Consumer complaint received 2025-02-22 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: TX

Complaint narrative:
Complaint Statement : I am filing a complaint against Wells Fargo Bank for mishandling my transaction dispute, failing to meet regulatory timelines, wrongfully canceling my dispute twice without prior discussion, and providing misleading and conflicting responses. 
On XX/XX/year>, I paid {$5000.00} to XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, MI XXXX ). The provider failed to complete the agreed service and only performed XXXX grafts instead of the XXXX promised. As a result, I filed a dispute with Wells Fargo to recover my funds. 
Major Concerns with Wells Fargos Handling of My Case 1. Unacceptable Delays & Lack of Accountability No assigned case manager or decision-maker available.

Excuses such as " holiday backups '' or " case manager on vacation '' used to delay responses.

Unanswered calls and failure to provide timely updates.

2. Lack of Direct Contact & Escalation Barriers Multiple callback requests ignored or delayed.

Senior leadership has not responded as requested.

I am forced to explain my case repeatedly to different representatives.

3. Failure to Freeze Funds Pending Investigation Despite raising this issue multiple times, Wells Fargo failed to freeze the disputed funds.

No action has been taken to notify or obtain information from the business.

4. Wrongful Dispute Cancellations Without Due Process My dispute was wrongfully canceled twice without prior notice or discussion. 
The first dispute was closed without any review of evidence, business contact, or discussion. 
On XX/XX/year>, Wells Fargo issued XXXX separate letters ( received on XX/XX/year> ) : o XXXX letter stated my dispute was canceled. 
o The other letter stated Wells Fargo needed another month to review my case. 
These conflicting responses demonstrate a complete lack of oversight and due diligence. 
XXXX. Refusal to Review Key Evidence in Good Faith Wells Fargo refused to consider audio recordings of conversations that confirm their negligence in handling my case. 
The recordings contain verifiable details, including names, phone numbers, timestamps, and dispute discussions.

Text messages, emails, and photos have also been dismissed as valid evidence, which suggests bad faith in reviewing this dispute.

6. Wasting My Time Through a Broken Process The mishandling of my case has caused unnecessary delays and wasted my time.

Despite clear violations by the merchant, Wells Fargo has failed to protect me as a customer.

7. Failure to Notify or Contact the Business Wells Fargo has not issued a formal notice of dispute to the business. 
Despite multiple requests, they have not contacted XXXX XXXX XXXX to obtain additional information. 
This lack of action demonstrates reckless mismanagement. 
XXXX. Providing Unqualified Legal Opinions Instead of Taking Required Action Multiple representatives have given me legal interpretations that they are not qualified to provide.

If specific legal requirements exist for my claim, Wells Fargo must provide them in writing.

Instead of offering opinions, Wells Fargo must take the required steps : o Freeze the disputed funds.

o Contact the business.

o Issue a formal 30-day notice of my dispute.

________________________________________ Requested Resolution : I request that Wells Fargo : Assign an immediate executive decision-maker as a single point of contact for my case to ensure accountability.

Issue a full refund of {$5000.00} until a comprehensive investigation has been conducted.

Provide a detailed written response explaining the multiple dispute cancellations, conflicting letters, failure to follow up from discussions, and failure to contact the merchant.

Ensure compliance with CFPB regulations regarding dispute handling and consumer protection.

Wells Fargo has wasted an excessive amount of my time while failing to do their job. I was ripped off by a business, and Wells Fargo has done nothing to protect me. My expectation is that they act in accordance with consumer protection laws and conduct a proper investigation. Until they do so, I demand a full refund.

This company should be ashamed for how they have managed 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