Consumer complaint received 2024-05-07 00:00:00
Product: Credit card — Store credit 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:
This is probably my 4th or 5th complaint sent to Wells Fargo as they have not been such a help resolving this issue. The only person who was helping was one of my prior case managers, XXXX. My last case manager apparently gave me false information stating that wells Fargo was finally in contact with the persons bank who has been charged all this money come to find out that is not the situation & i am yet again, being threatened to go to court over this due to the fact i have got false information. Basically, I have a XXXX XXXX XXXX credit card through wells Fargo. My name is XXXX XXXX XX/XX/year>, my previous Case number XXXX XXXX XXXX XXXX. My case manager was XXXX who I have been trying to get a hold of for weeks since he's closed my case stating that wells Fargo is working directly with XXXX when in fact that is not true. XXXX also told me when there are updates on when the funds have been returned to this person, he will let me know. He has not since called me back & he has given me false information & hope that this can finally be resolved. This has been ongoing for months since it was brought to my attention that a checking account which does not belong to me has been being charged. Wells Fargo refuses to chargeback that card unless the owner of the account charged files a dispute with their bank which is XXXX. i did not authorize those card payments nor did the person who's account it is. Wells fargo basically told me i have to take it up with the persons bank but I was never authorizing those charges to be paid with that account since it is not even my account and i never added it to my XXXX credit card. XXXX was my pervious case manager who was VERY good. l 100 % am open & willing to pay the BANK back whatever was charged to this person 's account. It has been ongoing for months now & i have yet to have a resolution. I tried to be patient, but it has been months & they only contact me if i reach out first. The person whos account it was had made a cfpb case against wells fargo as well & they refuse to help her get the money back into her account because she is not a Wells Fargo customer. Her case manager was XXXX ( who also has my info ) & that case number is XXXX. The person whose account was being charged is XXXX XXXX. We are trying to get this resolved & hoping Wells Fargo does the right thing by sending her the money that is owed to her otherwise we will have to take further actions. Wells Fargo is telling me the only way they can give her the money back is filing a dispute with XXXX  ( her bank ) but XXXX won't dispute the charges. Again, my last case i was told wells Fargo was in contact with XXXX directly but when I called again for an update i was told that is not true. XXXX can be reached at XXXX XXXX if Wells Fargo needs to contact her to get her her money back. I, XXXX can be reached at 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 monetary relief