Consumer complaint received 2024-08-16 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: NC

Complaint narrative:
To Whom It May Concern : I am writing to file a formal complaint against Wells Fargo regarding their inadequate handling of a credit card dispute involving an unjustified charge of {$72.00}. Despite providing ample evidence that the charge was fraudulent, Wells Fargo failed to conduct a thorough investigation and wrongfully upheld the charge, resulting in significant financial and emotional distress. 

*Background : On XX/XX/year>, I utilized XXXXXXXX XXXX XXXX to send a XXXX envelope abroad. On XX/XX/year>, I noticed an unexpected charge of {$72.00} on my credit card statement. I immediately disputed the charge with Wells Fargo and provided detailed documentation supporting my claim that the charge was unjustified.

*Issues with Wells Fargo 's Investigation : 1. Acceptance of Fraudulent Documentation : Wells Fargo accepted documentation from XXXX XXXX that was clearly fraudulent. The receipt provided by XXXX XXXX in response to my dispute contained placeholders such as changeme in the address line, and both the company and tax numbers were listed as " XXXX. '' These obvious errors should have raised serious concerns about the validity of the charge, yet Wells Fargo chose to uphold it without questioning the legitimacy of the documentation.

2. Failure to Acknowledge Merchant Admission of Error : I conducted my own investigation via online chat with XXXX XXXX Initially, they claimed that the charge was due to inaccurate dimensions or weight of the shipment. After I provided the correct information, they changed their explanation, stating the charge was related to an extended area surcharge by XXXX. I verified that this claim was false by checking the zip code on the XXXX website, which confirmed it was not classified as an extended area. 

XXXX. XXXX XXXX eventually admitted that the charge was invalid and assured me that a refund would be processed. In a later communication, XXXX XXXX informed me that " the funds should have been charged back to your account by now. If you havent received the refund yet, please check with your bank to confirm the transaction status. '' Despite this admission and assurance, I have yet to receive the refund after more than three months.

4. Wells Fargo 's Unwillingness to Redo the Investigation : Despite overwhelming evidence, including the fraudulent receipt, XXXX XXXX admission of error, and the communication indicating that a refund should have been processed, Wells Fargo has refused a thorough investigation of my case. Their response has been dismissive and fails to address the core issues I raised, further exacerbating the situation. 

*Request for Refund of Interest Charged : As a result of Wells Fargo 's failure to properly handle this dispute, I have been charged interest on this fraudulent transaction. I request that Wells Fargo not only re-open and thoroughly investigate this dispute but also credit back any interest that has accrued due to this unjustified charge. 

*Conclusion : I believe Wells Fargo has acted irresponsibly by failing to protect me from a fraudulent charge and by not performing the due diligence required in handling my dispute. Their actions have left me without a resolution and have caused unnecessary frustration and financial harm. 

Thank you for your time and attention to this matter. I look forward to your assistance in resolving this issue.

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