Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am filing this complaint regarding XXXX XXXX handling of my dispute related to services that were misrepresented at the time of purchase. I made the following purchases using my checking account : * XX/XX/XXXX : Set and Forget program {$1500.00}, represented as lifetime access * XX/XX/XXXX : No BS Trading program {$3200.00}, also represented as lifetime access and including XXXX live trading support and structured guidance with an expert trader These representations were made during the sales process and formed the basis of my purchase decisions. Over time, it became clear that key aspects of what was promised were not delivered : * No XXXX live trading support was ever provided * No structured or personalized guidance was provided * The programs consisted mainly of pre-recorded content and group sessions * Lifetime access was not honored In XX/XX/XXXX, the merchant later announced that purchases made after XX/XX/XXXX would not include lifetime access. This change was not disclosed at the time of my purchases. Please see the attached screenshot On XX/XX/XXXX, my access to the XXXX XXXX XXXX program was removed without prior notice. After I raised my complaint with the merchant on XX/XX/XXXX, my access to the Set and Forget program was also removed. I submitted a dispute to Wells Fargo on XX/XX/XXXX and provided supporting documentation, including : * Email communications with the merchant * Screenshots from the merchants community showing confusion among customers about lifetime access * Evidence that terms were changed or clarified after purchase Wells Fargo denied my dispute on XX/XX/XXXX, and their XXXX XXXX XXXX confirmed on XX/XX/XXXX that the denial was based on the claim being outside the XXXX timeframe. My concern is that Wells Fargo did not properly evaluate the nature of the dispute. This is not a simple late or unauthorized transaction claim. This is a misrepresentation case where the discrepancy between what was promised and what was delivered became clear over time, especially after access was removed and additional information was obtained. Despite providing supporting evidence, Wells Fargo relied solely on a standard timeframe rule without adequately considering the delayed-discovery nature of this issue. The service was explicitly represented as having lifetime access, meaning there was no reason or expectation for me to identify a problem within a XXXX period. The issue only became apparent after my access was removed months later. As a result, it would not have been possible for me to comply with the XXXX reporting timeframe, since the discrepancy between what was promised and what was delivered did not become clear until well after that period.

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