlrey is illegal. '' He sent me emails to compensate me for the trouble along with refund to which I said okay. I went to store returned yellow sapphires also I had bought since I bought lot of jewlrey from him in last few years but he never did this before. He screamed at me and started taking pictures of me in jewlrey that belongs to my deceased mother. I told him to stop taking my pictures without my consent its misconduct public behavior and invasion of my privacy. I went to police but they refused to take my report. I even informed US consulate in XXXX but they cant get involved. I informed your department because merchant promised me refund for all returned jewlrey and had not done it thats why I filed the claim as advised by Wellsfargo department for valid reason of promised refund that was not issued by the merchant so I dont understand what seems to be an issue to close my accounts?

Its NOT about an authorized charge as Wellsfargo is saying. I never said I didnt authorize the charge. Ofcourse I authorized the charge and thats how I bought the bangles so thats not the issue now. The issue is " defected illegally marked bangles refund that the merchant promised and has not refunded '' and I have provided his emails and all other documents " promising refund plus the compensation '' for the inconvenience caused by him and even then Wellsfargo is refusing to accept the clear evidence and refunding my money back which according to " section 78 consumer act '' I have the right to ask for my refund If the product is defected.

Then last week I saw {$2300.00} credit coming into my account so I thought it could have been for other open claims besides the {$8700.00} claim because I did not file any other claim after the last one I filed for {$8700.00}. Wellsfargo made a mistake maybe I dont know what happened and issued a credit and I thought it was my due credit so I used it to make payments and now they reversed the credit putting my account in negative balance. 

I am willing to discuss and clear the balances and resolve the issue but the Loss and Prevention Dept NEVER picks up the phone after XXXX hours of hold time and XXXX XXXX never called me back or responded to my emails and thats why I am filing this complaint with CFPB! Wellsfargo is the worst bank to bank with ... .horrible customer service, no response from Loss and Prevention and rude staff. 

I need my refund back of {$8700.00} finalized and claim closed. Now that Wellsfargo made a mistake and issued last credit of {$2300.00} in account ending in XXXX which is not my fault so they must leave the credit as it is and remove the account from negative balance to compensate for inconvenience and mistake they caused in my account and for giving me limiting access to all my accounts.

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