Consumer complaint received 2024-05-06 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: FL

Complaint narrative:
I am filing a complaint against Wells Fargo for a missing credit from a merchant in the amount of 49.18GBP. On XXXX XX/XX/XXXX, I bought airlines tickets for XXXX XX/XX/XXXX. The tickets were then reissued on XXXX XX/XX/XXXX for another trip on XXXX XXXX XXXX and then cancelled and refunded by the merchant in XX/XX/XXXX ( all due to XXXX ). In between the reissue and cancellation of the tickets, I closed out my chequing account at Wells Fargo in XX/XX/XXXX. The merchant refunded my airfare in XX/XX/XXXX back to the XXXX with Wells Fargo. Wells Fargo instead of issuing a refund cheque to my address in XX/XX/XXXX decided to hold on the funds for XXXX weeks and sent them back to the merchant. I do not understand why no paper cheque was mailed from Wells Fargo for an online purchase outside the US? The merchant did receive the returned refund from Wells Fargo and sent the funds back from the merchant to Wells Fargo on XXXX XX/XX/XXXX. It is at this point, the funds disappeared. The merchant has confirmed ( over the years ) no other refund has been received back and this enquiry was confirmed from the merchants charge back department. 



Merchant : XXXX XXXX Record Locator : XXXX Ticket No : XXXX XXXX : XXXX GBP using Wells Fargo Visa Debit Card Date : XXXX XX/XX/XXXX Merchandise : One way ticket from LGW-AMS on XXXX XX/XX/XXXX Cancelled & Reissued : XXXX XX/XX/XXXX due to XXXX lockdowns Record Locator : XXXX ( same ) Ticket No : XXXX XXXX : XXXX from old ticket XXXX & no difference in fare Date : XXXX XX/XX/XXXX Merchandise : XXXX way ticket from LCY-AMS on XXXX XX/XX/XXXX Cancelled XX/XX/XXXX due to lockdowns and border closures. Merchant cancelled & refunded XXXX back to Wells Fargo XXXX XXXX XX/XX/XXXX, I made an in-person appointment in a Wells Fargo branch with XXXX XXXX due to another issue, that was resolved in my favour. Since I made the appointment, I brought up this matter again to Wells Fargo. At the branch level, they couldnt resolve this nor give me any further information. XXXX had to call support and she had to guide them where to find any information on these transactions. I am bringing them up as their support didnt help me with the other matter for my appointment that day. XXXX told them to look in XXXX for XXXX XX/XX/XXXX in the XXXX of XXXX for the transaction and I believe she mentioned XXXX for the return in XXXX. I have been in touch with XXXX XXXX office in XXXX XXXX each time I am back in the XXXX and they reconfirm the information on the email sent to me on XXXX XX/XX/XXXX. XXXX XXXX returned the credit refund back to Wells Fargo on XXXX XX/XX/XXXX and I needed to contact the bank. 



XXXX was able to get me dispute No XXXX as she couldnt explain where the funds are located. I was told it takes XXXX business days for a response and no response. I do remember filing a dispute in XXXX and never heard back from Wells Fargo. I did waited to contact CFPB as I wanted to make sure no intermediary bank, Wells Fargo, nor the merchant receive a credit or had an excess amount unaccounted for on their books. The funds disappeared. I believe it is a Wells Fargo issue as they were the card holder and didnt follow industry norms. It is very unusual to hold funds for XXXX weeks, vs calling me or mailing me anything by post. Yet they waited and it disappeared. Also, this is the third time Wells Fargo has made grievances against me. I had to resolve account issues in a class action lawsuit, had to fight for a bank error holding their web bill pay guarantee in hand to get my funds returned, and still this issue with XXXX XXXX. Wells Fargo gets real quiet once I make a dispute about the returned refund that was sent back to them in XX/XX/XXXX. 

Wells Fargo acct XXXX. Look in XXXX for XXXX XX/XX/XXXX using XXXX debt card 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