Consumer complaint received 2026-06-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am submitting this complaint because I believe Wells Fargo has failed to conduct a fair, consistent, and transparent review of my dispute. This matter has now been ongoing for more than XXXX months and has involved multiple investigations, appeals, contradictory findings, inconsistent correspondence, and repeated failures to address the questions I have raised. I have maintained my banking relationship with Wells Fargo since XXXX. During that time, I have filed only a handful of claims because I do not dispute transactions frivolously. I make every reasonable effort to resolve disputes directly with merchants before seeking assistance from my financial institution. That is exactly what occurred in this matter. On XX/XX/XXXX, I visited XXXX XXXX XXXXXXXX and paid {$75.00} for a gel pedicure and repairs to XXXX acrylic nails. The transaction itself was authorized. I have never disputed authorizing the payment. My dispute arose because the gel pedicure failed almost immediately. Less than XXXXXXXX XXXX after leaving the salon, the gel polish had already detached from XXXX of my toes. Given the amount I paid and the expected durability of a gel pedicure, I believed the service was not performed properly. Rather than immediately disputing the charge, I attempted to resolve the matter directly with the merchant. Over the following several days, I repeatedly contacted the salon in an effort to speak with the manager. After multiple unsuccessful attempts, I finally received a response. I explained that I had obtained the pedicure for an event that had already taken place and that I was unable to return to the salon. I also explained that I had taken time-stamped photographs documenting the failed service within hours of my appointment. Because the service had failed almost immediately, I requested a partial refund. The merchant declined my request. Instead, I was told either to " find a way '' to return to the salon or accept a 10 % discount on a future visit. Given that the service had already failed, the event for which I obtained the pedicure had already passed, and I was unable to return, I did not consider this to be a reasonable resolution. Only after exhausting my efforts to resolve the matter directly with the merchant did I file a dispute with Wells Fargo on XX/XX/XXXX. XXXX XX/XX/XXXX, XXXX filed a claim with Wells Fargo . A provisional credit of {$75.00} was issued. XX/XX/XXXX, XXXXWells Fargo sent a letter requesting additional information by XX/XX/XXXX. After receiving this letter, I contacted Wells Fargo 's Claims Assistance Center. During that conversation, the representative changed the reason associated with my claim. XX/XX/XXXX, XXXXWells Fargo denied my claim. The stated reason was : " The merchant has not had sufficient time to deliver the merchandise/service or provide a refund. '' The same letter stated that my provisional credit would be deducted on XX/XX/XXXX. This explanation immediately concerned me because more than XXXX calendar days had already elapsed from the XX/XX/XXXX transaction date. XX/XX/XXXX, XXXX-I contacted Wells Fargo to challenge this inconsistency. Wells Fargo reopened my claim and issued another {$75.00} provisional credit. However, on that very same day, Wells Fargo also sent another denial letter repeating the exact same explanation that the merchant had not had sufficient time while stating another deduction would take place on XX/XX/XXXX. XX/XX/XXXX, XXXXThe provisional credit was deducted from my account. XX/XX/XXXX, XXXXWells Fargo confirmed in writing that the provisional credit had been deducted on XX/XX/XXXX. Despite my appeal, Wells Fargo continued relying on the same explanation that the merchant had not had sufficient time. XXXX XXXX-I submitted another written complaint explaining the inconsistencies in Wells Fargo 's investigation and correspondence. Specifically, I questioned : Why Wells Fargo continued relying on the " XXXX calendar days '' rationale after more than XXXX days had already elapsed. Why the reason associated with my claim had been changed by representatives. How Wells Fargo determined the " expected date '' referenced in its denial letters. Whether XXXX rules were actually controlling the outcome. Why the basis for denial continued to change. These questions were never directly answered. XX/XX/XXXX, XXXX received Wells Fargo 's response to my Right to Documentation request. The documentation provided merely established that I authorized the transaction. I have never disputed authorizing the transaction. The documentation did not explain : Why Wells Fargo denied my claim. Why Wells Fargo initially concluded that the merchant needed additional time. Why Wells Fargo later changed its conclusion. What evidence supported any of its determinations. XX/XX/XXXX, XXXXWells Fargo advised that additional time was needed to complete its research and stated that it would provide a response by XX/XX/XXXX. I understood this to mean that the issues I had raised were still under review. Late XXXX XXXX-Instead of addressing the questions I raised, Wells Fargo issued another response containing an entirely different basis for denying my claim. Rather than stating that the merchant had not had sufficient time, Wells Fargo now stated : " The services were rendered to you at the time of the transaction. '' Wells Fargo never explained : Why its determination changed. What evidence supports this new conclusion. Whether the previous explanation was incorrect. Why this rationale had never been communicated during the original investigation or subsequent appeals. The same correspondence also states that Wells Fargo intends to deduct the provisional credit on XX/XX/XXXX. This is particularly concerning because : Wells Fargo previously deducted the credit on XX/XX/XXXX. Wells Fargo later deducted the additional credit on XX/XX/XXXX. Wells Fargo confirmed in writing that the credit was deducted on XX/XX/XXXX. My account history reflects that the provisional credit has already been reversed. Wells Fargo has not explained why it now intends to deduct what appears to be the same provisional credit again on XX/XX/XXXX, nor has it identified any additional provisional credit that would support this statement. My complaint is not simply that Wells Fargo denied my dispute. My complaint is that Wells Fargo has repeatedly changed its explanation, issued contradictory correspondence, failed to reconcile inconsistencies in its own findings, failed to answer reasonable questions about its investigation, and provided documentation that does not address the basis for its decision. The dispute was never based on an unauthorized transaction, buyer 's remorse, or dissatisfaction with the salon 's pricing. It was based on a service that failed within hours of being performed, my unsuccessful good-faith efforts to resolve the matter directly with the merchant, and Wells Fargo 's inconsistent handling of my dispute thereafter. After more than XXXX months, I still have not received XXXX complete, internally consistent explanation regarding why my claim was denied. I have retained copies of Wells Fargo 's correspondence, my account history, photographs documenting the failed service, and the documentation exchanged throughout this matter, all of which support the chronology described above.

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