Consumer complaint received 2025-12-29 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: NJ

Complaint narrative:
DETAILED DESCRIPTION OF COMPLAINT : On XX/XX/year>, I purchased a watch for {$380.00} from a XXXX XXXX merchant using my Wells Fargo XXXX credit card ( Account ending in [ XXXX ] ). The merchandise was never delivered to me. 

Timeline : XX/XX/year> : Made purchase for {$380.00} XX/XX/year> : Contacted merchant who confirmed via email they left the package unattended in my building 's publicly accessible lobby XX/XX/year> : Filed dispute with Wells Fargo after merchant refused refund XX/XX/year> : Wells Fargo declined my dispute, claiming merchant provided proof of delivery Why Wells Fargo 's Decision Violates Card Network Rules : Wells Fargo incorrectly accepted the merchant 's claim of delivery despite clear evidence that valid proof of delivery was never provided. Merchant admitted in writing that they " left the package in the lobby with the others '' in my apartment building. This is a publicly accessible lobby with no security. 
Under XXXX card network rules for disputes of this amount, merchants must provide proof that goods were delivered to and received by the cardholder or an authorized recipient. Unattended delivery to an unsecured common area does not satisfy this requirement. No signature was obtained. I never received the merchandise. 
I confirmed with neighbors and building management that no one received this package. The package was either stolen from the unsecured lobby or was never actually left there. 

Evidence I Have : Email from Merchant dated XX/XX/year>, confirming unattended lobby delivery Confirmation that my building lobby is publicly accessible Confirmation from neighbors and building management that package was not received Wells Fargo 's Error : Wells Fargo failed to apply the correct card network standards for delivery verification. They accepted insufficient evidence from the merchant and incorrectly closed my dispute. For a {$380.00} purchase, card network rules require actual proof of receipt by the cardholder or authorized person, not merely tracking showing delivery to a building address. 
This is a clear violation of the Fair Credit Billing Act ( 15 USC 1666, Regulation Z ) which requires creditors to properly investigate billing errors including charges for merchandise not received. 

What I Want : Wells Fargo to re-open my dispute investigation Wells Fargo to apply correct card network delivery verification standards Permanent reversal of the {$380.00} charge Confirmation that this dispute will not negatively impact my credit or account standing I sent a formal rebuttal letter to Wells Fargo on XX/XX/year>, but am filing this CFPB complaint simultaneously because Wells Fargo 's incorrect application of card network rules has caused me financial harm.

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