Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am requesting a full review and reclassification because my dispute was mishandled from the beginning, and the outcome has left me completely unprotected as a consumer. 

The order was placed with XXXX XXXX XXXX, a UK-based company. I was on their website only trying to view my total when the checkout screen auto-redirected through XXXX and processed the order before I intended to authorize it. 

On my first call to Wells Fargo, I specifically stated : I recognized the merchant I had ordered from them before I had my card in my possession I never suggested fraud, stolen card, or unknown merchant. When the representative asked if the charge was unauthorized, I said yes meaning I did not intend to place the order at that moment, not that someone else used my card. That misunderstanding caused my dispute to be coded incorrectly. 

When the items arrived, I called Wells Fargo again and openly stated I had received them. I was transparent about possession. 

Communication with XXXX XXXX XXXX was almost nonexistent. They have no U.S. phone number and respond extremely slowly to emails. I had minimal communication with them, which is why I sought help from Wells Fargo in the first place. 

A Wells Fargo representative instructed me to return the merchandise. I followed those instructions. The items were delivered back to the merchant on XX/XX/year>, under tracking XXXX. 

Despite having their merchandise back since XX/XX/XXXX, the merchant never refunded me. They responded to XXXX XXXX investigation in XXXX but did not disclose that they were already in possession of the returned items. This omission materially affected my dispute. 

XXXX The Label did not contact me at all until yesterday, after both the dispute and the appeal were closed in their favor. In that message, they falsely claimed Wells Fargo was responsible for issuing the refund. A Wells Fargo supervisor confirmed this was not true, and she also stated she did not know why the merchant would tell me that.

I have now sent over 15 emails to the merchant including all documentation, tracking proof, dates, screenshots, delivery confirmation, and explanation. They are now completely ignoring me. 

As it stands, the merchant has : their merchandise back since XX/XX/XXXX my payment of {$150.00} and they are refusing to respond or issue a refund While I am left with nothing. No product, no refund, no help, and no accountability from either party. 

This situation has left me feeling completely defeated as a consumer. I did everything correctly : I reported the issue, I clarified the misunderstanding, I followed Wells Fargos instructions, and I returned the items. Yet the merchant has kept both their merchandise and my money. 

I strongly believe this situation is unfair, improper, and potentially illegal. A merchant should not be allowed to keep both the product and the payment, especially when they misled the bank by not disclosing the return. 

The denial of my dispute and appeal happened solely because the claim was misclassified as unauthorized, and the dispute team told me they can not override that category. This prevented the bank from considering : the unintentional checkout that I recognized the merchant that I possessed my card that I acknowledged receiving the items that Wells Fargo instructed me to return the items proof of the return the merchants failure to refund me and the merchant ignoring me after receiving the return This is clearly a merchant/return dispute, and I am requesting a full reclassification and proper evaluation by the Executive Office so that the actual evidence can be reviewed and the situation can be resolved fairly.

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