Consumer complaint received 2025-11-20 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: WA

Complaint narrative:
CFPB Complaint Letter Wells Fargo Mishandling of Timeshare Billing Dispute Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX  XXXX DC XXXX Re : Billing Dispute {$1500.00} Down Payment / Timeshare Escrow ( Wells Fargo Dispute # XXXX ) To Whom It May Concern, I am filing a formal complaint against Wells Fargo Bank , N.A . regarding their mishandling of a billing dispute for a timeshare transaction. This complaint concerns : * Problem with a purchase shown on your statement ( billing dispute / transaction issue ) * Trouble using your card ( inability to resolve dispute XXXX XXXX XXXX XXXX  Other features, terms, or problems ( failure to properly investigate, procedural violations ) Summary of Issue : I disputed a {$1500.00} charge, which was a down payment for escrow on a timeshare purchase. The merchant subsequently violated our contract by attempting a bait-and-switch : * They issued a new contract after the cancellation period had expired * *, with higher fees than the original contract.

* I refused to sign this new contract * *.

* The merchant is now attempting to charge me based on the * * unsigned, invalid contract, in direct contradiction of our original agreement.

Despite this, Wells Fargo : * Closed the dispute without reviewing * * my newly submitted evidence ( XX/XX/year>XXXX XXXX XXXX XXXX 
* Refused to reopen the claim. 
* Relied solely on the merchants unsupported statements, * * ignoring clear contractual violations and conflicting documentation * *. 
* Failed to record the dispute properly under XXXX rules * *, using insufficient evidence to make a determination. 

Evidence Submitted 1. Original contract showing actual agreed fees.

2. Proof of new contract issued after the cancellation period, which I refused to sign.

3. Emails from the merchant * * showing conflicting closing costs ( e.g., {$500.00} vs. {$1400.00} ).

4. Record of the {$1500.00} disputed down payment * * on my credit card statement.

5. Wells Fargos prior claim resolution letter, showing reliance on the merchants unsupported claims.

This evidence demonstrates that : * The merchants claims are contradictory and unsupported.

* The new contract is unenforceable, as I never agreed to or signed it.

* Wells Fargos handling of the dispute violates Regulation Z ( 12 C.F.R. 1026.13 ) and XXXX dispute procedures. 

Regulatory Violations * Bait-and-switch / contract violation : * * The merchant attempted to force higher fees after the cancellation period.

* Failure to conduct a reasonable investigation : * * Wells Fargo ignored the evidence I provided on XXXX XXXX XXXX XXXX XXXX 
XXXX XXXXXXXX rules violation : * * Wells Fargo failed to correctly record the dispute and used * Insufficient evidence * * to make a determination. 
* Regulation Z / FCBA violation : * * Wells Fargo did not properly investigate or provide a written determination identifying the evidence relied upon.

Requested CFPB Action I request that the CFPB : 1. Investigate Wells Fargos failure to conduct a * * fair, Regulation Zcompliant dispute review * *.

2. Require Wells Fargo to * * reopen the dispute * * and evaluate * * all submitted evidence * *, including the original and unsigned contracts.

3. Ensure Wells Fargo * * complies with XXXX network rules * *, including properly recording disputes and reviewing all evidence. 
4. Require Wells Fargo to provide a * * written determination * * identifying the evidence relied upon and the reasoning for the final decision.

Desired Outcome * A full and proper review of the {$1500.00} down payment / escrow charge.

* Removal of the charge if the merchant can not provide a valid, signed contract.

* Correction of my account if the dispute was improperly denied or improperly recorded in Visas system.

Thank you for your prompt attention. I am prepared to provide all supporting documents, including contracts, emails, and Wells Fargo correspondence. 

Sincerely, XXXX XXXX XXXX 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