Consumer complaint received 2025-10-08 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: UT

Complaint narrative:
I have been desperately been trying to get Wells Fargo to review a series of transactions that were made on my credit card from XXXX. These transactions were made completely illegally from both parties and should not have gone through at all, these transactions violate several of the merchants very own Terms Of Service, as Well as Wells Fargos. I have provided evidence, and proof of my whereabout during these transactions, to both Wells Fargo and XXXX. XXXX has completely ignored me and not responded to any of my claims, which just leads me to trying to resolve this with Wells Fargo, who have handled everything extemelly poorly, and I believe I am being wronged in this situation. The first red flag in this whole situation was after I filed these disputes, I received a new email almost everyday telling me to call them, and I did, but everyday it was a new person speaking to me and asking me the same exact questions as the person the day before, I took about XXXX different phone calls having to explain the situation over again each time, this indicates there was no real progress on my case and I believe it was not reviewed properly. Another example I have was that at the end of each phone call, there was a different outcome, despite my claims always being the same. I had several phone calls where the agent told me that there is nothing they can do, and to take the matter to the police department, then another day I had another agent tell me that they found my claims valid and they escalated my case and told me that I would be receiving temprary fund while the case is being reviewed, all of this everyday, just to have to explain everything over again to someone new the next day like they had no idea what was going on, it was very frustrating. Another very deceiving thing they did was actually change my dispute reason, without my consent or knowing, to force the disputes to close. The reason I chose for most of my disputes was " Product or Service was not as expected '' and for some of the later ones, I chose " Charged Wrong Ammount '' because those were the XXXX that I felt like best matched my situation and claims. The issue was that many of these claims were almost instantly denied, and when I viewed them in my " closed claims '' it was showing that my reason for the dispute was " Did not receive goods or services '' which I had never claimed, or submitted as a reason. I believe this was a very dishonest move by Wells Fargo in order to deny my claims wothout doing their proper due diligence. Another odd thing that happened that further proves this point, was when I disputed one of the smaller charges ( obviously using the same reasonings and prompts as all of the other claims ) and the dispute was actually approved and only that specific charge was fully refunded, even though all of the other denied claims were about the same exact matter with the exact same reasoning. Another strange thing happened just a few days ago, when I opened my Wells Fargo App, I saw that I received an automatic payment of {$3400.00} towards my credit card, which brought my balance down to only {$67.00}. As you could imagine, seeing this brought me an immense amount of relief because I could finally be out of debt, I thought the payment was the refund that I had been working so hard for. But after a few days go by, I look at my account again to see that the payment was actually " adjusted '' and I now owe all of that money again, I checked the message center, and emails for any sort of receipt, confirmation, some sort of reason or something useful, and I still am yet to receive anything. There is also no way for me to contact them besides calling them, which I am extremelly reluctant to do because of the reasons I have stated. Wells Fargo has been extremelly inconsistent, unfair, unpleasent, deceiving and unprofessional during this entire situation, this situation has caused me immense stress and financial damage and I believe my case was not handled properly or fair. I am also willing to provide any additional specific screenshots, information, dates or photos upon request. I am not going to attach any at this time, because Wells Fargo should have access to all of this information on their end.

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