Consumer complaint received 2026-01-11 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: SC

Complaint narrative:
I am submitting this complaint regarding Wells Fargos handling and denial of my billing dispute related to a XXXX XXXX purchase that was later impacted by FDA scrutiny, a treatment pause, and a consumer class action lawsuit alleging unsafe and ineffective products. 

I purchased XXXX XXXX  on XX/XX/XXXX, in the amount of {$1500.00}, charged to my Wells Fargo credit card ending in XXXX. On XX/XX/XXXX, I initiated a dispute with Wells Fargo ( Dispute Number XXXX ) based on the quality of goods and services received from the merchant, XXXX. 

On XX/XX/XXXX, Wells Fargo closed the dispute and declined my request for credit. In its written notice, Wells Fargo stated that Visa requires specific information from the cardholder in order for the bank to file a dispute and that because those requirements were allegedly not met, Wells Fargo had no recourse but to close the dispute. Wells Fargo further advised that I would be financially responsible for the transaction and instructed me to work directly with the merchant. 

Subsequently, on XX/XX/XXXX, XXXX paused my treatment after announcing it was suspending sales and marketing while reviewing regulatory requirements under FDA scrutiny. This confirmed that the product I purchased could not be safely or properly delivered as promised. 

In XX/XX/XXXX, a consumer-focused class action lawsuit was filed against XXXX  ( XXXX XXXX XXXX ) and XXXX XXXX XXXX XXXX alleging that XXXX  aligners were unsafe, ineffective, and sold through false and deceptive practices. The lawsuit covers a Class Period from approximately XX/XX/XXXX through XX/XX/XXXX, which directly overlaps with my purchase and treatment period. 

Based on this new and material information directly related to the quality and safety of the product, I contacted Wells Fargo again on XX/XX/XXXX, requesting reconsideration of the dispute under the quality of goods basis referenced on my billing statement. Despite the FDA-related treatment pause and the existence of a class action lawsuit alleging widespread consumer harm, Wells Fargo again denied my request without conducting a meaningful reconsideration. 

I believe Wells Fargo failed to reasonably investigate and fairly evaluate my billing dispute, particularly in light of later-emerging evidence demonstrating that the product was unsafe, not fit for its intended purpose, and not delivered as promised. Wells Fargos reliance on procedural technicalities, rather than the substance of the quality-of-goods issue, left me financially responsible for a defective product tied to documented regulatory and legal action. 

I am requesting that the CFPB review Wells Fargos dispute handling practices in this matter and assist in obtaining a fair resolution, including reconsideration and reversal of the disputed charge.

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