Consumer complaint received 2026-06-11 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: GA

Complaint narrative:
On XX/XX/year>, I filed a dispute with Wells Fargo regarding a XXXX rental property that I believe was not as described. I provided Wells Fargo with all documents, photographs, videos, and supporting information that I was asked to provide. This included videos of a significant gnat infestation, evidence of an exposed electrical socket, and proof that I notified the merchant/property manager of the conditions and informed them that I was leaving the property early because of those conditions. Throughout the investigation, I responded to Wells Fargo 's requests and submitted every document, picture, video, and piece of information requested of me. To the best of my knowledge, Wells Fargo had all of the information I was able to provide in support of my claim. Wells Fargo issued a provisional credit while investigating the dispute. After several weeks, Wells Fargo denied the claim, stating only that there was " no indication the service is different from the merchant 's description. '' After receiving the denial, I requested an explanation of the decision and copies of the evidence and documentation Wells Fargo relied upon. Despite my requests, Wells Fargo did not provide the supporting documents. I then escalated the matter. On XX/XX/year>, the same day Wells Fargo was scheduled to reverse the remaining provisional credit from my account, Wells Fargo responded to the escalation and stated that it agreed with the original decision. However, Wells Fargo still did not provide the documents, merchant response, or evidence it relied upon. My complaint is not simply that Wells Fargo denied the dispute. My concern is that Wells Fargo repeatedly provided conclusions without providing the supporting evidence, documentation, or meaningful explanation that would allow me to understand how my evidence was evaluated, despite the fact that I fully cooperated with the investigation and submitted all requested materials. I am requesting that Wells Fargo : Provide copies of all documents and evidence relied upon in denying my dispute. Provide any response submitted by the merchant or property manager. Explain how the evidence I submitted was evaluated. Explain the basis for concluding that the property was not materially different from what was represented despite the evidence provided. am also concerned by the timing of Wells Fargo 's actions. My dispute was filed on XX/XX/year>, and Wells Fargo waited until XX/XX/XXXX, XXXXapproximately the 44th day of its investigation periodto provide its response to my escalation. This was also the same day Wells Fargo was scheduled to reverse the remaining provisional credit from my account. After waiting nearly the entire investigation period, the escalation response simply reaffirmed the original decision without providing the supporting documents, merchant response, or evidence I had been requesting. I find it concerning that despite my repeated requests for transparency, Wells Fargo chose to issue a brief conclusory response on the same day the provisional credit was being removed rather than provide the information necessary for me to understand how my evidence was evaluated. At no point have I refused to cooperate with the investigation. I submitted every document, photograph, video, and communication requested by Wells Fargo, yet Wells Fargo has not provided the materials it relied upon in reaching its decision.

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