Consumer complaint received 2026-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
RE : Formal Regulation E and Visa Dispute Condition 12.5 Complaint against Wells FargoCardholder Status : Wells Fargo customer for 35 years ( since XXXX ) Disputed Transaction Amount : {$1300.00} total ( Two consecutive charges of {$660.00} each ) Merchant Name : XXXX XXXX. Statement of Facts & Core Dispute : I am filing a formal complaint against Wells Fargo for violating my consumer rights under Federal Regulation E and misrepresenting card network rules to deny a legitimate billing error claim.From XX/XX/XXXX through XX/XX/XXXX, I had an established monthly pool service agreement with XXXX XXXX. The agreed-upon rate was {$160.00} per month. While there was no formal written contract, an unassailable 18-month payment pattern of automated debit charges on my Wells Fargo checking account proves the agreed-upon amount and establishes a legally binding implied contract through a consistent course of dealing. At the end of XX/XX/XXXX, XXXX XXXX abruptly went out of business. Immediately prior to closing their doors, the merchant executed two back-to-back unauthorized charges of {$660.00} each, totaling {$1300.00}. Mechanically, {$660.00} divided by my monthly rate of {$160.00} equals exactly 4. It is obvious the merchant engaged in unauthorized, predatory " burst billing '' for an aggregate of 8 months of unrendered services right before shutting down. No extra work was performed, no invoices were generated, and no receipts were provided. 2. Wells Fargo Regulatory & Procedural Failures : I promptly disputed these incorrect amounts. Wells Fargo initially issued a provisional credit, but has since reversed it and denied my claim. Wells Fargo issued a denial letter stating my claim was rejected because " the physical card was not stolen and remained in my possession. " This represents bad faith handling of a claim. I never alleged my physical card was stolen. I filed a Merchant Billing Error/ Incorrect Transaction Amount claim. Wells Fargo 's front-line and tier 2 staff are weaponizing standard fraud definitions to avoid conducting a proper dispute investigation. Furthermore, Wells Fargo claims that under XXXX Dispute Condition 12.5 ( Incorrect Amount ), I am required to produce a written contract. This is a complete inversion of XXXX network rules. Under XXXX Condition 12.5, my 18-month statement history satisfies my burden of showing a pricing discrepancy ; the burden of proof strictly shifts to the merchant to provide an invoice or signed authorization justifying the inflated $ XXXX.To compound this, Wells Fargo refuses to provide me with the evidence or documentation ( if any ) submitted by XXXX XXXX that supposedly justifies their denial of my claim. 3. Unacceptable Employee Misconduct and Retaliation : As a loyal customer of 35 years, the treatment I received from Wells Fargo 's phone teams while trying to resolve this error is shocking. XXXX XXXX ( the claims adjuster who issued the denial ) refuses to answer my calls or return any of my voicemail messages. XXXX intentionally hung up on me when I pressed for an explanation of the denial. XXXX ( Tier 2 Support ) and his unnamed female supervisor both actively repeated the false information regarding XXXX rules and subsequently hung up on me when I requested an escalation path. I demand that Wells Fargo 's internal compliance team pull and listen to the recorded audio files for these calls. While I was understandably animated, highly frustrated, and upset by the loss of my funds and the stonewalling, I never swore, used derogatory language, or violated any terms of service. I was met with defensive, hostile evasion and repeatedly disconnected by staff unable to defend their incorrect interpretation of banking rules.

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