Consumer complaint received 2025-04-24 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: FL

Complaint narrative:
Wells Fargo refuses to reevaluate the fact that their team did not properly read documents submitted by the merchant. Wells Fargo used these documents with someone else 's name and someone else 's signature as evidence to favor the merchant in a dispute. Not only did they fail to actually read the documentation that the merchant submitted but now, they fail to claim responsibility for the mistake. Despite multiple internal & CFPB complaints about this dispute, Wells Fargo just submits the same report of the original investigation to me as proof of performing investigation & refuses to actually revisit the dispute as they would have to take financial responsibility for their mistake. As a holder of multiple WellsFargo accounts over the years, this clear lack of accountability and owning up to a minor {$100.00} mistake shows me how little Wells Fargo cares about their clients. 

Here is the summary of the previous CFPB complaint that Wells Fargo failed to actually re-investigate & provide an actual answer that makes sense. 

- On XX/XX/XXXX XXXX XXXX  XXXX XXXX ran by XXXX XXXX XXXX had falsely claimed that they billed my dental insurance for services on XX/XX/XXXX & that after billing my insurance, my co-payment charge per the insurance company was {$100.00}. - It was later discovered that this office never billed my insurance on XX/XX/XXXX & made up a false charge of {$100.00} and lied to me claiming that this was my co-pay amount according to my insurance company. - There is much more to this story including : illegal up-coding of dental bills, HIPPA violations with the Dentist taking my phone/texting himself copies of other people 's insurance bills from my phone ( after I questioned why he was quoting me so much more when an associate of mine with the same insurance had done the same procedure with a different dentist ) & highly aggressive behavior and threatening to call the cops on me when I requested a detailed billing breakdown of what I was being charged for. - After this 2nd interaction with the provider, I contacted my credit card company ( Wells Fargo - Visa ) in order to cancel this false payment of {$100.00}. After discussing the severity of the situation with the Wells Fargo representative & letting him know the situation in full detail, the claim statement was submitted with minimal details in order to begin the claim but without disclosing too much information to the Dentist ( as Wells Fargo/Visa sends the full details of the claim to the provider & would therefore give him the upper-hand while disputing this case of insurance fraud with the insurance company ). WellsFargo decided to submit the claim after they received the following from the Dentist : 1 ) A " receipt '' which is a screenshot from a tablet on the " XXXX '' app. That only states Total Paid {$100.00}, the date, etc. No itemized details or proof of any services being rended. 2 ) A letter from the dentist that claims ... a ) That as of the date of that letter ( XXXX ) I still owed him {$1900.00} as my insurance had not yet paid him ( " As of today, the patient 's dental plan has not provided payment for any of the services rendered '' ). I later obtained a letter from my insurance that confirmed he had been paid in full on XX/XX/XXXX & this was indeed a lie, further solidifying the case that the provider is not trustworthy. b ) That I signed a form agreeing that all charges are nonrefundable & attached this alleged form ( which was not me, nor my signature ). 3 ) A document that was signed by another patient on behalf of services for themselves ( " Relationship to Patient : Self '' ) Despite the 3 documents received from the dentist not proving anything other than the dentist is an untrustworthy person, they let me know that my claim had been denied based on this evidence. I have disputed this case multiple times since receiving the 1st denial & have continuously been told varying reasons as to why my appeal of this denial will not go through. Every time I talk to a new representative, they clearly see my side of the case in that ... - the provider misled the patient by telling them the {$100.00} charge their co-payment. it was later found that the provider did not even bill nor communicate with the insurance company as of XX/XX/XXXX and therefore him claiming that my insurance told him {$100.00} was my co-payment was a lie. - the provider clearly lied to a patient about what this charge was & refused to have clear billing practices as the provider later attempted to call the cops on the patient for requesting an itemized bill of services rendered- the provider did not provide any proof of any services rendered at all, but simply an unprofessional looking and vague receipt. - the provider was later proved to have lied in their letter to WellsFargo claiming that as of XXXX he had not been paid by the insurance company when the insurance company clearly stated he had been paid for his services about a month prior to XX/XX/XXXX - the provider clearly attached a document that is signed by another person & that document is by another person on behalf of services for themself ( not for the patient in question ) Overall, they agree that the provider clearly provided no proof of anything substantial to prove his case. Whereas, I submitted a multiple page letter to the company with various detailed documents and descriptions of the events & proof from the insurance company that claims my co-pay was not anywhere near this falsified charge of {$100.00} and yet Wells Fargo continues to come up with new excuses as to why my claim won't be reversed & reimbursed. I have found out recently that this is most likely because Wells Fargo failed to actually read through the evidence the provider gave them & should not have denied my claim based on such loose evidence and documents that do not even pertain to me. Since they are not allowed to re-open this claim with Visa, the reimbursement for their failure to look at the evidence now falls on to them & they do not want to reimbursement this charge of {$100.00}. Their excuses for denying this have varied greatly every time I contact them to dispute this case but they are most recently claiming that I failed to provide them with an itemized bill in time & therefore it is my fault that the claim was denied. I had clearly communicated to each representative & within my official letter that when I calmly requested an itemized bill from this provider, he became very aggressive out of no where & told me to leave the building immediately & began to have his employees call the cops on me. Therefore, I was never able to receive an itemized bill from this provider. Also, it is worth mentioning again that the provider never gave WellsFargo an itemized receipt at all, so it is clearly not a requirement of evidence. I would like Wells Fargo to take responsibility for their actions & reimburse me for the full amount of {$100.00}. I would also like a formal apology from the company as it has now been 244 days since the initial day this encounter happened with the provider & Wells Fargo has continuously dragged this case along for almost a year with no intention of providing me with a refund. I have been promised multiple call backs & follow-ups from representatives over these past 200+ days and have been left without contact for multiple weeks at a time before I had to reach back out to them or receive a letter from them ( instead of the promised callback ) which is just the same copy and pasted letter without any additional context. Most importantly, I would like an apology for having been yelled at by multiple representatives from their company in very inappropriate and unprofessional ways when I am just asking logical questions. This is not how a customer should be treated, I expected much better from a company as well known and ingrained in American culture such as Wells Fargo.

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