Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to formally express my frustration and disappointment regarding how my recent dispute was handled by Wells Fargo. The entire situation has been extremely upsetting and has caused unnecessary financial stress due to an error that was not mine. I originally contacted Wells Fargo to dispute {$60.00} from a {$130.00} charge at XXXX, not the entire {$130.00} transaction. However, the banker who submitted the dispute did so for the wrong amount, disputing the full {$130.00} instead of the {$60.00} I clearly stated. Because of this mistake, my dispute was later denied and the full amount was charged back to my account, leaving my bank account negative by {$130.00}. The situation is even more frustrating because I did attempt to resolve the issue directly with XXXX. The items I purchased were bras and underwear, and when I returned to the store they informed me that those items can not be returned once worn and can only be exchanged. Unfortunately, the store did not have my size in anything else, so I was unable to exchange them. That is why I contacted Wells Fargo to dispute only part of the charge ( {$60.00} ) for the items that were the issue not the full transaction. What makes this situation unacceptable is that : I clearly stated the dispute amount was {$60.00}, yet the dispute was submitted for {$130.00}. Because of this error, my account was charged incorrectly and went negative. I was given conflicting explanations first being told the item was returned, then being told it was not returned. I spoke with two supervisors ( a woman and a man ) and both were extremely unprofessional and unhelpful. Instead of addressing the incorrect dispute amount, they repeatedly focused only on why the dispute was denied. I was told the call recording would be reviewed, but no one followed up with me after the 10-day review period. My issue is not simply that the dispute was denied. I understand that disputes can be denied. My issue is that the wrong dispute amount was submitted, which caused my account to be charged incorrectly and placed me in a negative balance. That error was made by your representative, not by me. If a customer calls to dispute a portion of a transaction, the bank should not submit the dispute for the entire charge without confirming it. This mistake has created unnecessary financial hardship and frustration. At this point, I am requesting : A full review of the original phone call where I clearly stated the dispute amount was {$60.00}. A correction of the dispute record reflecting the correct amount that was requested. An explanation as to why the dispute was filed incorrectly. A review of the conduct of the two supervisors I spoke with, as their behavior was extremely unprofessional and dismissive. A call back from a senior representative or escalation team who can properly address this situation. I have been a Wells Fargo customer and expect better treatment and accuracy when handling disputes involving my money. This situation should have been simple to correct, yet instead it has turned into an exhausting experience with no accountability. I would appreciate a prompt response and resolution 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 explanation