Consumer complaint received 2024-03-08 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:
Dispute Number : XXXX Date Posted : XX/XX/XXXX Merchant Name : XXXX XXXX XXXX XXXX XXXX Amount of Transaction : XXXX Card Number : XXXX Status : Dispute Initiated Dear Wells Fargo Dispute Department, I am writing to dispute transaction # XXXX, dated XX/XX/XXXX, with the merchant name XXXX XXXX XXXX XXXX XXXX ( aka XXXX XXXXXXXX XXXX ), involving an unauthorized charge of {$12000.00} to my Wells Fargo credit card ending in XXXX. 

This charge is part of ongoing issues with the merchant, who attempted a similar unauthorized charge on my XXXX XXXXXXXX XXXX. After disputing with XXXX XXXX, the final decision favored on myside, confirming the unauthorized nature of the charge. XXXX XXXX XXXX XXXX XXXX  is now attempting to replicate this unauthorized charge on my Wells Fargo credit card. 

Furthermore, we have not been able to utilize any promised benefits or services associated with this charge. The merchants offerings did not align with their advertisements, and our attempts to use the product have been met with broken promises. 

We have faced significant challenges with XXXX XXXX XXXX, including broken promises, unfulfilled benefits, and a lack of transparency. Despite communication with their senior management, no satisfactory response has been received. 

I notified XXXX XXXX XXXX today, expressing dissatisfaction and asserting that their actions are misleading and constitute a breach of trust. The recent unauthorized charge of {$12000.00} is one of many issues encountered with this merchant. 

We intend to take legal action against XXXX XXXX XXXX, planning to file an arbitration suit soon. We do not want Wells Fargo to pay XXXX XXXX XXXX XXXX XXXX ( aka XXXX XXXX XXXX ) in the amount of {$12000.00}. 

For your reference, below is the email I have sent to XXXX XXXX XXXX expressing our concerns and dissatisfaction with their services. This email outlines the ongoing issues, broken promises, and our intent to take legal action. 

Your prompt attention to this matter is crucial. We appreciate your cooperation. 

Sincerely, XXXX XXXX XXXX Dear XXXX XXXX and XXXX Senior Management team, I am writing to express my profound disappointment in the complete lack of response regarding our XXXX timeshare problems. Despite assurances that our questions and concerns would be urgently addressed at the XXXX ownership/portfolio review meeting in XXXX, no one was available to meet with us during the event. Subsequently, we escalated our concerns, copying upper management officials such as XXXX XXXX ( General Manager of the XXXX XXXX XXXX ), XXXX XXXX ( Sales Director ), and XXXX XXXX ( Sales Director ). We have also informed XXXX senior management, including your XXXX Resolution dept and XXXX XXXX. Shockingly, no one got back to us and failed to respond even after we recently brought this problem to their attention on XX/XX/XXXX. Our issues remain woefully unaddressed. 

Everything promised to us, including answers to how to use our timeshare and benefits, was explicitly supposed to be addressed at the XXXX ownership/portfolio review meeting . Regrettably, this did not happen, leading us to firmly believe that the entire timeshare arrangement is nothing short of a scam. Promises have been consistently broken, questions remain blatantly unanswered, and, quite frankly, XXXX has irreparably shattered our trust and interest in the timeshare. 

We want to emphasize, with significant displeasure, that you are not, under any circumstances, authorized to charge any of our credit cards. Especially egregious is the recent unauthorized charge of {$12000.00} to our Wells Fargo credit card ending in XXXX. We have swiftly initiated and filed a dispute for this outrageous charge. If our legitimate and pressing concerns are not immediately and adequately addressed, we will not hesitate to pursue arbitration. We expect XXXX senior management to promptly and unequivocally own up to everything promised and, without further delay, compensate us properly for the blatant waste of our time and the emotional distress that XXXX has unapologetically caused us. 

Alternatively, and with no room for negotiation, we demand the immediate cancellation of our timeshare in full. 

Sincerely, XXXX XXXX XXXX On XX/XX/XXXX, I followed up and call since I did not get any new notice or phone calls in regards to my dispute. I spoke to XXXX. XXXX assured me on XX/XX/XXXX that the dispute, which had passed the 30-day mark without a reply from the merchant, would be resolved in my favor and closed within days after speaking with XXXX from the Fraud department. 

I have sent in additional documents they requested on XX/XX/XXXX and XX/XX/XXXX asking them to close out my dispute and find it in my favor since the merchant has failed to respond in 30 days due to Visa dispute regulations. 

Today I just found out from the Wells Fargo dispute team after speaking to their supervisors XXXX and XXXX, that the individual responsible for handling my dispute has neglected their duties. Consequently, the dispute process has not commenced, and as of today 's date, no letter to the merchant has been mailed out. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I can not deal with all this stress. This is the biggest dispute ever in my life and Wells Fargo has completely dropped the ball and let me down. If I have not contacted Wells Fargo dispute team would have totally forgotten about my dispute and will not even start the process even though i have given them all the reasons and supporting documents.

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