Consumer complaint received 2024-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I made a purchase with the company, " XXXX XXXX XXXX XXXX '' on XX/XX/year> for {$4400.00}. My shipment ended up getting intercepted by the XXXX, XXXX, and they returned it to the sender XXXX XXXX XXXX XXXX XXXX XXXX due to damage on the parcel on XX/XX/XXXX. This is what I was told by XXXX, I didn't have a chance to see the package for myself unfortunately. I alerted the merchant about this and was told to standby until the delivery was confirmed back to their facility. Once it was confirmed on the tracking information that it was returned on XX/XX/XXXX, I immediately contacted them once again but was told that they still hadn't received it and they would look into it with the XXXX. I called periodically for close to 2 months but the merchant still claimed that they never received the package back even though XXXX was claiming otherwise. It was at this point in time that I chose to open a dispute with my bank since I was nearing the end of my timeframe to dispute. I called the Wells Fargo customer service line on XX/XX/XXXX and explained my situation while also providing the tracking number which shows exactly what happened to the representative and they opened the case. Soon enough though I receive a letter telling me that my case was denied without giving a specific reason. I contacted Wells Fargo 's claim center requesting further information. They let me know that the reason that it was denied which led me to realize that my case was misrepresented. The representative I spoke with originally got my story wrong. They said that it was listed that I had received the product and returned it on my accord so the merchant wasn't responsible for what happened to the return parcel. This was not the case. I never received the parcel, it was intercepted by XXXX due to damage and returned to the sender before it could actually reach my doorstep. I had no power over this decision. The representative also marked my tracking number as the tracking number for a return parcel when that wasn't the case. This obviously confused things even further. My case is a case of never receiving my merchandise. I explained this all once again to a new claim specialist. They understood my case and requested that I get further documentation from XXXX so that they could reopen the case. I contacted UPS and received written confirmation from them of the return which I then promptly provided to Wells Fargo. My case was reopened but then I was told that it was too late for them to bring this case to XXXX and that there was nothing that they could do. That's when I opened a complaint considering that this wasn't my fault. I properly described my case and provided the necessary the evidence which told the whole story. It's not my fault that a careless representative misrepresented my case causing it to fall apart. The response to my complaint echoed the past sentiment, they couldn't bring the case to XXXX anymore so there is nothing that they can do. I requested a call back from the agent who worked on this 4 times over the course of XXXX weeks and they never called me back.

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 monetary relief