Consumer complaint received 2025-12-30 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:
XXXX"I paid XXXX XXXX XXXX XXXX via my Wells Fargo Debit Card on XXXX XXXX XXXX for extended car repair warranty insurance. XXXX  has a 30 day waiting period before the insurance takes effect. During that 30 days XXXX  promoted and claims to provide a 30 day unconditional cancellation guarantee.   XXXXI requested on XXXX XXXX XXXX from XXXX  both via telephone and via email to cancel my transaction with them in accordance with their 30 day cancellation guarantee. I was told by XXXX  that they would cancel the transaction immediately and they would send me a email to confirm the cancellation. They never sent the confirmation to me.. I got suspicious and did some online research of this company and found that they had many customer complaints against them for responsiveness to other customers cancellation request and non honoring of their advertised 30 cancellation guaranteeXXXXThe following day XXXX XXXX XXXX i opened a fraud claim dispute with the debit card division of my bank. Wells Fargo. Claim number XXXX.  I also requested that Wells Fargo stop any future payments from XXXX  using this same credit card. Wells complied with that requestXXXXI sent Wells Fargo copies of the XXXX  advertised 30 unconditional cancellation guarantee along with email attempts by me to cancel my transaction with XXXX  bases on their guarantee.\nWells fargo has denied my claim stating that i did not make an attempt to cancel the transaction in a timely manner. That is not true. I made a request to cancel the same day of the transaction O provided email documentation to Wells as proof of my attempts to cancel the same and the very next day of the transaction . As further proof i tried to cancel is that i opened my fraud claim with Wells Fargo the very next day of the transaction. Well within the 30 day cancellation period.XXXXIf Wells followed through in a timely manner and contacted the merchant about my claim  then the Wells call to the merchant was most likely still within  the allotted 30 day cancellation period.XXXXWells Fargo second reason for the denial of my claim is that the 'merchandise from XXXX' is no different then what the merchants initially described. This is obviously false because XXXX  was not honoring their 30 day unconditional cancellation guarantee.. That is 100 per cent different from what assurance XXXX  uses to  entice potential new customers. XXXXWells Fago has had my case opened for 2 1/2 months. I received a similar rejection form letter from then about 6 weeks after filing my claim with them. I went in to my branch manager and she was successful in reopening my claim based on new details i provided of the case.XXXXNow just recently i get another form letter from Wells stating the exact same reasons as the first form letter they sent me with a similar denial. XXXXBoth of Wells Fargo reasons for denying my claim are inaccurate or more plainly outright wrong.XXXXThis morning i have requested that Wells Faro claims dept send me all documentation  they used to make their decision to deny my claimXXXXMy goal is to appeal Wells Fargo  decision and have my claim reopened . However even if the claim is reopened Wells Fargo does not appear to be bading any decision of theirs on the facts which i have outlined in this memo. Had they there is no way in my opinion they should have denied my claim.XXXXI am therefore hoping that those at the Consumer Protection Office will assist me in any way possible to be 'heard' based on the facts.XXXX XXXX

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 monetary relief