Consumer complaint received 2024-12-26 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:
This is a copy in XXXX what I request to wells fargo : To : Wells Fargo Bank To whom it XXXX concern Because by telephone follow-up did not work properly, I preferred to do it in writing. 

This complaint is because the XXXX charges that correspond to XXXX disputes ( XXXX and XXXX ) that for some reason were denied by the claims department and unilaterally closed with false information, which has nothing to do with the broken product that I bougth with my debit card, which is the base of my claim. 

Fact XXXX : In XXXX of the letters I received for claim XXXX, it says that I did not send them the information they asked me for, that is false because they only called me on the phone several times to ask me the same thing over and over again, they never asked me to send them the information they talk about to incorrectly close my claim. 

Fact XXXX : In the XXXX letters of claims XXXX and XXXX they say that the operations were authorized and that there was no error. This has nothing to do with my claim, because the broken product does not work at all as I mentioned before. 

Fact XXXX : I tried to clarify things at the time with the claims department, but it was not possible and I had several problems with them, they gave me wrong or different information, they had to subdivide claim XXXX into XXXX, that is why it comes in XXXX letters, they said that Visa did not allow them to continue with the dispute because your XXXX XXXX XXXX were wrong to present it as fraud instead of how I presented it to you as a broken product that does not work, etc., etc., in fact, I filed a complaint about a person, I asked him to put me through to a supervisor several times and instead he was very rude to me and also hung up the phone call on me, his name is XXXX XXXX, the complaint number is XXXX. 

Fact XXXX : Amounts of charges to my bank account from claim XXXX, XXXX for {$150.00} and another for {$190.00}, amount of charge from claim XXXX for {$97.00}. all for broken products sofwares that they nor work at all like I already mencionate In summary, that is the information that I can share with you for now so that this is clarified and I remain at your service in case you need anything else. 

this is the end of my claim to wells fargo. 
=================================================================== And this is part of the resume that they send me back to denaid my claim, totally insatisfactory as you can see, they are totally unhelpfull : The provisional credit that was given to you on XX/XX/year>, has been made final and we have closed this claim on XXXX XXXX. 



However, as part of this dispute for the amount of {$97.00} because we did not receive the information that we have requested from you, we based our decision on the information available. We have determined that the transaction was authorized or that a processing error did not occur and as a result we have deducted the provisional credit of {$97.00} on XX/XX/year>, we have closed this claim on XX/XX/year>. 



We have enclosed the resolution letters of these claims for your reference. 

We would like you to know that we stand by the decision made by our claims department and if you have questions or would like to get copies of the documents, we used to make our decision, please call our Claims Assistance Center at XXXX, Monday through Friday, XXXX a.m. to XXXX p.m. Central Time. 



While we realize the information provided XXXX not alleviate your frustrations, we hope this correspondence helps to clarify our actions about this matter. We strive to provide exceptional service and were sorry we didnt meet that expectation in this instance. 



Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. 

How to contact us We appreciate the time and effort you took to contact us. If you have questions, you XXXX reach us at XXXX, Monday through Friday from XXXX XXXX  to XXXXXXXX XXXX XXXX XXXX. We accept telecommunications relay service calls. 

If there is an attachment to this email and you can not read it, please contact us. 

Sincerely, XXXX XXXX. 

XXXX Representative XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX This is the end of the unhelfull answer to my claim number XXXX =============================================================== Please help me to handle this becouse I think is not afair that the wells fargo make my to pay for broken products, when I have to be protected by wells fargo and XXXX over this kind of problems. 

Also if wells fargo claims department make mistakes on the folloup to close my dispute with a false information over a broken products dispute? why they charge to my the XXXX XXXX  if is a wells fargo mistake?

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