Consumer complaint received 2023-10-31
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
My name is XXXX XXXX and once again Im requesting to investigate and locate my refund of {$1400.00}. Refunds of {$700.00} & {$700.00} for order # XXXX I've been dealing with this issue since XXXX last year. 
My bank account when XXXX tried to refund the amount was closed and Wellsfargo after receiving the money sent the payment back to XXXX XXXX. 

I contacted Wells Fargo for the 15 times and they were kind enough to provide me additional information. 
Attached you will find new documentation from Wells Fargo, Merchant/Transaction Approval showing that XXXX did receive the refund back.

Please check Attached document!!!! 





Below are also the latest emails I received from XXXX and Wellsfargo with all information needed. 

Please let me know if there is anything else you need from me. 

Best, XXXX XXXX XXXX Account XXXX Message From Customer Service Hello, This is XXXX with XXXX XXXX Billing Team. I hope this email finds you well. 

I was able to confirm that the refunds of {$700.00} & {$700.00} for order # XXXX has been returned to us by your bank. 

We can issue a refund by check or gift card to your XXXX account. Please reply to this email with your preference. If you choose a check, we will mail it to the default address on your XXXX account. Before replying to this email, please make sure you have a default address selected and that it is current. To select and / or update your default address, visit the following link and select 1-Click settings from the Ordering and shopping preferences section : XXXX  Here 's a link to the order details : https : XXXX? XXXX Check refunds are sent from our XXXX offices, using U.S. Mail for domestic addresses and Airmail for international addresses. It can take 2-4 weeks for your check to be processed and delivered. 

I apologize for any inconvenience this may have caused. We look forward to hearing from you. 

We'd appreciate your feedback. Please use the buttons below to vote about your experience today. 

Best regards, XXXX XXXX. 
XXXX Dear XXXX XXXX : Thank you for your patience while we looked into your concerns. Weve completed our research and are ready to share our findings. 


On XX/XX/XXXX, upon you request we opened claim # XXXX disputing two transactions totaling {$1400.00} to XXXX XXXX. During our investigation of the claim, we determined that the merchant obtained a valid authorization for the full transaction amount in visa for these transactions. The agreement to pull money from the customers account is between the merchant and the consumer. Wells Fargo does not have an agreement with the merchant and we are unable to determine an error. Based on the information currently available, we have established the customer authorized the transaction and no error occurred. 



On XX/XX/XXXX, XXXX returns cleared for {$700.00} each from XXXX XXXX. The refunds were sent to the Custom Management checking account ending in XXXX, because this account closed XX/XX/XXXX, the refunds returned to the merchant on XX/XX/XXXX. Chargebacks can take a considerable amount of time to go from Wells Fargo to XXXX, to the merchant bank to the merchant. It can take 45-60 days for the transaction to be completed. To help trace the chargeback to XXXX XXXX we have provided you with the XXXX XXXX XXXXWhile we realize the information provided mXXXX not alleviate your frustrations, we hope this letter helps to clarify our actions about this matter. We strive to provide exceptional service and were sorry we didnt meet that expectation in this instance. 




How to contact us We appreciate your time and effort you took to contact us. If you have questions, please contact us at XXXX, XXXX. XXXX. Were ready to help you Monday through Friday from XXXXXXXX XXXX to XXXXXXXX XXXXEastern Time. We accept telecommunications relay service calls. 


If you have a problem reading any attachment to this communication ( if applicable ), please reach out to me as indicated above for assistance. 

Sincerely, XXXX XXXX. 

Executive Office Case Specialist Enterprise Complaints Management Office For security reasons, please do not respond to this email with any personal or account information.

This message may contain confidential and/or privileged information.

If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply email and delete this message. Thank you for your cooperation.

We may collect personal data as part of the complaint resolution process. For the categories of personal data that Wells Fargo may collect and how we use it, see the Wells Fargo California Consumer Privacy Act Notice at Collection at XXXX : XXXX. 
See additional Wells Fargo privacy notices at https : XXXX 

XXXX Wells Fargo Bank , N.A . All rights reserved.

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