Consumer complaint received 2025-11-13 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: TN

Complaint narrative:
On XX/XX/scrub>XXXX XXXX XXXX I opened a dispute for a charge on my Wells Fargo Visa in the amount of {$68.00} to XXXX XXXX XXXX. I immediately went online and uploaded photos to support the dispute as well as a detailed account of what I had also verbally provided to the agent who spoke very broken English when I filed the dispute. 

On XXXX XXXX I received an email stating " more information was needed '' I called and was asked to provide all of the same information again that I had previously supplied both verbally and in writing. The agent I spoke to was very rude and condescending telling me that " because this is for a service your chances are not good '' and that " we don't treat services the same ''. I informed her that both goods and services are equally protected under the fir credit billing act and she continued to be argumentative. I then verified that all information needed was logged into the system with a manager on that same call. 

On XXXX XXXX I called for an update and was told by the agent on that call that no response had been received from the merchant and that the complaint was set to be closed two days later on XXXX XXXX if the merchant had not responded by that time, and that I could expect a closure email within 2 business days.

On XXXX XXXX having received no further communication, I once again called Wells Fargo and was told this time that the dispute had been extended and would be closed if no response was received from the merchant on XXXX XXXX Having reached an overseas agent who spoke very broken English in the disputes center I then called the regular customer service number on the back of my card and explained the situation to the agent who answered. This agent assured me if I had heard nothing by that " Friday '' I could expect that the provisional credit would be permanent and the matter closed. He told me that the merchant had " not been cooperative '' and had " been difficult ''. I asked that he make note of our conversation and what he had conveyed on the file, he assured me he would. 

On XXXX XXXX I as contact by XXXX XXXX XXXX in the 'Executive Offices ' telling me he would be handling resolving my dispute which had been escalated to him. I once again went through all details and the conflicting information that had been repeatedly given. XXXX assured me that Wells Fargo was " researching '' the issue and " reviewing phone calls '' and that the issue would be brought to resolution by XXXX XXXX ( I have this in writing ) Over the next 12 day I had calls from XXXX on XXXX XXXX XXXX XXXX, and the XXXX  each time he had XXXX information that he could provide. I learned that in fact he was not empowered to do anything at all, and is in essence a sham position to make cardholders feel they have an advocate which couldn't be any further from the truth. When I asked if the calls had been reviewed XXXX couldn't tell me. He did however tell me that Wells Fargo was continuing to make efforts to reach the merchant. 

Following a very terse conversation on XXXX XXXX, the day when the dispute was to be resolved/closed, I received an email from XXXX stating that the dispute had been extended to XXXX XXXX. At this point it is VERY evident to me that Wells Fargo chases merchants that don't/wo n't respond instead of closing disputes in favor their customer, the cardholder, in the manner they promise, and that beyond this they are completely negligent in the way they handle complaints. 

This company has a proven record of shady practices when dealing with consumers which is further evidenced by my experience here.

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