Consumer complaint received 2026-06-01 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: CA

Complaint narrative:
I am filing a follow-up complaint regarding my prior CFPB complaint, case number XXXX, because Wells Fargo still has not resolved the dispute-handling problem described in that complaint. The dispute concerns a {$210.00} credit card transaction dated XX/XX/year>, from XXXX / XXXX XXXX. I previously attempted to dispute this transaction with Wells Fargo. After the original dispute was closed, Wells Fargos online system would not allow me to re-file the dispute online, so I made multiple phone calls and was directed into a manual process. A Wells Fargo representative instructed me to submit my dispute explanation and supporting documentation by email so the dispute could be reopened or re-entered. I submitted the documentation as instructed, but Wells Fargo did not provide a written acknowledgment or meaningful written response within 30 days. This appears inconsistent with Regulation Zs billing-error procedures. Wells Fargo later claimed that the documentation was not successfully received or uploaded, but that is exactly the problem : I followed the submission process Wells Fargo gave me, and Wells Fargos internal failure to receive, upload, or route the documentation should not erase its obligation to timely acknowledge and process my billing-error dispute. Because Wells Fargo still had not reopened or properly processed the dispute after more than a month, I filed CFPB complaint XXXX on XX/XX/year>. That complaint explained that Wells Fargo had failed to reopen or process the dispute after I submitted documentation, and the complaint was sent to Wells Fargo on XX/XX/year>. Wells Fargo responded on XX/XX/year>, and the prior CFPB complaint was closed after that response. But Wells Fargos response did not actually resolve the issue. Wells Fargo acknowledged that the documentation was noted as sent but not successfully received or uploaded to the claim, and stated that the claim could not be reviewed until the documentation was received by the non-fraud disputes team. On XX/XX/year>, I responded through the CFPB portal. I marked that Wells Fargos response did not address all of my issues and that Wells Fargo did not do what it said it would do. I requested a reliable written method to resubmit the documents, such as a secure upload link, email address, fax number, mailing address, or CFPB attachment option, and I requested written confirmation once the documents were received, uploaded to the claim, and the dispute was opened for review. The CFPB complaint then remained closed. As of XX/XX/year>, Wells Fargo still has not provided the reliable written resubmission method I requested, has not given written instructions for how to get the documentation properly received and uploaded, and has not reopened or properly processed the dispute. The CFPB page states that my feedback would be shared with the company, but Wells Fargo still has not fixed the process problem identified in its own response. My concern from the beginning has been Wells Fargos repeated reliance on failed phone/manual handling and the lack of a dependable written process. I have already made repeated phone calls regarding this issue, and I do not want to be required to call again. I am requesting a written, trackable process because the prior phone/manual process failed.

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