Consumer complaint received 2025-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
( My apologiesIve only recently learned about the CFPB and this is an older incident, but I called to confirm with the CFPB that its not too late to submit a complaint. Thank you so much for your help. ) On XX/XX/XXXX, I paid for window tinting and paint protection film for my car using my Wells Fargo debit card. The shop did a poor job with the tinting and also damaged my car in the process. ( Issues with the job include : damaging XXXX glass pieces and a fog light, poor cutting and application of the tint film, mismatched shades of the tint used with the rear window and the rear passenger windows, and later, damaging the defrost grid lines on the rear window, etc.. ) On XX/XX/XXXX, I opened a claim with Wells Fargo XXXX reference # XXXX ), but requested that it be closed shortly afterwards because the shop was willing to work with me to correct all of the issues. 

It took XXXX months for the needed replacement parts to come in as well as to get my car scheduled and worked on. ( My final appointment date was XX/XX/XXXX. ) Within those 10 months of waiting, I checked in with Wells Fargo on at least XXXX different occasions to confirm thatshould it be neededthere is no time frame in which I would need to reopen the dispute with this merchant, and on every single phone call, the Wells Fargo agents assured me that I can reopen the case anytime I needed to. 

After my final appointment with the shop, the shop managed to cause more damage to my car, but they were unwilling to take any responsibility for it as the shop owner thought he had already gone above and beyond. ( Ive attached the entire chat transcript with the shop. My sincerest apologies for sounding insufferable in the chat log ; it was a bit stressful dealing with this. ) I received an estimate ( attached ) from the service center totaling {$1900.00} for parts and labor to replace all of the damaged pieces. Most of the damage was purely cosmetic, but XXXX item that I absolutely needed to have replaced was the back window because the defrost grid line had been broken when the shop removed the previously applied tint film ( which they were replacing due to the poor job they had done during my original appointment ), so I could not fully defrost my back window, which is a safety issue while driving. I ultimately had this back glass replaced on my own accord, and this new window still remains without the tint for which I paid. 

I reopened my case my Wells Fargo ( reference # XXXX ) and was quickly denied becausedespite quadruple-checking for this very issuethe transaction was beyond the time window in which I was allowed. In addition, the Wells Fargo XXXX Department falsely placed a note in their system indicating that the merchant corrected the error that occurred by issuing credit to my account. ( More on this below. ) I desperately escalated my case a number of times and asked my escalated complaints XXXX to please review the old recordings to confirm that Ive been completely misled and lied to. 

Around XX/XX/XXXX, I received a final letter from the escalated complaints XXXX ( attached ) confirming that he has reviewed the calls and verified the phone bankers gave me incorrect information. Additionally, the escalated complaints XXXX notes, ... the XXXX Department placed a note in our system indicating that the merchant corrected the error that occurred by issuing credit to your account. Upon further research, we determined that the original processor should never have placed that note and we received no documentation from the merchant. How is this okay and how often is this happening to other customers ...? Despite all of this, there was still nothing they could do to help or protect me.

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