Consumer complaint received 2022-11-29
Company: WELLS FARGO & COMPANY
State: VT
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:
On XX/XX/XXXX, for car repair service at XXXX, XXXX, VT I was charged {$380.00}, which I paid by Wells Fargo XXXX XXXXXXXX. This morning I wanted to dispute that transaction, because : XXXX ) XXXX XXXX XXXX I haven't authorized. I brought the car in for exhaust repair. I specifically instructed them in writing not to perform the state inspection until that repair is done. That repair was not done that day because the parts needed to be ordered. Yet, I was billed for inspection. I do not know why I was billed for an inspection, that I asked NOT to be done, unless repairs, I acknowledged that needed to be done, were completed. I was also, actually, billed for the " state sticker '' as a part received, but I did not find the sticker affixed to my windshield. I should not be asked to pay for parts not received. I did not even realize I was billed for inspection until I reviewed the bill at home. 

2 ) Furthermore, I was overcharged for parts. For one allegedly bad rubber bushing, they changed an entire control arm. I paid {$180.00} for part # XXXX. Which I later found far cheaper in 3 separate locations XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX - {$85.00} XXXX XXXX XXXX - {$83.00} XXXX XXXX XXXX - {$52.00} 3 ) In the lengthy write-up of everything that is wrong with my, otherwise perfectly fine, driving vehicle, they noted that there was no oil in the car and that there was an oil leak ( they did not mention that to me in person ). I checked the engine oil and the engine afterward and the oil level was appropriate and there were no signs of any leakage. 

4 ) there is no explanation for the item " misc. supply '' ( {$17.00} ) in the bill, and I don't know why should I pay that So, I went to file a dispute online on my Wells Fargo account profile, but after repeatedly trying, I was unsuccessful. Their online dispute submission system always freezes in step 2 of 3, when after clicking on the 'continue ' button, instead of being taken to step 3 nothing happens.

I then engaged in 'live chat ' with 3 equally uninformed, incompetent, and unhelpful customer service representatives who were just eager to explain what they can not do ( file the dispute over chat, give me a direct email where to submit my dispute, give me a regular mailing address where I can send it by USPS ). 

Instead, they were telling me that I must call them. I disagree. This is not an accessible service. I am hard of hearing. They are mandated by the XXXX to provide accessible service to me. And the phone is not that. I want to communicate in writing. Every business in the US of A has to have a legal mailing address, including Wells Fargo, and I am urging you to demand they provide it to me. 

Further researching online I found out they have mailing address for people to send supporting documentation with their disputes ( Wells Fargo Dispute Resolution Department, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX IA XXXX ), and I sent my dispute there by certified mail, return receipt requested.

The chat agents also gave me the usual spiel about how my computer, my operating system, my browser, and my cache may be wrong, and gave me directions about a hundred different time-consuming and inconvenient steps that I should perform in the hope to submit my dispute online, as I should have been able to do in 10 minutes this morning, instead of wasting 2 hours on those morons.

There is nothing wrong with my computer- I am filing this just fine. But to satisfy the form, I actually try to access my Wells Fargo account tonight from a completely different computer ( with a different browser and operating system ), and I was obliged to enter the code they texted to my phone, as this was the first time I tried to access my WF account from that computer. And, guess what - the same exact thing happened when I try to file the dispute : their system did not let me move on past step 2 - which while being frustrating and infuriating proves their chat folk is lying : there is nothing wrong with my tech, but the problem is on their side. 

Either their website is just accidentally malfunctioning and buggy or this is a deliberate effort to quash disputes, and to make them more time-consuming to file, by offering this bogus online system, that they know doesn't work, and then directing people to call them and waste further hours and hours on hold with them. I believe what they do is illegal, and I expect your swift action. 

While i was reviewing my WF account profile I noted two messages from them. One from XX/XX/XXXX where they acknowledge that I changed my email address from XXXX to XXXX. Then there is another one from XX/XX/XXXX which states that an email they sent to my XXXX address returned undeliverable. There are several frustrating and infuriating details about that. First, why are they sending an email to XXXX on XX/XX/XXXX if they acknowledged on XX/XX/XXXX that I changed email address to XXXX? Who is doing their IT?? 

And, second - what problem do they have with delivering emails to XXXX? I receive hundreds of emails daily to that address, even from a bank in XXXX, and absolutely nobody has any problems with delivering emails to that address except for Wells Fargo and XXXX credit cards. I suspect they might be using the same IT geniuses for emailing services, who for some idiotic security reason, that I can't even identify yet, don't like my balkansnet email address. 

Also, on XX/XX/XXXX I once received this message in my browser : This page cant be displayed Turn on XXXX XXXX, XXXX XXXX, and XXXX XXXX in Advanced settings and try connecting to https : //www.wellsfargo.com again. If this error persists, it is possible that this site uses an unsupported protocol or XXXX XXXX  such as XXXX  ( link for the details ), which is not considered secure. Please contact your site administrator. 

Again, this happens with no one else. I don't know who they think their customer are? Software engineers exclusively? They should make sure their online services are accessible to all their customers not just those with the latest model computers and the latest operating system update ( however, the other computer I used is brand new with new XXXX and I still could not submit the dispute online. 

I want you to convey to them that I don't give a XXXX about which XXXX XXXX they consider secure, I only care about convenience of access, and if they can't provide that, they can not count on me as a customer.

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 non-monetary relief