Consumer complaint received 2025-01-03 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: MD

Complaint narrative:
Summary of the Issue On XX/XX/XXXX, I brought my car, a XXXXXXXX XXXX XXXX, to XXXX XXXX because it would not start. I specifically asked them to diagnose the issue, as I am not a mechanic and was unaware of the problem. After conducting a diagnostic test, XXXX XXXX informed me that the spark plugs and another component needed replacement and quoted me {$840.00} for the repairs. Trusting their expertise, I authorized the repairs and paid in full. 

When I picked up my car, the check engine light was still on. I immediately brought this to the attention of the mechanic, who assured me that the light would reset itself. However, the next day, the issue persisted, and I called the shop to report the problem. They asked me to return the car for further examination. 

After keeping my car for two additional days, XXXX XXXX informed me that they had misdiagnosed the original problem and claimed additional repairs costing {$300.00} were needed. When I questioned what repairs had been completed for the {$840.00} I had already paid, they could not provide clear answers or proof of the work performed. Frustrated by their lack of accountability, I sought a third-party mechanic, who confirmed that XXXX XXXX XXXX XXXX not perform or inadequately performed the repairs they claimed to have completed. The third-party mechanic successfully resolved the issue, and my car has been functioning properly since. 

Evidence Submitted to Wells Fargo I disputed the charge of {$840.00} with Wells Fargo and provided substantial evidence to support my claim, including : 1. The receipt for the {$840.00} payment to XXXX XXXX. 
2. Text message correspondence with XXXX XXXX, acknowledging the unresolved issue and their misdiagnosis. 
3. A third-party mechanics report confirming the inadequate or nonexistent repairs.

4. Receipts and proof of payment for the actual repairs performed by the third-party mechanic. 

Despite this overwhelming evidence, Wells Fargo declined my claim and reversed the provisional credit of {$840.00}, citing a letter from XXXX XXXX. The merchants letter was filled with inaccuracies and blatant falsehoods, including the illogical claim that I knowingly left the check engine light unresolved. If that were true, I would not have : Paid {$840.00} for repairs, Asked the shop to diagnose the issue, or Returned the car to them when the problem persisted. 

XXXX XXXX failed to deliver the services promised and then attempted to extort additional money from me for their own failure. Wells Fargos decision to side with the merchant, despite clear evidence of fraud and inadequate service, is deeply troubling and unacceptable.

My Request I am seeking the following resolutions : 1. A reversal of the {$840.00} charge on my Wells Fargo credit card, as the services promised by XXXX XXXX were not delivered. 
2. An investigation into XXXX XXXX for unethical business practices, including false claims and fraudulent charges. 
3. A review of Wells Fargos handling of this dispute, as their decision disregarded clear and compelling evidence of merchant misconduct.

Conclusion This matter has caused me significant financial and emotional distress, and I am extremely disappointed in both XXXX XXXX and Wells Fargo for their handling of this situation. I trust that the CFPB will review this complaint thoroughly and take the necessary action to ensure fair resolution and accountability. 

Thank you for your attention to this matter. I am happy to provide any additional documentation or clarification as needed.

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