Consumer complaint received 2026-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge 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: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX, CA XXXX Reference No. : XXXX Wells Fargo Bank Claim Assistance Center XXXX. XXXX XXXX XXXX, NC XXXX To : Federal Trade Commission and Wells Fargo Bank Claims Department Subject : Appeal and Request to Reopen Disputed Transaction Claim No. XXXX Dear Sir or Madam, I, XXXX XXXX, respectfully submit this formal appeal regarding Wells Fargo Banks denial of my disputed transaction claim referenced above. I request that Wells Fargo promptly reopen and reinvestigate this matter pursuant to the protections afforded to consumers under the Truth in Lending Act ( TILA ), the Fair Credit Billing Act ( FCBA ), Regulation Z, and applicable federal consumer protection laws. On or about XX/XX/year>, I was charged by the following merchants for products and/or services that were advertised but ultimately not delivered as promised : XXXX XXXX {$500.00} XXXX {$67.00} The transactions total {$560.00}. Based upon the circumstances surrounding these transactions, it appears the merchants may be affiliated entities operating under separate merchant accounts and/or DBA structures while marketing substantially similar AI software and marketing services. The services represented in the advertisements were not delivered in accordance with the merchants representations, resulting in financial harm to me as the consumer. Under the Fair Credit Billing Act, as implemented through Regulation Z, card issuers are required to investigate billing disputes involving goods or services not accepted by the consumer or not delivered as agreed. Specifically, 12 C.F.R. 1026.13 ( a ) provides protections where a transaction reflects goods or services that were not delivered as represented to the consumer. The merchants represented that functioning AI marketing software and related services would be provided. However, the advertised software, functionality, and promised deliverables were either materially deficient or not delivered at all. As a result, the transactions constitute a valid billing dispute under applicable federal law. Additionally, pursuant to 12 C.F.R. 1026.12 ( c ), consumers are entitled to assert claims and defenses against the card issuer arising from disputed credit card transactions where the consumer made a good-faith effort to resolve the matter directly with the merchant. The disputed amount exceeds the statutory threshold and falls within the applicable jurisdictional requirements. Federal law further requires that upon receipt of a timely written billing dispute notice, the card issuer must : Acknowledge the dispute within thirty ( 30 ) days ; Conduct a reasonable investigation ; Resolve the dispute within two billing cycles, not exceeding ninety ( 90 ) days ; and Credit the consumers account if the investigation confirms that the billing error occurred. Because the products and services were not delivered as advertised or agreed, I respectfully request that Wells Fargo : Reopen Claim No. XXXX immediately ; Conduct a renewed investigation into the disputed merchant transactions ; Reverse and credit the disputed charges totaling {$560.00} ; and Provide written confirmation of the reopened investigation and determination. This correspondence is submitted in good faith and in support of my rights under applicable federal consumer protection statutes and regulations. Thank you for your prompt attention to this matter. I respectfully request a written response confirming receipt and status of this appeal. Sincerely, XXXX XXXX

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