Consumer complaint received 2026-05-07 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 XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Reference No. : XXXX Wells Fargo Bank Claim Assistance XXXX XXXX. XXXX XXXX XXXX, NC XXXX To : Federal Trade Commission and Wells Fargo Bank Claims Department XXXX XXXX Formal Appeal and Request to Reopen Disputed Transaction Claim No. XXXX Dear Sir or Madam : I, XXXX XXXX, hereby submit this formal appeal regarding Wells Fargo Banks denial of the disputed transaction claim referenced above. I respectfully request that Wells Fargo immediately reopen and reinvestigate this matter pursuant to the protections afforded under the Truth in Lending Act ( TILA ), the Fair Credit Billing Act ( FCBA ), Regulation Z, and all other applicable federal consumer protection statutes and regulations. On or about XX/XX/year>, the following transaction was charged to my account : XXXX {$130.00} The merchant represented that AI marketing software and related services would be delivered and functional as advertised. However, the promised software, functionality, and associated services were not delivered in accordance with the merchants representations, promotional materials, or advertised claims. Consequently, I did not receive the benefit of the goods and/or services purchased. Pursuant to the Fair Credit Billing Act and Regulation Z, credit card issuers are legally obligated to investigate billing disputes involving goods or services that were either not accepted by the consumer or not delivered as agreed. Specifically, 12 C.F.R. 1026.13 ( a ) provides protections where a transaction reflects goods or services that were not delivered in the manner represented to the consumer. The disputed transaction constitutes a billing error because the merchant failed to provide the AI marketing software and related services as promised. Accordingly, Wells Fargo has a legal obligation to conduct a reasonable and good-faith investigation into this disputed transaction. Additionally, pursuant to 12 C.F.R. 1026.12 ( c ), consumers are entitled to assert claims and defenses against a card issuer arising from transactions paid by credit card where the consumer has made a good-faith effort to resolve the dispute directly with the merchant. The disputed amount exceeds the statutory threshold required under applicable federal law. Federal law further requires that, upon receipt of a timely written billing dispute notice, the card issuer must : Acknowledge the dispute within XXXX ( XXXX ) days ; Conduct a reasonable and thorough investigation ; Resolve the matter within XXXX billing cycles, not to exceed XXXX ( XXXX ) days ; and Credit the consumers account if the billing error is substantiated. Because the products and services were not delivered as advertised, represented, or agreed upon, I respectfully request that Wells Fargo : Immediately reopen Claim No. XXXX ; Conduct a renewed, comprehensive, and good-faith investigation into the disputed transaction ; Reverse and credit the disputed amount of {$130.00} to my account ; and Provide written confirmation regarding the status and outcome of the reopened investigation. This correspondence is submitted in good faith and in support of my rights under applicable federal consumer protection laws and regulations. Nothing contained herein shall be construed as a waiver of any rights, claims, remedies, or protections available to me under federal or state law. Thank you for your prompt attention to this matter. I respectfully request written confirmation acknowledging receipt of this appeal and advising me of the next steps in the investigation process. Sincerely, 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 explanation