Consumer complaint received 2022-04-30
Company: WELLS FARGO & COMPANY
State: AZ
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:
Approximately one month ago I contacted Wells Fargo Bank, to reconcile a charge on my Wells Fargo credit card that all parties agreed was an accident ; my girlfriend charged our credit card ( she is the only authorized user on my credit card, for having never had a credit card in her life, ever ) and she agreed to change to a different method of payment and did so successfully on the XXXX web site, before we both contacted Wells Fargo to dispute the charge-my girlfriend changed her method of payment before Wells Fargo Bank registered the original charge in their computer database. When she and I called them, they grossly mistreated her and refused to talk to her, claiming they could only talk to me ( which the Wells Fargo Customer Service Department was proudly proven wrong, for, with the shift XXXX reprimanding several phone representatives for refusing to recognize my girlfriends right to talk to them, as was her well established right, as an authorized user on my account ; they regretted mistreating her when I was done with them ). Nonetheless, after an extensive dialogue with the Wells Fargo Credit Card Division shift XXXX, in which he agreed that because my girlfriends was changed to another method of payment and the Wells Fargo Credit usage was an honest mistake, the Wells Fargo Credit Card Division shift XXXX guaranteed that they would smooth things over with XXXX and that I would not be held liable for the charge originally put on my credit card. My girlfriend and I were told that Wells Fargo would take care of it ; roughly 2 weeks later she gets a bill in the mail for the original charge and calls me asking what to do. I told her call Wells Fargo and dispute the charge ; I called them as well and the shift XXXX was surprised and disappointed that it was taking an unusually long time for the charge to be arbitrated off my account, even though arbitration was the only way for Wells Fargo to arbitrate it off my account. My girlfriend and I were told not to pay the bill, as this would confirm the charge and confuse the issue ; wait a month and this issue would be resolved. Yesterday marked over a month ( closer to XXXX weeks ) and now I have XXXX ( my credit reporting agency ) downgrading my credit rating, from borderline good ( yellow to green ), to down XXXX points to just yellow, because Wells Fargo Credit Card Division has failed to arbitrate the charge off my account, as they promised they would and could do, easily. My girlfriend called them and they asked for a month extension, claiming they would fix the problem. I want them held accountable for failing their promise and victimizing me with a downgraded credit rating, because of their failure. Wells Fargo Credit Card XXXX promised and failed to deliver ; now theyre using time extension to bluff their way out of the promise they made and this is breach of contract.

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