Consumer complaint received 2026-04-02 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:
On XX/XX/XXXX, I paid a phone repair shop {$270.00} using my Wells Fargo credit card for a screen repair that the merchant represented they could properly complete and that was covered by a XXXX warranty. Within the warranty period, I informed the merchant that the repair was defective and provided evidence of the issues. Instead of resolving the problem, the merchant delayed taking corrective action. They required repeated phone calls, did not respond to written communications, and declined to communicate substantively in writing. In early XXXX, the merchant replaced the display a second time. The replacement exhibited the same exact issues as the first repair. I again notified the merchant promptly and within the warranty period. Once again, the merchant delayed resolution and refused to provide written confirmation of any promises or timelines, insisting on phone communication only. After further delays, the merchant stated that the issues could be resolved only if I paid an additional {$100.00} for a different screen. Relying on this representation, I paid the additional {$100.00} on XX/XX/XXXX. This was a third screen replacement. During this installation, the merchant damaged the screen. Following this third repair, the merchant requested another {$100.00} to replace the screen again and stated that they would not replace it otherwise, claiming that their warranty only applied 30 days from the initial {$270.00} payment. After I stated that I would dispute the charge, the merchant agreed to replace the screen but again delayed resolution for several months, stating that the replacement screen was out of stock and could not be obtained ; or they would tell me they would check if it was back in stock and then stop responding. No effective repair or refund was provided. Throughout this process, the merchant made repeated verbal representations that the issue would be resolved, while refusing to communicate in writing. I have written evidence showing that the merchant declined written communication. The repeated delays and shifting explanations continued until my credit card dispute window expired. When I later contacted Wells Fargo to dispute the charges, I was told the dispute window had closed. I believe the merchant intentionally delayed resolution and misrepresented the status of the repairs in order to prevent me from exercising my billing dispute rights. Ultimately, their strategy was successful given the outcome. I am requesting that Wells Fargo review this matter as merchant fraud or deceptive business practices rather than a routine service dispute, and consider reopening or otherwise resolving the charges in light of the documented pattern of delay, repeated failed repairs, additional charges, and refusal to provide written confirmation.

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