Consumer complaint received 2024-10-03 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: AZ

Complaint narrative:
In XXXX of XXXX, I noticed some charge errors on my debit card issued by Wells Fargo. I was charged for goods/services that I never received from the merchant known as " XXXX XXXX ''. My debit card was charged a number of times for goods that I never received. My account with the merchant should have been credited for the exact amount of the debit card charges in question but never received any credits. I attempted to resolve this matter directly with the merchant but they did not respond to my issue.

As such, I then sent in a letter containing details for 8 debit card disputes to Wells Fargo 's Dispute Resolution Department. I sent this letter to the address that appeared on the notification when I first attempted to file my dispute through their app. My letter seems to have been ignored and Wells Fargo has not notified me that they are investigating my disputed charges. The letter I sent fully enables the institution to identify my name and account number ; and indicates why I believe an error exists and includes to the extent possible the type, date, and amount of the error. 

I sent this letter via USPS Certified Mail with tracking and return receipt. I will attach screenshots of 1 ) the address which Wells Fargo received my letter, 2 ) the tracking information from USPS showing the letter was delivered and signed for on XX/XX/XXXX, and XXXX ) the return receipt with the signature and printed name of the employee who received my letter of disputed charges. The tracking number for this letter is XXXX ( XXXX ). 

I will also attach a copy of each page that I sent in this letter to Wells Fargo to this CFPB complaint. The XXXX pdf documents included in this complaint reflect exactly what they received on XX/XX/XXXX. You will notice it has all of the details necessary to file my dispute against the merchant. 

Regulation E 1005.11 ( c ) ( 1 ) states the following : 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. 

It has now been XXXX business days & XXXX calendar days since my letter was signed for. Thus, it is apparent that my letter is being ignored and Wells Fargo has not obeyed Regulation E as a financial institution. I am submitting this CFPB complaint with the hope that someone will conduct a fair investigation for my dispute and resolve the charge errors because it is obvious the merchant has stolen my money and did not ever deliver the goods they promised. The merchant is completely unresponsive at this point and ignored all of my attempts to resolve this issue with them.

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