Consumer complaint received 2025-01-14 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:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX Washington XXXX XXXX Dear XXXX : I wish to submit our complaint about the unprecedented horrible treatment we had dealing with Wells Fargo which we hope you can help evaluate and hopefully correct.To date after so many calls and emails Wells Fargo continues to deny our claim to reverse the disputed charge of {$44.00} that has been transferred from a closed account to new credit cards with ballooning Interest charges and, important, the unnecessary temporary suspensions of our checking and saving accounts. 
{$44.00} that has been transferred from a closed account to new credit cards with ballooning Interest charges and, important, the unnecessary temporary suspensions of our checking and saving accounts. 
The history of our complaint is as follows. 
Respectfully, Complaint Submission Against Wells Fargo To : Wells Fargo : I wish to dispute Wells Fargos dismissal of our claim as follows : RE : We have closed your dispute Dispute Number : XXXX Dispute Number : XXXX Date Posted : XX/XX/XXXX Merchant Name : XXXX Amount of Transaction : XXXX Card Number : XXXX Status : Closed - Dispute Declined XXXX : This refers to your decision to decline and closed my claim Dispute Number XXXX. Your investigation is incomplete and cursory. XXXX, your Customer Service Representatives did not seem to know where to direct my claim inquiry. XXXX, you suggested I did not dispute the XXXX charge in the timeframe allowed by industry- wide rules and regulations. I beg to differ with your assertion. 
XX/XX/XXXX, I contacted a Dispute Banker ( XXXX? ) that I was disputing XXXX  charge of {$15.00} and XXXX charge of {$44.00} posted on XXXXBanker gave a Dispute Claim Ref No XXXX for XXXX claim but XX/XX/XXXX, I contacted a Dispute Banker ( XXXX? XXXX that I was disputing XXXX  charge of {$15.00} and XXXX charge of {$44.00} posted on XXXXBanker gave a Dispute Claim Ref.No. XXXX for XXXX  claim but none for XXXX claim. I was told the reason for this is that the XXXX claim is a fraud issue and Credit Card Fraud Claim would be the department to investigate it. 
On XX/XX/XXXX, I requested my account ending in XXXX turned off and later cancelled. A new card would be sent to me to replace it in XXXX business days. Said replacement card I never received. 
On XX/XX/XXXX, I learned that I could not access all my accounts ( Checking, Savings ) anymore because all was put on temporary suspension. 
. 
From XXXX XXXX - XX/XX/XXXX, I called several times the Account Takeover Dept, to have the hold lifted, and after frustrating long wait time on the phone I spoked with several Customer Service Representatives, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX, some From XXXX XXXX - XX/XX/XXXX, I called several times the Account Takeover Dept, to have the hold lifted, and after frustrating long wait time on the phone I spoked with several Customer Service Representatives, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX, some very rude, who basically informed me they can not access my record, or to call back in XXXX hours, or that I have to go to the local Wells Fargo branch to have the suspension lifted. Since I am located in the XXXX going to a Well Fargo Branch is totally absurd. There is no Wells Fargo branch in the XXXX. I dont know exactly why my account was put on suspension but it was finally lifted on XX/XX/XXXX. 
On XX/XX/XXXX, I called again the Credit Card Department to have the unauthorized charge of {$44.00} reversed and was told my claim is still being investigated and was promptly cut me off. On XX/XX/XXXX, following the disputed XXXX claim, I spoked with Banker XXXX who indicated the XXXX unauthorized charge again will be forwarded for investigation. She also told me to call Credit Card Department at XXXX XXXX XXXX for cancellation of late payment charge I asked XXXX to cancel the card as the disputed Grubhub claim, I spoked with Banker XXXX who indicated the XXXX unauthorized charge again will be forwarded for investigation. She also told me to call Credit Card Department at XXXX XXXX XXXX for cancellation of late payment charge. I asked XXXX to cancel the card as well. Banker XXXX on XX/XX/XXXX, said the card was now blocked. I informed her and she agreed that no replacement card is needed or wanted. After a long wait on the phone, another Credit Card Department banker said any action on XXXX claim is deferred pending investigation result by the Credit Card Fraud Dept. 
On XX/XX/XXXX, I spoke with Banker XXXX who said I should contact the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX to resolve the matter but was not able to connect promptly and was put on long wait hold when I was able to connect. I was transferred around to various departments including Department for Savings , Department of Fraud Detection, Credit Card Claims.Department and finally, to Account Takeover Department. 
including Department for Savings , Department of Fraud Detection, Credit Card Claims.Department and finally, to Account Takeover Department. 
I was again told the investigation by the Credit Card Fraud Department is not yet complete. 
On XX/XX/XXXX, another new card ending in XXXX was noted in my Summary of Accounts as having been issued to me because the investigation of XXXX unauthorized charge was denied. No card ending in XXXX or a letter denying my claim was received by me. 
Again my account was put on temporary hold because of the disputed claim against XXXX was denied. 
A Customer Service Representative without giving her name directed me to call Credit Card Fraud Department at XXXX XXXX XXXX where I was able to speak with Banker XXXX (? ) who said she will reopen investigation of the charges that were denied but I was to fax documentary evidence proving my claim. Because no fax machine is available where I live, I called again the department where I was able to speak with Banker XXXX XXXX? ) who said she will reopen investigation of the charges that were denied but I was to fax documentary evidence proving my claim. Because no fax machine is available where I live, I called again the department on XX/XX/XXXX, and, after a long wait Banker XXXX told me I could send a letter with documentary evidence to CREDIT CARD FRAUD CLAIMS, ATTENTION : RECONSIDERATION, XXXX XXXX XXXX, XXXX, NC XXXX XXXX I spent a lot of money sending a courier to mail my letter XXXX Mail from a XXXX XXXX XXXX. 
I also had a friend mail the same letter from XXXX XXXX first class mail. 
On XX/XX/XXXX, I called Account Takeover to follow up on the status of my claim as well as ask that the new hold my account be released. I spoke with XXXX XXXX XXXX who informed me she could not access my record and to call again the following day. My sister out of great frustration called again to Customer Service Department, She spoke with XXXX, who without her informing transferred her to another Representative, XXXX, who eventually transferred her to following day. My sister out of great frustration called again to Customer Service Department, She spoke with XXXX, who without her informing transferred her to another Representative, XXXX, who eventually transferred her to XXXX with t

he Fraud Claims Department. who then told her Fraud is no
t the right department to handle our claim since we had
previous
business relationship with XXXX ; the right department to handle our claim was the Dispute Department. We were then connected to the Dispute Dept. 
My sister XXXX spoke with Banker XXXX who informed her it is not possible to dispute anymore our claim because XXXX wont allow dispute after XXXX from the date the charge was made. Completely frustrated and unhinged from inability to access our money in our checking and saving accounts to pay for living expenses my sister told her we will be suing Wells Fargo for intentional infliction of physical and emotional distress. 
On XX/XX/XXXX, Customer Service Department Representative XXXX said that a new dispute claim will be initiated Reference # XXXX. Again I was transferred around On XX/XX/XXXX, Customer Service Department Representative XXXX said that a new dispute claim will be initiated Reference # XXXX. Again I was transferred around to various departments before I was able to speak with XXXX who escalated my claim to her supervisor. She informed me to call Account XXXX Department and ask them to release the hold on my checking and sole savings accounts. I forgot the name of the Representative XXXX XXXX? ) who answered me and who then gave the usual schtick that she could not access my record and to call again later. I was so unhinged I shouted at her that they are punishing us for withholding access to our accounts from which we draw living expenses. She then said she will check with her supervisor who finally approved the hold on our account released. 
We spent a lot of precious time trying to access our account and dispute the unauthorized charge from XXXX which was primarily due to the incompetence of your various Customer Representatives and Bankers. I, XXXX initially called the We spent a lot of precious time trying to access our account and dispute the unauthorized charge from XXXX which was primarily due to the incompetence of your various Customer Representatives and Bankers. I, XXXX initially called the Dispute Department about the XXXX charge and your incompetent, inconsiderate bankers transferred me around and claimed Fraud was supposed to handle it. I suffered physical and emotional distress especially since both my sister and I are XXXX and live in home for elderly people with expensive amenities. We rely on Social Security checks and savings for our living and medical expenses and can hardly afford the roaming phone charges we incurred to call and connect with you. 
Now that you dismissed our complaint for the reason that now it is too late to get redress, I shall consider filing a legal action against you for your mishandling and incompetence which cause the lateness for seeking redress of our claim. More important, for putting holds on our checking and saving accounts for specious reasons. 
You may be liable for inflicting emotional distress on XXXX elderly people and should incompetence which cause the lateness for seeking redress of our claim. More important, for putting holds on our checking and saving accounts for specious reasons. 
You may be liable for inflicting emotional distress on XXXX elderly people and should be punished for this. 
By the way, attached are copies of emails. 
From XXXX dated on XX/XX/XXXX for the order of {$44.00} and a XX/XX/XXXX, email from XXXX acknowledging closure of our account with them. Unfortunately these emails were received from closed sonic.net account which was also cancelled probably on XX/XX/XXXX and can no longer be accessed but XXXX should have these email copies.

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