Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — Store credit 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: NY

Complaint narrative:
I am filing a complaint against Wells Fargo XXXX XXXX for failing to properly resolve a merchant dispute involving XXXX XXXX, which permanently closed on XX/XX/year>. It has now been 45 days since the merchant ceased operations, and Wells Fargo has not provided a meaningful resolution. I purchased a full kitchen package from XXXX Kitchens, including cabinets, countertops, design services, a warranty, and a rebate that was part of the advertised package. XXXX delivered incomplete and defective goods, including a broken cabinet, incorrect blueprints, and an unfinished kitchen. The warranty is void because the company no longer exists, and the rebate that was promised was never issued. Shortly before closing, XXXX removed the countertop charge from my bill. This was not a benefit to me it was an attempt by the merchant to avoid future chargebacks because they knew they would never fabricate or deliver the countertops. The countertops were part of the full kitchen package I purchased, and the kitchen can not be completed without them. Because XXXX collapsed, I am now looking to purchase replacement countertops from XXXX XXXX at a cost of approximately {$5000.00}. This is roughly {$2000.00} more than the original package price, and this additional cost is a direct result of the merchants failure to deliver the contracted goods and services. My kitchen has been only partial functional, since I've been waiting to see what Wells Fargo will decide before I go ahead and finish it. Wells Fargo knows that XXXX 's XXXX doesn't exist any longer but claims to be trying to get information from them. Despite me submitting all the documentation multiple times. I submitted a dispute to Wells Fargo with documentation showing : - A broken cabinet - Incorrect and unusable blueprints - A promised rebate that was never honored - A void warranty due to the merchants closure - An unfinished kitchen - Proof that replacing the countertops now costs {$2000.00} more than the original package price - Photos and delivery records showing incomplete and defective goods Despite this, Wells Fargo has indicated they may only credit approximately {$300.00} for the broken cabinet. They are still stalling and said that it may take longer than 90 days to figure this out. This ignores the missing countertops, the void warranty, the unfulfilled rebate, the incorrect blueprints, and the significant financial harm caused by the merchants collapse. It also ignores the fact that the kitchen package I financed through Wells Fargo can not be completed without additional outofpocket costs. It has been 45 days since the merchant closed and I've submitted the dispute with the company, and Wells Fargo has not resolved the dispute or provided a full credit for the undelivered and unusable portions of the purchase. I am requesting CFPB assistance to compel Wells Fargo to properly investigate this matter and issue the appropriate credit for the incomplete, defective, and undelivered goods and services. XXXX XXXX XXXX

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