Consumer complaint received 2026-06-17 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: MA

Complaint narrative:
I am writing regarding Case # XXXX and Case # XXXX. This is now the fifth dispute claim I have filed concerning the same unresolved issue, which has been ongoing since early XXXX. Given that this stressful ordeal has dragged on for over XXXX months with absolutely no resolution, I am requesting an immediate review by senior management or your highest-level XXXX escalation team. For the past XXXX months, I have been subjected to an incredibly frustrating runaround. Every time I call, I am bounced around to a different representative, forcing me to explain my situation from scratch. Your system has opened and closed my case more than XXXX separate times without fixing anything. This is not a proper investigation ; it is a blatant stalling tactic and a failure of customer service. The attached documentation clearly demonstrates that the disputed {$4300.00} charge is not my responsibility. The funds were never delivered to my apartment management due to the systemic transition failure, and there is no record showing where the funds were ultimately returned. Despite my full cooperation and having already fulfilled my payment obligation as a consumer, I am being forced to bear the burden of a double charge for the exact same amount. Furthermore, I must formally log a severe complaint regarding the unconscionable customer service I have received from your representatives, specifically XXXX and XXXX. My interactions with XXXX were highly dismissive ; she ignored my explanations, gave me robotic answers, and abruptly closed the case before my evidence could even be submitted. Most recently, I spent over an hour on the phone with XXXX pleading for a resolution. Instead of helping, XXXX stubbornly repeated that I must pay the entire balance, offered nothing but scripted responses, and ultimately hung up on me unilaterally while the issue was completely unresolved. This level of treatment is absolutely appalling, highly unprofessional, and an outright evasion of consumer protection laws. Consequently, I strictly request that this matter never be reassigned to XXXX, XXXX, or any entry-level representative, and instead be handled independently by a senior XXXX resolution team. My payment due date is next week. Because your institution has blocked my legitimate right to dispute this billing error, I am now facing imminent financial distress, wrongful late fees, and catastrophic damage to my XXXX XXXX. Please be advised that I have officially initiated a formal complaint with the CFPB ( Consumer Financial Protection Bureau ) regarding this matter and XXXX XXXX failure to abide by the Fair Credit Billing Act ( XXXX ). I expect an immediate response from a senior XXXX with a solution to place this {$4300.00} charge on hold while this is investigated. Sincerely, [ XXXX XXXX ] [ XXXX ] [ XXXX ]

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