Consumer complaint received 2026-03-07 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: VA

Complaint narrative:
I am submitting this complaint regarding Wells Fargos refusal to properly investigate and reopen a dispute involving fraudulent transactions on my credit card account. I used my Wells Fargo credit card to send money through the merchant XXXX. Shortly after the transactions were made, I realized that I had been the victim of a scam. I immediately contacted XXXX to stop the transactions. The transactions involved were : {$2000.00} {$3000.00} After I contacted XXXX, they confirmed that the transactions could be stopped and advised me to contact my issuing bank to open a dispute so that the funds could be recovered. Following this instruction, I contacted Wells Fargo and filed a dispute regarding these transactions. However, Wells Fargo denied the dispute and closed the case without properly resolving the matter. During the same scam situation, I also used credit cards issued by XXXX XXXX and XXXX for similar transactions through XXXX. In those cases, both banks opened disputes and cooperated with the merchant. As a result, XXXX was able to successfully recover the funds related to those transactions. This clearly demonstrates that the merchant was willing and able to assist in recovering the funds when the issuing bank properly handled the dispute process. Unfortunately, Wells Fargo refused to take similar action and closed my dispute prematurely. Because of this refusal, I have been unable to recover funds totaling {$5100.00}. Additional Evidence I have supporting evidence demonstrating that the merchant was willing to cooperate with the banks in recovering the funds. In the cases involving XXXX XXXX and XXXX, those banks opened disputes and worked directly with XXXX. As a result, the merchant successfully recovered the funds from those transactions. This shows that the recovery of funds was possible when the issuing bank properly initiated and handled the dispute. Wells Fargos refusal to reopen the dispute and cooperate with the merchant has directly prevented the recovery of my funds. Strategic Statement Given that XXXX confirmed that the transactions could potentially be stopped and recovered through the dispute process, I believe Wells Fargos refusal to properly investigate and reopen the dispute has caused financial harm and represents a failure to provide reasonable consumer protection. Other financial institutions involved in the same situation followed the appropriate procedures and successfully helped recover the funds. I respectfully request that Wells Fargo take the same action. XXXX Requested I respectfully request that Wells Fargo : Immediately reopen the dispute investigation regarding these transactions. Cooperate with XXXX to recover the funds totaling {$5100.00}. Provide a written explanation for why my dispute was denied and closed prematurely. Ensure that my credit account and credit report are not negatively affected by this situation. I am requesting assistance from the Consumer Financial Protection Bureau to ensure that Wells Fargo properly investigates this matter and helps recover my funds as soon as possible.

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