Consumer complaint received 2026-04-08 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: GA

Complaint narrative:
I am submitting a complaint regarding Wells Fargos handling of a billing dispute related to a XXXX XXXX charge in the amount of {$2300.00} ( Claim ID : XXXX ). This dispute involves an improperly processed charge that the merchant failed to refund after it was cancelled on XX/XX/XXXX. I authorized a transaction related to a desk purchase and an exchange of side tables, and the merchant indicated that the original transaction would be cancelled. However, the merchant failed to void the original charge and instead processed an additional transaction, resulting in two charges for what should have been a single transaction. I did not authorize both charges, and I did not authorize the final amount that posted to my Wells Fargo account. I submitted a dispute to Wells Fargo initially on XX/XX/XXXX, but the claim was denied despite providing documentation showing the duplicate charges and the transaction that was actually authorized. I made multiple attempts to have the dispute properly reviewed : On XX/XX/XXXXXXXX I was notified that the dispute was closed. I requested clarification and they advised that it was due to lack of documentation, but I resubmitted all the documents that I had submitted to them initially via email when I initially opened the dispute. In early XXXX, I received a letter that they closed the dispute again as they did not receive any new information. On XX/XX/XXXXXXXX I contacted Wells Fargo regarding how the dispute was cancelled again and was told the dispute would be reopened as it was miscategorized. On XX/XX/XXXX, I followed up again and was told the issue would be escalated. Despite these assurances, the dispute was never reopened or escalated per my contact with them today ( XX/XX/XXXXXXXX ). I was not proactively notified of this. I only learned that no action had been taken after calling again and waiting over an hour to speak with a supervisor ( XXXX ). The supervisor confirmed that the claim had not been reopened, which directly contradicted what prior representatives had told me. The only action offered at that point was to send the matter to a senior office, without addressing the underlying issue. Wells Fargo has failed to properly investigate whether the charge reflects the amount I actually authorized. Instead, the bank appears to have relied on merchant documentation without reconciling the duplicate billing or verifying authorization for both transactions. I have asked them to review this multiple times, but each time they do not seem to carefully review the details of this transaction as it is quite clear that I was charged twice for the same merchandise. Additionally, I am now being required to make payment on the full disputed amount, including a charge I did not authorize, while the bank has not conducted a proper investigation.

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