Consumer complaint received 2025-04-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am filing a formal complaint against my bank for failing to address the issue regarding the payment made to XXXX XXXX, operating under XXXX XXXX, for the installation of a residential privacy fence. 

On XX/XX/XXXX, I paid XXXX XXXX an initial payment of {$8500.00} via XXXX XXXX XXXX XXXXXXXX for the construction of a 6-foot board-on-board privacy fence with a 4-foot agricultural X-style front section, encompassing approximately 1.06 acres. The total agreed-upon cost was {$17000.00}, with the remaining balance of {$8500.00} paid on XX/XX/XXXX. That initial payment of {$8500.00} was paid through my Wells Fargo account but unknown to me, XXXX took the money via a money transfer instead of debit transaction. 

Throughout the project, XXXX XXXX displayed poor communication and reliability. Despite our concerns, we trusted his assurances that the process would work out. However, once the fence was completed, it began to lean and fall over in multiple areas. XXXX XXXX returned once at our request, but did not perform meaningful repairs, and left without further communication. The fence began collapsing again shortly afterward. 

When we raised concerns, XXXX XXXX advised us to wait several weeks and assured us that a good rain was needed for the posts to properly settle. This caused us to exceed the 30-day dispute window for XXXX XXXXXXXX XXXX XXXXXXXX protections, leaving us unable to pursue a refund through their platform. 

Upon further investigation, I discovered that XXXX XXXX had been administratively dissolved by the State of Florida in XXXX, meaning XXXX XXXX was fraudulently representing himself as an active business entity. Despite this, he accepted over {$17000.00} from us ( including XXXX fees ) under the dissolved XXXX name. 

After receiving no meaningful response or resolution from XXXX XXXX, I hired a licensed, reputable fencing company for a second opinion. Their written evaluation confirmed that the fence was not built to code and lacked structural integrity. They advised full demolition and reconstruction before hurricane season, with a quote of {$18000.00} for proper demolition and rebuilding more than what we paid XXXX XXXX. 

I first went to XXXX who advised me I needed to reach out to my financial institution. When I sought assistance from my bank to initiate a chargeback, I was told that the request did not meet their criteria for a refund. I was then directed to XXXX, but because the transaction was processed as a money transfer rather than through a debit or credit card, XXXX would not entertain the refund either, citing their own policies. XXXX continued to insist my financial institution could resolve this matter when my financial institution continues to insist I need to seek resolution via XXXX. This left me without any recourse to resolve the matter and recover the funds paid to XXXX XXXX for substandard and fraudulent work.

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