Consumer complaint received 2026-04-13 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
What happened : This matter centers on Wells Fargos failure to evaluate the controlling evidence in a billing dispute : the transaction-dated sales documentation. On XX/XX/XXXX, jewelry containing blue diamonds was purchased from XXXX XXXX for approximately {$25000.00} using a Wells Fargo XXXX XXXX credit account. The only reliable and verifiable record of what was disclosed at the time of sale is the transaction documentation provided at purchase, including the sales receipt, jewelry tags, and merchant appraisal. These documents do not contain any written disclosure that the blue diamonds were color-enhanced or treated. After the sale, an independent XXXX gemological report, obtained at my expense, confirmed that the diamonds are color-enhanced/ treated. This did not create the issue ; it revealed that a material characteristic affecting value existed but was not disclosed in the transaction documentation. On XX/XX/XXXX, a billing dispute was opened with Wells Fargo for goods not as described. Between XXXX and XX/XX/XXXX, Wells Fargo denied the dispute and multiple appeals. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, three separate complaints were filed with the CFPB due to the companys failure to address the absence of written disclosure. Across all disputes and complaints, Wells Fargo did not identify any transaction-dated document showing that gemstone treatment was disclosed in writing at the time of sale. Instead of evaluating the actual sales documentation, Wells Fargo relied on merchant statements obtained after the transaction, interpretations of product descriptions, and appraisal-based arguments. These sources are not equivalent to the transaction record and do not establish what was disclosed at the time of purchase. This is the central failure. Regulatory standards exist specifically to prevent this type of situation and to ensure consumer protection through verifiable documentation. These include : - Regulation Z ( 12 CFR 1026.13 ), requiring a reasonable investigation based on the transaction record - The Fair Credit Billing Act, requiring evaluation of whether goods were accurately described based on what was provided at the time of sale - FTC Jewelry Guides ( 16 CFR Part 23 ), requiring disclosure of gemstone treatments that materially affect value clearly and conspicuously at the time of sale These standards require that disclosure be made in writing at the time of the transaction so that it can be verified. They do not rely on recollection, interpretation, or statements made after the fact. In this case : - The diamonds were confirmed to be treated by an independent XXXX report obtained after purchase - Treatment materially affects value - The transaction-dated sales documentation contains no written disclosure of treatment - Wells Fargo has not produced any document showing that such disclosure exists Wells Fargo also stated it could not determine what was discussed at the time of sale, yet still concluded the goods were properly described. When disclosure is required to be in writing, the transaction documentation is the controlling evidence. If the documentation does not contain the disclosure, then it was not disclosed. A reasonable investigation requires verification of disclosure within the transaction documentation. That did not occur. On XX/XX/XXXX, Wells Fargo issued a final response maintaining its denial without identifying any transaction-dated document showing disclosure of gemstone treatment. To date, across all internal disputes, appeals, and CFPB complaints, Wells Fargo has not produced any evidence demonstrating that the required disclosure occurred in the sales documentation. The central issue remains unresolved : - A material characteristic affecting value ( treatment ) exists - Required written disclosure is absent from the transaction documentation - The investigation did not evaluate or resolve that absence By relying on post-sale statements instead of the documented transaction record, the investigation did not address the controlling evidence. Given that the required disclosure must be verifiable in the transaction documentation and no such documentation has been identified, the determination appears unsupported by the record and raises concerns that the investigation did not meet the standards required under Regulation Z and the Fair Credit Billing Act for resolving billing disputes involving goods not as described.

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