Consumer complaint received 2022-04-25
Company: WELLS FARGO & COMPANY
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Last year, around this time, I attended an expo home show. The XXXX XXXX XXXX salesman informed us that the mattress we liked and tried in the showroom would be the one we would purchase. Because this company is based in Massachusetts, we are already apprehensive about purchasing it. Our two king-size mattresses were delivered to our residence on XX/XX/2021, however. After trying them for a few days, we felt that the mattresses did not feel or look like the ones we tried at the expo. The mattresses appeared cheap and felt like bricks. Several days later, we contacted XXXX XXXX XXXX numerous times at the number on our receipt, XXXX. However, the mailbox was full at that time. After many attempts and months to contact the company, I was forced to seek the assistance of the third party, Wells Fargo 's investigation department, who funded the merchandise through credit. I have been in discussions with Wells Fargo 's investigation department to try to rectify the situation since XX/XX/2021. Similarly, Wells Fargo attempted to contact American Sleep Therapy by telephone and by mail for over ten months without success. As a result, Wells Fargo has placed my account on hold for further investigation. Having tried to contact XXXX XXXX XXXX numerous times after my first initial attempt was unsuccessful, I decided to wrap both mattresses in plastic and place them in storage due to their extreme discomfort. The Wells Fargo investigation into this issue has been in constant contact with me since XXXX of this year where they have made multiple attempts to contact American Sleep Therapy by phone and mail, but have not received a response. Wells Fargo contacted me late in XXXX of this year to inform me that they have contacted XXXX XXXX XXXX and are offering us a pillow top to rectify the situation. I told the Wells Fargo representative that it was unfair of them to provide us with a pillow top after waiting ten months to rectify the situation. I was told by the Wells Fargo representative that I should contact them to resolve this issue. Having called XXXX XXXX XXXX again, there is still no one there and the " voice mailbox '' is full. Then I received a letter on XX/XX/2021 from Wells Fargo indicating that they must respectfully decline my claims for disputing the mattresses merchandise we received from XXXX XXXX XXXX. In the letter, it says that XXXX XXXX XXXX wish for me to contact them to make an exchange. I Due to a XXXX XXXX XXXXXXXX, I had to purchase another mattress because I called after receiving this letter, and I still dont get answer from this company. Every time I call in the morning, afternoon and evening I receive the same message, " Voicemail box is full. '' It was so bad that an employee of Wells Fargo called XXXX XXXX XXXX and reported the exact same message : " Voicemail box is full. '' I couldn't deal with the XXXX XXXX XXXX mattress any longer. Due to the mattress we purchased, I would have difficulty walking every morning. My wife and I bought a mattress from this company because I suffer from XXXX XXXX XXXXXXXX and we hoped that the mattress would allow me to sleep comfortably without experiencing pain in my body, however, the mattress did not meet the expectations that we paid for. Having to purchase mattresses from a local store, my wife and I have not encountered any problems. In view of the fact that the company was difficult to contact, but have finally responded after ten months, Wells Fargo is asking me to pay a bill. In my view, we have been exploited and I believe that there has been a swindle out of money for something we were no longer using. We have been subjected to a lot of stress and frustration during this process. In order to make things worse, as soon as Wells Fargo receives a reply from the company, the bank sticks us with a bill and back fees.

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