Consumer complaint received 2026-06-11 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: VA

Complaint narrative:
On XX/XX/XXXX I called Wells Fargo to dispute a transaction that was charged to my XXXX debit card without my knowledge. I had an ongoing dispute with a merchant ( XXXX ) about a dress rental. They are not able to talk to other than through chat bot or email-the phone number they list-it rings and then it is all of a sudden disconnected. I rented the dress for my daughter and the bottom of the dress got very dirty from the ground/floor-contacted the owner told her and she said to send back she would dry clean it... so we did. She then said the dry cleaners deemed it irreparable-they couldn't get the mud stain out of a polyester dress ( weird cause many wedding dresses get cleaned from things worse than mud! ) Anyway, because she deemed it that XXXX then charged me FULL retail price for the dress ( XXXX $ ) -and their policy states that I the renter would be responsible for replacement value based on the item 's current RESALE value of the item-not full RETAIL value. I received some emails back and forth with possible AI people stating other policies of which i then figured out are only listed for the owner not the renter but that is beside XXXX XXXX ... my point is I was incorrectly charged for this item. After i got the letter from Wells Fargo in the mail with their decision to close my dispute claim I called to ask why because it stated " I received the merchandise at the time of the transaction '' which made XXXX sense. The first person I spoke with ( named XXXX ) said they don't contact the merchant for investigation ( which why would I ever make a dispute if you're not going to investigate the merchant???!!! ) and then when she escalated me to the next person ( I can't recall her name ) she told me VISA would not honor this because I didn't have a statement with the agreed upon price that we came to. I said you are correct-there wasn't an agreed upon price because I asked XXXX how they would consider a RESALE value vs RETAIL value of something-as the dress was used when I rented it. Instead of telling me how they determine those values they just charged me full price for a new dress. Based on policies stated I shouldn't have to pay full price- I sent them examples of what RESALE value of the exact dress would be and they never replied. I was never even given an option. The fact that Wells Fargo told me XXXX wouldn't stand behind this transaction is why I'm filing a complaint. I can't get in touch with the merchant, I was charged for something that was never agreed upon, and when I log not my account my bank information is to be found NOWHERE so I can't delete it or change it! I know these conversations with the XXXX Wells Fargo employees should be recorded XXXX XXXX, 2026 sat XXXX XXXX for XXXX hour and XXXX minutes-and all they did was fight with me and argue with me! I was shocked by this from the bank I've been with for XXXX years! Please help me resolve this.

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