Consumer complaint received 2024-11-04 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: GA

Complaint narrative:
Dear CFPB, XXXX XX/XX/year>, I placed an order with XXXX totaling {$450.00}, which included XXXX items. XXXX of these items was the XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX priced at {$370.00}. However, when I retrieved my order from an XXXX locker on XX/XX/year>, only XXXX of the XXXX items were present ; the XXXX XXXX was missing. 

I immediately contacted XXXX to request a refund for the missing item. They informed me that, due to the items value, I would need to file a police report before they could proceed with the refund. I complied and submitted a police report from the XXXX XXXX Police Department on XX/XX/year>, via a reply email to XXXX, as directed. 

Shortly thereafter, XXXX notified me via email that my police report did not meet their standards, though they provided no clear explanation of this decision. When I called for clarification, I was provided with conflicting information. The representative escalated the matter to a supervisor, who contacted the Georgia XXXX Police ( rather than the XXXX XXXX Police, which filed the report ) and subsequently claimed they had no record of my report. Despite my request for them to contact the XXXX department, the supervisor refused and ultimately ended the call. 

Frustrated by the lack of resolution, I initiated a chargeback with my bank, Wells Fargo, on XX/XX/year>. Unfortunately, Wells Fargo sent correspondence related to my claim to an outdated address. After updating my address with them and responding to their questions, I recently received a letter at my current address stating that my claim was closed due to lack of information. Today, I spoke with a XXXX XXXX XXXXXXXX at Wells Fargo who informed me that XXXX had provided day-by-day tracking details but omitted any shipping weight information that could help verify the contents. Wells Fargo ultimately declined my claim, citing FDIC regulations, stating that once XXXX provided proof of shipment, they were unable to reverse the charge. 

I find this resolution unsatisfactory for the following reasons : XXXX. XXXX failed to honor its missing item policy by refusing to accept my valid police report, and I still have not received the item I paid for. 
2. Wells Fargos handling of my chargeback claim has been inadequate, as the bank declined my claim without sufficient proof that the item was included in the shipment I received. 

Proposed Resolution : To resolve this issue, I request that either : XXXX. XXXX refund the {$370.00} for the missing product ; or XXXX. Wells Fargo reinstates the provisional credit extended to me and makes it permanent to cover the loss. 

Either of these options would address my concerns and make me whole in this situation. Thank you for your attention to this matter.

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 monetary relief