Consumer complaint received 2026-06-28 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: TX

Complaint narrative:
Product : General-purpose credit card ( Wells Fargo Bank , N.A . XXXX Issue : Problem with a purchase shown on your statement Credit card company isn't resolving a dispute about a purchase on your statement I disputed a {$570.00} charge to my Wells Fargo credit card because the merchant published a return-and-refund guarantee, I initiated a return strictly in accordance with that policy and within the protection window, yet the merchant refused to let me complete the return and denied the refund on a pretext. The merchant 's published commitment. The order page ( XXXX XXXX ID XXXX ; statement descriptor " XXXX XXXX CA '' ) states under " Service Commitment Return & refund policy '' : " Eligible for returns and refunds, within the designated order protection period, '' and lists " Refund if items damaged. '' XXXX 's published policy states : " you may request a return/refund within the protection period if your item doesn't arrive, arrives damaged or defective, or not as described, or not satisfied, '' with a window for U.S. buyers of " 15 days after delivery date '' ( and, as the seller is in Hong Kong , `` Within 90 days after order was placed '' for cross-border sellers ). My request was well within this window. The defect. The device delivered is a XXXX variant that can not function as a mobile phone on any XXXX XXXX XXXX it does not register VoLTE and can not place calls, send SMS, or use mobile data, because it lacks XXXX band XXXX and XXXX certification. I opened the dispute strictly under the merchant 's own category " Item defective or doesn't work. '' I followed the merchant 's return process the merchant blocked it. I proceeded through the return flow and reached " Select method, '' selecting a XXXX return option and electing refund to my original payment method. I accepted the return method offered ( including a {$7.00} paid drop-off option ) and elected to proceed I was prepared to return the item intact in its original packaging regardless of who bore shipping. The platform 's own system at that step computed an " Estimated refund amount : {$660.00} '' against my original payment method, confirming the order was refund-eligible on the platform 's back-end. Despite my having initiated and accepted the return, the merchant did not allow the return to complete : it demanded a " video '' of a network-registration defect that can not be filmed, falsely asserted that a clear photo of the actual delivered device " did not correspond to the item, '' and closed the case stating only that my request " did not meet our evidence standards, '' without identifying any deficiency and without ever giving me the opportunity to ship the item back. Because the item was defective and not as described, the seller bore responsibility for facilitating the return ; at minimum, the seller was obligated to permit the return it had already advertised. The merchant did neither. Wells Fargo 's handling. I submitted this to Wells Fargo as a billing-error dispute under the Fair Credit Billing Act, 15 U.S.C. 1666, with a full documented evidence package. On XX/XX/2026, Wells Fargo re-debited the {$570.00} to my account, shown on my statement as XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' resolving the dispute against me. I did not receive an adequate written explanation identifying why my dispute failed or what evidence rebutted my documented claim that the merchant refused to let me complete its own advertised return. The agreement at the time of the transaction included the published right to return the item and obtain a refund. By preventing the return and denying the refund without valid basis, the merchant failed to deliver in accordance with that agreement a billing error under 12 C.F.R. 1026.13 ( a ) ( 3 ). Under 12 C.F.R. 1026.13 ( f ), upon determining no billing error occurred, Wells Fargo was required to ( 1 ) mail or deliver a written explanation setting forth its reasons and ( 2 ) furnish copies of the documentary evidence of my indebtedness upon request. Desired resolution : ( 1 ) Reverse the XX/XX/2026 " BANK ADJUSTMENT '' and reinstate the {$570.00} credit ; and ( XXXX ) provide the written explanation and all documentary evidence Wells Fargo relied upon, as required by 12 C.F.R. 1026.13 ( f ). The device remains in original delivered condition and will be returned upon receipt of a prepaid return label

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