Consumer complaint received 2024-09-30 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: NM

Complaint narrative:
I purchased a XXXX device in XXXX and sent in my trade in device using the shipping label. Provided by XXXX by the deadline. I have a confirmation text message saying that the device was received and that my trading was complete. I then received an email stating that my device did not meet the qualifications for the trade in. When I contacted XXXX to ask them, what was wrong with the device? As I had sent the device in in perfect condition, they said that they were unable to locate any trade in. XXXX referred me to XXXX and XXXX told me that the tracking label that XXXX provided to me was an invalid tracking label, so they were unable to tell me where the device was within the system. When speaking with customer care at XXXX and speaking with a manager named XXXX, he had told me due to an issue in the system. I would be receiving my full refund within 3 to 5 days.In my bank account. When the refund was never processed.I contact it again and was told there was no record of the refund. So then I contacted the XXXX XXXX XXXX and I was contacted by XXXX from XXXX, who told me that I would not be receiving my refund even after providing documentation. 
Showing that the refund would be approved. When I could not get any headway from the merchant.I disputed the charger with my bank. Provided my bank all of the necessary documentation on XXXX XXXX  via email. I was provided a provisional credit in the full amount of XXXX XXXX and XXXX XXXX dollars and XXXX XXXX cents, while they investigated the claim. I then received a letter in the mail from my bank stating that my claim was being denied because I never provided documentation. On XX/XX/XXXX I emailed my bank again. Within the same email, add to the original email from XXXX XXXX with all of the necessary documentation of my claim and my claim was reopened. I contacted somebody on XXXX XXXX  and spoke with him.And they were able to the provided documentation that I had provided originally on XXXX XXXX  as well as again on XX/XX/XXXX and that they would move forward with finalizing my claim. As the documentation was adequate to show that the refund should have been processed by the merchant. However, I then got a letter in the mail that was dated XXXX XXXX, stating that my provisional credit would be reversed as wells fargo never received documentation supporting my claim. I was told on XXXX XXXX  to disregard that letter and that my claim would be approved. On XXXX XXXX XXXX, my provisional credit of XXXX XXXX and XXXX XXXX dollars and XXXX XXXX cents was reversed by wells fargo, and now my bank account is overdrawn. I contacted wells fargo again on XXXX XXXX  And they told me that they were unable to locate any provided documentation, which I have proof that I sent to them on XXXX XXXX and again on XXXX XXXX. When I asked them to reconsider my claim and reopen it with the basis that I provided the documentation within the timeframe. They told me I was outside of the XXXX XXXX and XXXX day dispute time frame, and they would not be helping me with my claim moving forward. I should not be held liable for the Error on XXXX 's part from the beginning, as well as Wells. Fargo 's part with documentation, and I want the full amount refunded plus interest.

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