Consumer complaint received 2025-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
Prescription medication was purchased from XXXX provider " XXXX XXXX '' on XX/XX/XXXX for {$980.00} ; I used my Wells Fargo Debit Card to purchase the prescription ( authorized online purchase ). Prescription was advertised and sold as a sterile compounded medication manufactured by a licensed pharmacy partner called XXXX XXXX. 

Order was received on XX/XX/XXXX, the same day I learned that the merchant 's partner pharmacy ( XXXX  ) was under question and soon after FEDERAL investigation for : XXXX ) not having the required licensure to compound sterile medication as confirmed, in writing, by the Florida Dept of Health ) XXXX ) shipping prescriptions to states that they are NOT LEGALLY AUTHORIZED to ship to ( include Oregon where I reside ) as confirmed, in writing, by the Oregon Dept of Pharmacy. 

I emailed merchant on XX/XX/XXXX to request authorization to return or receive a replacement for the order from a properly authorized/licensed pharmacy to ensure that the prescription medication would be sterile and safe to use. On XX/XX/XXXX, I completed a from ( XXXX XXXX ) that merchant sent me to request a refund or replacement which was never acted upon by merchant. They confirmed via their patient portal ( to all of their patient customers ) and also via email to me that they were aware of the concerns with XXXX and would be exploring resolution options for their patients. Shortly thereafter, they announced via their patient portal that unless XXXX refunded them, they would not have the financial means to refund or replace the large volume of orders that were processed for their patients. 

I am requesting a refund due to the fact that this merchant grossly and egregiously misrepresented the product they sold, did not offer proper resolution to their patient customers ( me ). XXXX has recently changed their Terms of Service ( confirming they will not offer refunds once orders have shipped ) since being discovered for these egregious business practices and ended their partnership with XXXX. XXXX is under investigation currently by the Florida Dept of Health due to these infractions AND has since voluntarily relinquished their license ( in XX/XX/XXXX ), closed their business and abandoned their unlicensed facility in the state of Florida. 

Since XX/XX/XXXX, I have been seeking resolution via a chargeback request from Wells Fargo Bank. They have, for 4 months now, mishandled my claim ( not responding to emails which includes highly relevant information/documentation to substantiate my claim, closing my case without sharing reason, re-opening it and promising to escalate it via various teams or levels of escalation management which has not happened, indicated that they are not able to re-open, not reviewing the highly irrelevant documentation provided by the merchant ). I am aware that they have refunded many ( XXXX ) other customers for the same claim type against the same merchant yet they continue to deny or close my claim without sound reason. 

I have {$980.00} worth of unusable prescription medication that was illegally manufactured and sold AND has been deemed unsafe to use by the Florida Dept of Health. I continue to request resolution via a refund as the product I purchased was falsely advertised and the merchant has not offered ample resolution to this situation.

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