Consumer complaint received 2026-01-11 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: NY

Complaint narrative:
At least a month and a half ago, I contacted this bank for assistance with trying to ascertain why my balance on my store credit card issued by them was still at least {$250.00} and my promotional balance was getting ready to expire at the end of XXXX. I had purchased a lap top in an electronic store in XXXX of 2024. I exchange two others before ultimately making a decision and keeping one. The first two I returned were double the cost of the one I kept and there was a lot of back and forth with the exchange including reducing the cost of the warranty I purchased which is based on the cost o the electronic covered. I was looking for assistance to review charges with first a rep and then a supervisor. They were both awful, the escalation supervisor worse than the rep. She refused to dispute the charges, even though she could not explain them to me. She started arguing with me, briskly talking over me. It was just awful. To try to make a point that she did not or could not locate the info I was looking for, she even ridiculously insisted that my account number changed. I had no idea what she was talking about but she was no help. I was literally shaking when I got off the phone with her. 
I made a formal complaint and someone from Corporate did call me. I explained all of this to him, in detail, all the confusion with the returns, never missing a payment in almost one year yet this balance was still over {$200.00} with a month and a half to go. and of course the customer service issue. 
They seemed all confused. All over the place, promised to contact the vendor, as I explained that they are impossible to contact ( they do not give out their phone number ). I wanted copies of all the receipts and I was even missing a very pertinent statement. He first agreed and offered to get all of it and then it changed and he sort of put the burden of proof on me. I found one receipt and provided it to him. Not sure why I had to even do that. He promised to get that for me and never did. That would force the vendor to research and explain all debits and credits. They refused to allow me to dispute the charge too, even though I was still questioning it. I never told them I was satisfied, ever. I never called anything off. They did ultimately send me a letter, based on my receipt, not their research. All they seemed to do was analyze my receipt and summarize it, defending of course the charges were correct. 
After all of this I was hit with the deferred interest, doubling my balance owed. I was questioning {$250.00} and now its over {$400.00}!! It was as if everything I disputed was ignored and I got nowhere except in debt when it was almost paid off. I am very angry. We are in a hardship, some laid off from work, I receive SS XXXX, our mortgage on forbearance. We certainly did not need this!

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