Consumer complaint received 2025-02-23 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: IN

Complaint narrative:
I need to file a complaint against Wells Fargo for allowing fraud on my credit card, and then lying to try to cover that fraud up. 
On XX/XX/year>, the XXXX XXXX charged me for {$250.00} for a portable washing machine. It arrived damaged and non-working. I attempted to return the item, but since it was an online purchase, the only way to do that was to call their XXXX number. At that time, XXXX XXXX told me they couldnt process the return and didnt know what the issue was with their computers, so the best thing to do would be to just dispute the charges with my credit card company, which is what I did. That purchase is Exhibit A, and to this day, it still shows that it has never been returned on the XXXX XXXX Website. 
On XX/XX/year>, I made a purchase at XXXX XXXX in-store for {$320.00}. That was for some power tools that I just didnt like how they worked, so I returned them. That is Exhibit B. That return was process fine and without any issues. 
When I disputed the first charge with Wells Fargo for {$250.00}, I got nothing but the run around for months. I talked to someone in the Execustive Offices, named XXXX, but all he would give me was lie after lie after lie. He kept telling me that somehow both transactions were refunded for {$320.00}. That simply makes no sense. There should be TWO refunds, not just one. The transactions have nothing to do with each other, but he kept trying to tell me they were on in the same. He then tried to tell me the two amounts didnt match because something else was returned along with it, so it came to a different amount, which is also not true. I asked him if he got copies of both transactions from XXXX XXXX. He initially told me he had, but I soon found out that was a lie. If he had, he would clearly see that one transaction was returned just fine, and the other still shows that it was never returned, and that it was for two completely different items. I even showed him the messages from XXXX XXXX where they informed me that they were having computer issues and that I would have to have Wells Fargo decline those charges. Even with proof that the merchant told them to decline those charges, he still refused to do that. Then he lied and told me that XXXX XXXX go the merchandise returned to them and my account was credits. But when I showed him the merchandise was NEVER returned and was still sitting in my garage, he simply ignored that information. Then, he again tried to lie and tell me that since I filed my dispute after the 90 day period that there was nothing they could do. Thats not true because the 120 days starts AFTER I receive the merchandise, not when the charge is made to my account. Since it was an online order, I received the merchandise long after the order was actually placed. But he didnt want to do any of the work, so he just kept making up lie after lie to simply dispute my claim. Wells Fargo is supposed to be working for me, not for XXXX XXXX here, but Wells Fargo just made up their own info and rules here and refused to look at the evidence I provided them. I sent them the receipts I have attached here, showing that these were for two very different transactions, and I even sent them proof that the merchant said it was never refunded and to decline the charges, but somehow that was not adequate for them. They keep telling me that they have inadequate information to process my claim, but wont tell me what else it is that they are needing from me. Like I said, receipts of the transactions, proof that I still have the merchandise and nothing was ever returned, and proof that the merchant told me to dispute the charges is somehow not enough evidence for them. The person I spoke to also refused to let me talk to their superior. He said he " didn't have a boss '', which of course, was just another lie of many.

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