Consumer complaint received 2026-05-28 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: CA

Complaint narrative:
On XX/XX/year>, I made a purchase at a XXXX XXXX retail store in XXXX, California in the amount of {$1500.00} using my Wells Fargo credit card. Prior to making the purchase, I met with XXXX XXXX customer service in-store to confirm that all available credits associated with my account were eligible and available to use toward the transaction. This included a XXXX warranty voucher issued by XXXX XXXX in the amount of {$440.00}. The voucher had been issued on XX/XX/year>. The voucher terms required a qualifying purchase equal to at least XXXX times the value of the voucher, and the purchase I made exceeded that threshold. During checkout, I again confirmed with the XXXX XXXX sales associate that the XXXX XXXX had been applied to the transaction. I was informed that it had been applied, and I completed the purchase based on that representation. After leaving the store and reviewing the receipt, I discovered that the {$440.00} voucher had not actually been applied. I immediately returned to the store the same day to address the issue. During discussions with store staff and management, it was determined that XXXX XXXX had multiple customer profiles associated with my purchase history. I was informed that this duplication within their internal system prevented the voucher from being properly applied to the transaction. The duplicate accounts were created within XXXX XXXX system without my knowledge or involvement. Following the transaction, I communicated extensively with XXXX XXXX management in writing. In those communications, XXXX XXXX acknowledged that : * duplicate customer accounts existed, * the issue was system-related, * the voucher could not be transferred or voided due to system limitations, and * the voucher was not properly applied to the purchase. XXXX XXXX did not dispute that the voucher existed, that the purchase qualified for use of the voucher, or that the issue resulted from their internal account/system limitations. Instead of correcting the transaction, XXXX XXXX proposed that I allow the voucher to expire and then seek a future manual adjustment at a later date. Because the amount charged to my Wells Fargo credit card did not reflect the agreed-upon transaction terms, I disputed the charge with Wells Fargo XXXX I provided Wells Fargo with : * a written summary of the transaction, * the merchant communications, * documentation of the voucher, * evidence that the purchase qualified for the voucher, and * written acknowledgment from XXXX XXXX that a system/account issue prevented proper application of the credit. Wells Fargo denied the dispute, stating that they required a receipt reflecting the corrected transaction amount in order to process the claim. During a phone call regarding the dispute, a Wells Fargo representative stated that he could see the issue documented in the file and understood that no corrected receipt exists because the merchant never corrected the transaction. Additionally, the representative noted that XXXX XXXX responded to my dispute confirming that they charged the incorrect amount but Wells Fargo could not do anything about it because of the " guidelines '' they have to follow. My complaint is that Wells Fargo declined the dispute despite : * the merchant acknowledging the error, * the merchant acknowledging the system/account issue, * documentation showing the voucher amount and qualifying purchase, * evidence that I relied on the merchants confirmation at the time of purchase, and * evidence that the amount charged did not reflect the transaction as represented during checkout. I am requesting that Wells Fargo properly investigate and credit the disputed amount of {$440.00}, along with any related interest or fees associated with that amount.

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