Consumer complaint received 2023-08-04
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY (DC)

Complaint:
This complaint is filed in connection with claim # XXXX which was filed with Wells Fargo bank on XX/XX/XXXX in the amount of {$1500.00} for an item that was purchased and not received ; efforts to resolve with the merchant were previously unsuccessful. The following details support the following : Wells Fargo failed to adequately investigate the dispute filed on XX/XX/XXXX. 
Wells Fargo failed to provide me notice of the outcome of the XX/XX/XXXX. 
Wells Fargo reversed a provisional credit in connection with the XX/XX/XXXX claim without sufficient basis. 
Wells Fargo failed to provide a sufficient basis for denying my claim. 
Wells Fargo failed to complete its investigation of the XXXX claim within 90 days. 

In XX/XX/XXXX, I filed a dispute with Wells Fargo bank in the amount of {$1500.00} for a purchase made in XX/XX/XXXX at XXXX XXXX that I did not receive. At that time, Wells Fargo did not ask me to provide any documentation. Per XXXX XXXX policy, I was issued a provisional credit on or around XX/XX/XXXX in the amount of {$1500.00} while Wells Fargo continued to investigate the dispute. 

I did not receive any correspondence after XX/XX/XXXX regarding the status of my claims ; therefore, it was believed that the claim had resolved in my favor and was closed. Records can confirm that I did not log into my online banking account since that time. 

On XX/XX/XXXX, I came across a letter from Wells Fargo ; the letter was sent to me in XXXX and confirmed that the dispute had been opened. I called Wells Fargo, out of curiosity, to confirm that status of the dispute and that it had been closed ; I anticipated that Wells Fargo would confirm that the claim had resolved and was now closed. 

On XX/XX/XXXX, I learned that the provision credit issued to me in XX/XX/XXXX had been reversed in XX/XX/XXXX, over 90 days after the claim was initiated. The representative advised that the merchant provided receipts which evidenced XXXX different sku numbers wherein the first item was purchased and the second exchanged. However, the receipts submitted by the merchant were sufficient, nor do the receipts provide sufficient evidence to warrant denying my claim. It is not disputed that the transaction should have involved an exchange of two items with two different SKU numbers. The impetus of the claim was that I do not have possession of either of the items purchased from XXXX. 

On XX/XX/XXXX, the Wells Fargo representative information that that based on the outcome of the investigation I had no other recourse and would have to speak with the merchant if I wanted to pursue resolution. However, I already informed the merchant that those efforts were unsuccessful. During the XX/XX/XXXX conversation the representative asked me why I waited so long to call and find out the status of the claim. I explained that I believed it resolved in my favor, I had no reason to call. I came across a letter of Wells Fargo and decided to inquire. There was no basis for her asking that question, it was asked rhetorically and was intended to insinuate that she had suspicions about my claim given that any response that would be offered, would have absolutely no meaningful effect on the claim. Therefore, I requested to speak with a supervisor and was told that the supervisor was on another call and was not available to speak to me. Instead, my call was transferred to a senior representative. 

I briefly explained the situation to the senior representative. Ironically, the senior representative asked a somewhat similar question in the sense that it served no purpose for the investigationhe inquired, [ Y [ XXXX bought shoes without trying them on first? My response was in fact, yes. The shoes were being purchased as a gift for me sister, therefore I would have had no reason to try them on at that time. As I explained, I communicated with the sale associate via text message after I submitted an instore pick up request for the item in a particular size. The representative responded that the size was available and that the item would be placed on hold for me to pick up in the store. Given that the was nearly 7 months ago, I could not recall if I was required to submit payment in order to put the shoes on hold or if payment would be collected at the store. Initially, I misspoke and said that payment was submitted over the phoneafter recalling correctly, I stated that the shoes were put on hold and I was told that the store would keep the shoes on hold for 24-28 hours before the shoes would be put back. On the day that I visited the store, I contacted the sales associate to confirm that I was on my way to pick up the shoes ; the sales associate confirmed that the shoes would be ready upon my arrival. When I arrived at the store, the shoes were behind the counter in a box. I later decided to exchange the sizes. Given that it was the holiday season, I needed than sooner rather than later. I went to the store, the store did not have my size, they advised it would be quicker to ship the shoes to the store. I agreed, and processed the refund. I was told that the shoes would be delivered to the store and available for pickup within 2 business days. I left the store without any shoesthis is not unusual, it is the same as purchasing an order online, payment is processed, your item gets delivered. When I did not hear from the merchant, I contacted the store. I got the runaround, and never received the shoes. I was told that the shoes were either put back in inventory by accident or they were lost. I never received the shoes that were to be delivered after the exchange. Therefore, I did not receive the item that I purchased and the merchant provided absolutely no evidence to support their opposition of my claim and therefore there was no basis for reversing the temporary credit and finding in favor of the merchant. 

On XX/XX/XXXX, I was told that my claim was being escalated and that I would be contacted to discuss the claim and my concerns regarding the investigation. I asked if there was a confirmation number or claim number to reference to confirm that this in fact was escalatedI was told no. It has been three business days and I have not received an email or phone call or any further communications.

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