Consumer complaint received 2025-08-25 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
CONSUMER COMPLAINT TO THE CONSUMER FINANCIAL PROTECTION BUREAU Date : XX/XX/XXXXXXXX  Complaint ID : [ To be assigned by CFPB ] I. CONSUMER IDENTITY AND CONTACT INFORMATION Complainant : XXXX XXXX Preferred Contact Method : Email Email Address : XXXX Location : XXXX, Nevada Authorization and Privacy Disclosure : By submitting this complaint, I authorize the Consumer Financial Protection Bureau ( CFPB ) to send my complaint and supporting documentation to the company identified below. I understand that the CFPB will share my complaint with the company for response, and that information I provide may be subject to publication in the CFPBs Consumer Complaint Database with personally identifiable information removed. I certify that the information provided in this complaint is true and accurate to the best of my knowledge and belief. 
II. FINANCIAL INSTITUTION INFORMATION Institution Name : Wells Fargo Bank , N.A . Claims Department Institution Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Institution RSSD ID : XXXX Dispute Reference Number : # XXXX Account Type : Personal Checking Account with Debit Card Ending in XXXX Transaction Amount in Dispute : {$1000.00} XXXX. PRODUCT/SERVICE TYPE AND ISSUE CATEGORY Product/Service Type : Bank account or service Sub-product : Debit card Issue Type : Problem with a purchase Sub-issue : Dispute handling and resolution process Secondary Issue : Failure to provide adequate information about dispute status and investigation process IV. DETAILED NARRATIVE OF EVENTS A. Original Transaction Details On XX/XX/XXXX, I purchased an e-scooter from seller XXXX  through XXXX website for {$1000.00}, using my Wells Fargo debit card. At the time of purchase, I contacted XXXX customer service and was explicitly informed that the e-scooter could be returned to a physical XXXX store if necessary. 
B. Attempted Return and Seller/Retailer Failures On XX/XX/XXXX, I attempted to return the e-scooter to a physical XXXX store as previously advised. However, contrary to the information provided during my XX/XX/XXXXXXXX  call, store personnel informed me that this item was not returnable in-store due to its size and weight ( XXXX pounds ). This contradictory information began a series of unsuccessful attempts to facilitate a return. 
Following the in-store rejection, I immediately contacted both XXXX and the seller XXXX via email and seven plus calls with XXXX requesting return instructions and freight pickup arrangements, as the e-scooters size and weight make standard shipping impossible. Despite multiple email communications beginning XX/XX/XXXX, and continuing through XX/XX/XXXX, XXXX has consistently refused to arrange for the freight pickup necessary to facilitate the return for unfoldable/defective product. 
XXXX initially promised to arrange a XXXX  freight pickup but subsequently failed to fulfill this commitment, leaving me with no viable means to return the product. This situation is further complicated by my documented medical condition, as I have a left shoulder injury that restricts me from lifting more than XXXX pounds, making personal transportation of a XXXX e-scooter physically impossible and medically contraindicated. 
C. Wells Fargo Dispute Filing and Handling Between XX/XX/XXXX and XX/XX/XXXX, I filed a formal dispute with Wells Fargo ( dispute # XXXX ) regarding this transaction. I provided Wells Fargos claims department with comprehensive documentation including : 1. Email communications with XXXX demonstrating their refusal to facilitate a return 2. Email communications with XXXX showing their failure to arrange the promised freight pickup 3. Medical documentation ( appropriately redacted ) confirming my lifting restrictions 4. A transcript of my XXXX XXXX XXXX  call with XXXX customer service representative XXXX, who explicitly advised me to proceed with the Wells Fargo dispute based on the evidence I had compiled Despite providing this extensive documentation, Wells Fargo has failed to provide adequate information regarding the status of my dispute investigation, the evidence they have gathered from all parties, or the criteria they are using to evaluate my claim. While Wells Fargo has acknowledged that an investigation is ongoing, they have not provided a timeline for resolution or a comprehensive explanation of their investigation process. 
V. WELLS FARGOS DISPUTE HANDLING DEFICIENCIES A. Failure to Provide Adequate Investigation Status Information Since filing my dispute between XXXX XXXX XXXX Wells Fargo has failed to provide transparent and detailed information regarding : 1. The current status of the investigation beyond acknowledging it is ongoing 2. The specific evidence they have gathered from me, the seller XXXX, and XXXX 3. How this evidence is being evaluated in relation to applicable regulations and bank policies 4. The anticipated timeline for investigation completion 5. The specific criteria being used to determine the outcome of my dispute B. Lack of Transparency in Evidence Evaluation Process Wells Fargo has not disclosed : 1. Whether they have contacted XXXX and XXXX to verify my account of events 2. How they are evaluating the documented evidence of the sellers and Walmarts failure to facilitate a return 3. Whether they are considering my medical documentation demonstrating physical inability to return the item without freight pickup 4. The weight they are giving to XXXX customer service representative XXXX explicit recommendation to pursue this dispute C. Insufficient Communication Regarding Decision Criteria Wells Fargo has failed to provide : 1. Clear explanation of the standards and criteria being applied to my dispute 2. Information about how they evaluate disputes involving third-party sellers on e-commerce platforms 3. Transparency regarding how they assess situations where physical return of merchandise is impossible due to seller/retailer failure to facilitate return logistics 4. Explanation of how medical limitations affecting return capability are factored into their decision-making process VI. REGULATORY VIOLATIONS AND COMPLIANCE ISSUES A. Electronic Fund Transfer Act Requirements Wells Fargos handling of this dispute appears to violate several provisions of the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ), including : 1. Failure to provide adequate information about the investigation process 2. Lack of transparency regarding evidence collection and evaluation 3. Insufficient communication regarding investigation status and timeline B. Regulation E Investigation Standards Under 12 CFR Part 1005 ( Regulation E ), financial institutions are required to : 1. Conduct a thorough investigation of alleged errors 2. Review all relevant information provided by the consumer 3. Determine whether an error occurred 4. Report the results of the investigation to the consumer 5. Provide copies of documentation relied upon in reaching their determination, if requested Wells Fargos failure to provide comprehensive information about their investigation process and the evidence they are considering appears to fall short of these regulatory requirements. 
C. Consumer Financial Protection Act Obligations The Consumer Financial Protection Act of XXXX establishes standards for transparent, fair, and responsive handling of consumer financial disputes. Wells Fargos lack of transparency and failure to provide adequate information about the dispute investigation process may constitute unfair, deceptive, or abusive acts or practices under this legislation. 
VII. SUPPORTING DOCUMENTATION I have provided Wells Fargo with the following documentation, which I am prepared to submit to the CFPB upon request : 1. Email communications with seller HLOIE demonstrating their refusal to facilitate a return 2. Email communications with XXXX showing their failure to arrange the promised freight pickup 3. Transcript of my XXXX XXXX XXXX call with XXXX customer service representative XXXX XXXX XXXX Medical documentation ( appropriately redacted ) confirming my lifting restrictions of no more than XXXX pounds XXXX. Wells Fargo XXXX acknowledging the ongoing investigation 6. Documentation of my attempts to resolve this issue directly with Wells Fargos claims department between XX/XX/XXXX, and the date of this complaint VIII. DESIRED RESOLUTION AND CFPB ACTION REQUESTED A. Specific Four-Page Investigation Report Requirement I respectfully request that the CFPB require Wells Fargo to provide me with a comprehensive four-page investigation report detailing : 1. All evidence gathered from me, the seller XXXX, and XXXX regarding this dispute 2. A thorough explanation of how this evidence has been evaluated 3. The specific criteria and standards being applied to determine the outcome of my dispute 4. A detailed timeline of the investigation process to date and anticipated completion 5. Multiple four-to-six sentence paragraphs explaining the decision criteria and how evidence was evaluated This report should be provided to me BEFORE Wells Fargo finalizes their decision on my dispute claim.

B. Review of Wells Fargos Dispute Handling Procedures I request that the CFPB conduct a review of Wells Fargos dispute handling procedures to ensure compliance with : 1. Electronic Fund Transfer Act requirements for dispute investigation and resolution 2. Regulation E standards for error resolution and investigation 3. Consumer Financial Protection Act provisions regarding fair and transparent financial services 4. Industry best practices for consumer dispute resolution C. Compliance Assessment with Federal Regulations I request that the CFPB assess whether Wells Fargos handling of my dispute complies with applicable federal regulations, particularly regarding : 1. Transparency in the investigation process 2. Communication of investigation status and findings 3. Consideration of all relevant evidence 4. Fair and impartial evaluation of dispute claims 5. Timely resolution of consumer disputes I appreciate the CFPBs attention to this matter and look forward to a fair and transparent resolution of my complaint. 
Respectfully submitted, XXXX XXXX Date : XX/XX/XXXXXXXX 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