Consumer complaint received 2025-12-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Confusing or missing disclosures — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
I am filing this complaint because Wells Fargo has repeatedly refused to properly investigate my ACH dispute related to a {$40000.00} payment I made to a company called XXXX XXXX XXXX XXXX ( XXXX ), an XXXX business selling a XXXX XXXX XXXX XXXX XXXX XXXX. 

I paid XXXX via ACH in XX/XX/year> to become a licensee business owner under their program. However, after onboarding and attempting to use their system, it became immediately clear that the service was misleading, unfit for purpose, and fundamentally incapable of performing as advertised. 

XXXX system depends entirely on being able to operate social media accounts on XXXX platforms ( XXXX, XXXX, XXXX ). The merchant claimed that their Standard Operating Procedures ( SOPs ) and tools would enable licensees to operate XXXX XXXX model accounts safely. They stated that using a phone, tablet, VPN, and later a dedicated IP would be sufficient to keep the accounts compliant.

However, this was not true. Despite following the merchants SOPs exactly as instructed, all of my XXXX accounts were banned repeatedly, usually within days. I documented these failures in XXXX communications with their coaching staff. 

On XX/XX/year>, I notified XXXX staff that 6 out of 11 XXXX and XXXX accounts were banned in under a week. 

On XX/XX/year>, I reported that all 11 accounts were banned, even after purchasing a dedicated IP, using separate devices, and following their SOPs. 

XXXX acknowledged the bans but provided no workable solutions. XXXX flagged the accounts due to AI-generated content and suspicious activity patterns, meaning XXXX business model is not actually viable. Success or failure is entirely dependent on XXXX tolerance of AI accounts, something XXXX can not control and misrepresented. 

Because the service was deceptive and unfit for business use, on XX/XX/year>, I formally requested a refund from the merchant. 
XXXX ignored my refund request for over 30 days, violating their own dispute resolution clause which requires a response within 14 days. On XX/XX/year>, they replied with excuses and refused to issue a refund. 

I later discovered that XXXX deleted/removed me from all the XXXX  conversations containing my complaints and their acknowledgments. Fortunately, I was able to capture a few screenshots before my removal. XXXX deleted/removed me from the XXXX  conversations while simultaneously demanding proof this is improper and deceptive behavior by the merchant.

Because of the misleading nature of the service and the merchants refusal to issue a refund, I filed an ACH dispute with Wells Fargo for the full {$40000.00}. This is fully eligible under Regulation E, as the transaction was induced by misrepresentation and the services were not provided as described.

Wells Fargos Violation of Regulation E : Wells Fargo repeatedly denied my dispute without conducting a proper investigation, and in some cases incorrectly stated that ACH transactions can not be disputed, which is false under Regulation E. Regulation E covers ACH transactions when the transfer involves fraud, misrepresentation, or errors in the transaction.

Wells Fargo did not : request any documentation from me before denying the claim, review the evidence I offered ( contract, messages, screenshots ), provide a legally valid written explanation, escalate the dispute to the ACH Exceptions or Regulation E department, conduct a reasonable investigation as required by 12 CFR 1005.11, consider that the transaction was obtained through deception and non-performance.

I specifically requested a Regulation E reinvestigation, but Wells Fargo denied that request as well.

I am therefore requesting CFPB assistance because : The merchant misrepresented their service and delivered a non-functional system.

Wells Fargo improperly rejected my dispute without following the investigation process required by Regulation E.

Wells Fargo refused to escalate the case to the proper department and repeatedly provided incorrect information about dispute eligibility.

I am seeking : A full Regulation E reinvestigation, Proper handling by Wells Fargos ACH Exceptions/ Reg E team, Correction of Wells Fargos improper denial, A refund of the {$40000.00} ACH transfer due to misrepresentation and failure of the merchant to provide the contracted service.

I am submitting all supporting documentation, including : XXXX  screenshots showing the merchant acknowledging persistent account bans ( XXXX XXXX  ), My refund request dated XX/XX/year>, Merchants delayed responses in XX/XX/year>, Evidence of deleted/removed XXXX  message threads by the merchant, The Purchase Agreement requiring 14-day dispute resolution ( which they violated ), Wells Fargos denial letters and refusal to conduct a Regulation E investigation.

I am requesting CFPB intervention to ensure Wells Fargo follows federal law and completes a lawful Regulation E investigation.

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