Consumer complaint received 2025-08-22 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: OH

Complaint narrative:
On XX/XX/2025, I purchased several items from the XXXX online store totaling {$1700.00}. This included an XXXX XXXX XXXX XXXX, a phone case, XXXX XXXX XXXX, and an XXXX  cover set. 

The original delivery date for all items was scheduled for XX/XX/XXXX. On that day, only part of the order ( the XXXX cover and XXXX  ) was delivered. The delivery date for the remaining items was then updated by XXXX XXXX XX/XX/XXXX on XXXX XXXX. Since I had a flight that day at XXXXXXXX XXXX, I expected the remaining items to arrive in the morning. When they had not arrived by around XXXX XXXX, I called XXXX customer support before it went out for delivery ( and still was in processing at warehouse ) and specifically requested that the delivery not be made, because I would not be available and no one else could receive the package. I asked for the package to be held at the XXXX XXXX and returned to the sender. The XXXX agent gave me a verbal confirmation that the package would not be delivered. 

Despite this, at approximately XXXX XXXXwhile I was already at the airportI received a notification that my order had been delivered. I was not home, no one was authorized to receive the package, and my neighbors confirmed that no package was left at my residence. This means the delivery was mishandled : either XXXX incorrectly marked it as delivered, or the package was left unsecured and lost. 

I immediately contacted XXXX to explain the situation. XXXX position has been that because XXXX shows the package as delivered, they will not provide a refund or replacement. XXXX is misunderstanding my claim : I am not saying that XXXX didnt scan it as delivered. My point is that the delivery should never have occurred in the first place, because I had clearly instructed XXXX to hold and return the shipment, and further, that no package was actually received by me. 

I escalated the issue with XXXX multiple times, including providing proof of my communication with XXXX, but XXXX denied my request for a resolution each time. 

On XX/XX/2025, I filed a dispute with Wells Fargo for this transaction. On XX/XX/2025, I was informed that my claim was denied and closed. 

At this point, I have paid {$1700.00} for items I never received. The merchant ( XXXX ) refuses to take responsibility for the failed delivery, XXXX ignored my explicit instructions, and my bank closed the claim without adequately addressing the facts. I am seeking assistance in having Wells Fargo properly review and resolve my dispute and issue a refund for the undelivered order. 

( I have attached screenshots of 1. My text with XXXX XXXXstomer support. ( XXXX flight details on XXXX XXXX, due to which I wasnt able to receive my delivery and asked not to deliver. ( 3. Proof of my call with XXXX Customer Service on XXXX XXXX, at XXXX ( 4. Wells Fargo Dispute Resolution )

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