Consumer complaint received 2026-01-21 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:
Wells Fargo is violating my rights under the Fair Credit Billing Act ( FCBA ) by failing to investigate a 'Goods Not As Described ' claim and incorrectly deferring responsibility to a third-party aggregator, known as XXXX 

XX/XX/XXXX - Made an inquiry to buy a piece of equipment for my business from a XXXX company called XXXX XXXX XXXXXXXX XXXX 
Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XX/XX/XXXX- I sent a payment of {$1100.00} through a payment service called XXXX, to XXXX XXXX of XXXX XXXX. payment ID XXXX XX/XX/XXXX - I receive the item, a battery power, rotary brush used to clean solar panels. The item came defective straight out of the box. I immediately contact the seller via email, XXXX, letting him know the item is unusable on arrival. I then go to his XXXX to continue the conversation. 

XX/XX/XXXX - the seller sends a video showing how to take the item apart, I follow the instructions and am left with more questions. Once putting the item back together, it made the problem worse. I then send him videos showing the problem and that the item is completely defective out of the box. I ask him for a refund for the first time.

He tells me to go talk to his partner who lives a 4 hour drive round trip from my house and get his opinion. 

XX/XX/XXXX - I speak to his partner, his partner tells me that if I'm having this many issues out of the box, to return it. I go to XXXX XXXX to tell them what his partner told me. They offer to send a replacement. 

XX/XX/XXXX - The replacement arrives and is also defective, has the same exact issue as the original item. I reiterate that, with tariffs, I paid {$1500.00} for an item that is unusable and that I would like a refund. 

XX/XX/XXXX - XXXX XXXX responds saying " we've never issued a refund before '' and tells me to return the item to the address on the invoice. 

XX/XX/XXXX - I get back from vacation and ask how much it will cost to send the item back to XXXX XXXX in XXXX. He tells me it was {$380.00} in shipping and that I will not receive a refund until the item is returned. I then go to Wells Fargo and file a dispute on my credit card. I immediately disclose to Wells Fargo dispute team that this transaction is showing up on my account as " XXXX '' but that is simply a third-party that facilitates payment between businesses. 

XX/XX/XXXX - Wells Fargo sends a email with a dispute status XX/XX/XXXX - Another update on the dispute status XX/XX/XXXX - The last time I received a dispute status saying that they have contacted the merchant, XXXX. 

XX/XX/XXXX - I look at my bank statement and the {$1100.00} credit issued by Wells Fargo was reversed, showing up as a charge on my account again. No email, no phone call, no letter. Nothing with an update on the status of the dispute. I call Wells Fargo to find out what happened. They tell me that there is nothing they can do because the money was sent through a third-party payment provider, which i disclosed to them 3 months prior on the original phone call where I made the dispute. 

XX/XX/XXXX - After the holidays, I made attempts to contact XXXX for assistance with this matter. They send an email back saying they will forward my complaint to the right department. 

XX/XX/XXXX - I hear nothing back and make another attempt to contact XXXX sending them evidence of everything from messages with the seller, videos I took of the item being defective, the payment ID, the invoice I received, the dispute status updates from Wells Fargo. 

XX/XX/XXXX - I've heard nothing back from XXXX, so i reach out another time to get an update. 

XX/XX/XXXX XXXX XXXX XXXXmails me back saying that I have " violated their terms and conditions '' and they shut down my account. Mind you, I have done nothing on their platform except send money to XXXX XXXX and filled a complaint. So I violated their T & C by filing a complaint? 

XX/XX/XXXX XXXX XXXX  emails me saying they don't have " authorization to preform any kind of refund '' and also said " since your account was closed, there is nothing we can do. '' So they closed my account for seemingly no reason whatsoever and then told me they can't help me because my account was closed. 

My rights as a consumer are blatantly being violated by Wells Fargo and XXXX. XXXX is protecting active scammers using their platform to sell items that are broken and refusing to help consumers who have been scammed. 
How can they closed my account, someone who was taken advantage of but do nothing to get rid of the scammers using their platform? 

Please help me.

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