Consumer complaint received 2025-11-24 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: MN

Complaint narrative:
I am filing this complaint because XXXX XXXX XXXX XXXXXXXX  breached our contract and caused damage to my home, and because Wells Fargo has not handled my billing dispute fairly despite my repeated callbacks and requests for written communication. 

XXXX XXXX XXXX written contract clearly lists the fixtures as XXXX XXXX XXXX XXXX. There is no mention of XXXX XXXX anywhere in the agreement. 
The contract also states : No verbal changes ( no verbal agreements or changes are to be recognized ) All modifications must be documented with a written Change Order Substitutions are only allowed if a product is no longer available, and only with an upgraded product All work must comply with construction codes and manufacturer installation specifications Despite this, XXXX XXXX installed XXXX XXXX ( a lower-tier, cheaper line ) instead of XXXX XXXX  XXXX I never signed a change order approving this. XXXX was available, and XXXX is not an upgrade. 
( Attachment 1.1 Contract ; Attachment XXXX XXXX XXXX ; Attachment XXXX XXXX XXXX  ) Installation Problems, Water Damage, and Financial Harm There were two inspections, neither of which confirmed the job was completed correctly or according to the contract : Initial inspection done before the water was turned on. It only confirmed plumbing connection and did not assess fixture models or installation quality. 


XX/XX/XXXX inspection months later, only checked whether the caulking around the tub had finally been sealed. It did not address the wrong fixtures, the installation errors, or the contract breach. 


Wells Fargo continues to claim the job passed inspection, but neither inspection evaluated the correct fixtures, installation quality, or contract compliance. 
When I first used the shower after allowing the caulking to cure, the handle blew off the wall due to incorrect installation. XXXX sprayed into the wall and onto the bathroom floor. damaging three levels of my home. XXXX XXXX  own plumber admitted it was caused by installation error, but the company initially claimed XXXX would cover the damage. XXXX later confirmed they were never contacted and were not covering anything. 
XXXX XXXX  returned multiple times, only the tub spout was eventually replaced with XXXX ; the showerhead and handle remain XXXX. 
Installation and Repair Timeline ( Showing Cooperation and Repeated Failures ) I think it is important to show how many times I allowed Window Concepts into my home and how many opportunities they had to correct the issues : XX/XX/XXXX XX/XX/XXXX Original installation XX/XX/XXXX Handle blew off ; flooding occurred. I allowed them into my home immediately that night XX/XX/XXXX Allowed them back again to inspect the damage XX/XX/XXXX Returned for drywall work XX/XX/XXXX Returned again for drywall work XX/XX/XXXX Returned to address the leaking tub spout, which was found to have been left uncaulked XX/XX/XXXX Final visit : plumber replaced only the tub spout with the correct Align model but refused to investigate the leak ; inspection passed only because the caulking had finally been applied months after installation This timeline shows I repeatedly cooperated, allowed access, and gave XXXX XXXX numerous chances to resolve the problems. Despite this, the work remained incorrect and incomplete. 
These issues caused clear financial harm, including water-damage repairs and necessary drywall replacement, and I am being billed through Wells Fargo for work that was never completed according to the contract. 
( Attachment 4.1 Drywall repair estimate/invoices ) Documented Attempts to Resolve Issues Directly On XX/XX/XXXX, I emailed Window Concepts management outlining : The ongoing leak The incorrect fixtures The {$470.00} Align vs. {$140.00} XXXX value difference The water damage Improper installation The drywall repair issues The misrepresentation regarding XXXX The repeated disruptions The request for a licensed third-party plumber The request for a written resolution plan XXXX XXXX never responded to this message. 
( Attachment 5.1 Email to management, XX/XX/XXXX ) This shows I made good-faith attempts to resolve the issues directly and that the merchant was fully aware of the contract breach, water damage, and ongoing problems. 

XXXX XXXX XXXX Wells Fargo repeatedly states that I declined a service appointment. This is not accurate. 
I did not refuse service. I simply asked for basic documentation confirming what fixtures XXXX XXXX  planned to install after multiple incorrect and damaging attempts. Given the history including water damage, fixture substitution, and unsafe workmanship I had legitimate safety and trust concerns. 
At that point, it was not reasonable to allow the same contractor back into my home without clarification. I am not legally required to allow a contractor back into my home after they have breached the contract and caused damage, and my request for documentation was a reasonable step to prevent further harm and rebuild trust with the merchant. 
XXXX XXXX  never provided the documentation I requested. 
I have attached correspondence with both the service department which was forwarded to management ( Attachment 2.1 ) showing that I did not decline service and was actively attempting to move forward with proper remediation. I did not get a reply from XXXX XXXX. 

Communication With Wells Fargo Wells Fargo has closed my dispute several times, stating I did not respond. This is not accurate. My call logs and voicemails show the following : XX/XX/XXXX : Initial voicemail from Wells Fargo. I returned the call the same day, left a voicemail, explained my clinical schedule, and requested written communication. 


XX/XX/XXXX : Wells Fargo said they were still waiting on the merchant ( no callback required ). 


XX/XX/XXXX : Wells Fargo said they had additional questions. 


XX/XX/XXXX : I returned the call again and requested written follow-up. Later that day, Wells Fargo said they would try corresponding in writing as well. 


XX/XX/XXXX : I made two outbound calls and left another voicemail requesting written communication. 


XX/XX/XXXX : Wells Fargo acknowledged phone tag, recognized my callbacks, and said they would try email. 


XX/XX/XXXX : Another outbound call from me. 


XX/XX/XXXX : Wells Fargo left a voicemail stating the case was closed. They never sent the written follow-up they said they would provide. 


Despite these documented callbacks, Wells Fargo stated that I was unresponsive. This is not accurate. 
( Attachment 3.1 & 3.2 Call logs )

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