Consumer complaint received 2025-08-26 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: MI

Complaint narrative:
NOTE : The content of this text can be found in the submitted XXXX  titled " CFPB Complaint '' CFPB Complaint Company : Wells Fargo Bank , N.A . 
Product : Credit card Issue : Improper handling of billing dispute ; failure to conduct a reasonable investigation * * The most important content of this letter is : * * Bolded sections within Timeline In Summary section Resolution Sought section Purpose : I am filing this complaint regarding Wells Fargos handling of my credit card dispute ( Claim # XXXX, opened XX/XX/year> ). 

Background : While this CFPB complaint is not about the moving company that I have filed a claim against, context is helpful. I filed a complaint against a moving company because they quoted me a rate of approximately {$4500.00} but then attempted to charge me north of {$8000.00} on moving day, citing an increase in how many items I wanted to move. The attached evidence in this complaint addresses this false allegation made by the moving company. There was no increase in items, and the moving companys contract stated, Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. 

I was forced to turn away the movers and I now seek a full refund due to the moving companys inability to follow specific language in our signed contract. After failing to find a solution, I proceeded to work with Wells Fargos claims department. 

There are XXXX different claims for the same incident. This is because different deposits were due on different days. 

XXXX : On XX/XX/XXXX, my first claim ( Claim ID # XXXX - value {$400.00} ) was opened. 
On XX/XX/XXXX, my second claim ( the claim that is the subject of this complaint - value {$1800.00} ) was opened. 
On XX/XX/XXXX, my first claim was resolved in my favor. 
On XX/XX/XXXX, I emailed my supporting documents to the proper email address, requesting a receipt confirmation. I also noted in my email that Wells Fargos claim portal was not accepting my PDF files. 
Supporting documents will be compiled into XXXX XXXX  ( Exhibit A ) for this CFPB complaint. 
On XX/XX/XXXX, I sent another email asking for confirmation of receipt. No response was received for either email. 
These XXXX emails are in Exhibit B. 
On XX/XX/XXXX, I received a Dispute status update email from Wells Fargo alerting me that they were attempting their XXXX contact with the merchant. 
On XX/XX/XXXX, I noticed that the temporary hold on my card was gone and the {$1800.00} charge was placed back on my card. I sent an email to Wells Fargo. 
This email, as well as emails dated XX/XX/XXXX and XXXX, are in Exhibit XXXX Their purpose was to alert Wells Fargo XXXX my dissatisfaction as well as document my difficulties working with their claims center. 
On XX/XX/XXXX, I called Wells Fargo. 
The Wells Fargo representative confirmed that Wells Fargo ruled against me in this claim. She said XX/XX/XXXX but I see XX/XX/XXXX. 
She also claimed that my supporting documents were not loaded into their system until that morning, Monday XX/XX/XXXX. 
She said that Wells Fargo had lost the right to further adjudication ( not a direct quote, but this was the concept that was explained to me ) and as a result no further action could be taken. The rationale was because they already tried the case once. Again, if this is true then Wells Fargo should be held liable at this point because they had a responsibility to review my evidence. 
I explained that my XXXX claims were regarding an identical set of circumstances ( and I initially tried to pair both claims together, but couldnt because they are separate charges ), so a split outcome was impossible. She denied this premise. 
I was connected to a supervisor who said more or less the same things. The XXXX bit of progress I made was some form of a higher review. She insisted that Id hear back by Monday, XX/XX/XXXX. 
The supervisor noted that the outcome would probably be the same, which alarmed me because my supporting documents had yet to be properly reviewed. 
I also was unable to get any reference number, contact information, and I have not seen any status update in Wells Fargos Portal. 
On XX/XX/XXXX I received a letter in the mail dated XX/XX/XXXX that my claim was denied. In previous emails I had mentioned that I had received no notice of this claim decision, which was true at the time. 
As of Tuesday, XX/XX/XXXX I have received no update and have decided to submit this claim to CFPB. 

In Summary Wells Fargo ruled against me without reviewing the supporting documents that I had properly submitted in a timely manner. 
Wells Fargo refused to reevaluate this claim upon my request given the determination was made without any review of my documents. 
Wells Fargo dismissed my comment that it is impossible for both claims to have different rulings. 
My supporting documentation showed that I rejected the moving companys settlement offers because they had violated the terms of the contract, so I was seeking a full refund. 
Wells Fargo has refused to reply to any of my emails requesting a customer service point of contact. I know they are receiving these emails because my uploaded materials are from the exact same email in which I made this request. 

Resolution Sought : I want a name, direct phone number, and direct email address of a senior supervisor at Wells Fargos claims department. 
I would like to have a conversation with this point of contact before a new review is started. 
I want a full restart from Wells Fargo on their review of this claim. This includes a new temporary hold of {$1800.00} and a base level examination ( not a higher level review ) of the claim case and include my supporting documents, which did not happen the first time. 
To use a legal term in a non-legal context, this was a mistrial. A decision was made without a proper review of any of my documents. 
If they are unable to do this due to various timelines and other rules, they should be held financially liable for the value of my claim since they are in error. 
As decisions are made, I want a thorough explanation for why a decision was made by the people that made the decision. 
When I call now, I am connected to customer service reps who have no prior awareness of my case. They then put me on hold to read some background and then respond with rationale as to why Wells Fargos response was correct. If I am to review a XXXX bullet explanation for their decision ( where clear errors in their process are evident ), I deserve to be able to speak to a person that made that decision. 


Thank you for taking the time to review this complaint.

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