Consumer complaint received 2026-06-11 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:
COMPLAINT AGAINST WELLS FARGO FAILURE TO PROPERLY INVESTIGATE BILLING DISPUTE I am filing this complaint regarding Wells Fargos denial of my billing dispute involving a purchase from XXXX XXXX in the amount of {$1800.00}. My primary concern is that Wells Fargo repeatedly investigated a different issue than the one I actually disputed. My dispute has never been based on refusing delivery. Rather, my dispute is based on XXXX XXXXXXXX failure to meet a guaranteed delivery date that was a material and essential condition of my purchase. On XX/XX/year>, while traveling in XXXX and XXXX, I purchased a mattress topper from XXXX XXXX The entire transaction was conducted in XXXX. Before signing the purchase documents, I reviewed the contract and noticed that it contained no delivery policy, no guaranteed delivery timeframe, and no language stating that delivery dates were estimates only. Because timely delivery was critical to my purchase decision, I specifically asked the sales representative to write the delivery date on the sales receipt. The sales representative wrote that the product would arrive by XX/XX/year>. As a senior consumer on a limited budget, I am careful when making overseas purchases and place significant importance on delivery commitments. I relied on this written delivery commitment when deciding to proceed with the transaction and would not have made the purchase without it. I also informed the sales representative that I would be leaving for a XXXX XXXX beginning XX/XX/year>, and that delivery by XX/XX/year>, was required. In addition, the product was intended as a XXXX, XXXX XXXX, and wedding gift for my niece. XXXX XXXX had approximately XXXX days from the purchase date of XX/XX/year>, until the promised delivery date of XX/XX/year>, to process and deliver the order. On XX/XX/year>, after the product failed to arrive, I contacted XXXX XXXX. During that conversation, a XXXX-speaking supervisor informed me that there had been a miscommunication within the sales department regarding my order. I was also informed that the product had not been shipped until XX/XX/year>, because of an internal sales department error. The product ultimately arrived after the promised delivery date and after my departure for the previously disclosed two-month trip. After returning from my trip, I found a XXXX door tag at my residence. Because I had already disputed the transaction based on the merchant 's failure to meet the agreed delivery date, I did not pursue the shipment at that time. More recently, I contacted XXXX in an attempt to determine the final disposition of the package but was informed that the shipment could no longer be located in its tracking system. As a result, I am unable to determine XXXX XXXX disposition of the package. Because the product did not arrive as promised, I was unable to use it for its intended purpose as a XXXX, XXXX XXXX, and wedding gift. I was forced to provide a cash gift instead. I submitted disputes to Wells Fargo and provided supporting documentation, including : The sales receipt showing the handwritten delivery date of XX/XX/year> The purchase contract showing no delivery policy or disclaimer Shipping records showing the product was not shipped until XX/XX/year> Delivery records showing delivery after the promised date Information regarding the merchants admission that an internal sales department error caused the delay Despite this evidence, Wells Fargo repeatedly denied my dispute based on the merchants claim that I refused delivery. Whether or not the merchant alleges refusal of delivery does not address the actual basis of my dispute. My dispute concerns the merchants failure to fulfill a documented delivery commitment that was material to the transaction and relied upon when I made the purchase. I am concerned that Wells Fargo failed to meaningfully evaluate the evidence regarding the promised delivery date, the delayed shipment, the absence of any delivery disclaimer in the contract, and the merchants admission that the delay resulted from an internal error. I submitted multiple written explanations to Wells Fargo clearly stating that my dispute was based on the missed delivery commitment. Nevertheless, Wells Fargo continued to rely on the merchants allegation of refused delivery rather than addressing the actual dispute presented. REQUESTED RESOLUTION I respectfully request that Wells Fargo : Reopen and properly investigate the dispute based on the documented delivery commitment. Review the sales receipt, contract, shipment records, and supporting evidence. Reverse the {$1800.00} charge. Provide a detailed explanation of how Wells Fargo addressed the documented delivery commitment when evaluating my dispute. Thank you for your review and assistance. Sincerely, 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