Consumer complaint received 2026-05-04 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: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Reference No. : XXXX Wells Fargo Bank Claim Assistance Center XXXX. XXXX XXXX XXXX, NC XXXX To : Federal Trade Commission and Wells Fargo Bank Claims Department Subject : Appeal and Request to Reopen Disputed Transaction Claim No. XXXX Dear Sir or Madam, I, XXXX XXXX, respectfully submit this formal appeal regarding Wells Fargo Banks decision denying my disputed transaction claim referenced above. I hereby request that Wells Fargo promptly reopen and reinvestigate this matter pursuant to the protections afforded under the Truth in Lending Act ( TILA ), the Fair Credit Billing Act ( FCBA ), Regulation Z, and other applicable federal consumer protection laws. On or about XX/XX/year>, I was charged by the following merchant : XXXX {$410.00} The merchant represented that XXXX XXXX XXXX and related services would be delivered as advertised. However, the promised software, functionality, and services were not delivered in accordance with the merchants representations and advertising materials. As a result, I did not receive the benefit of the goods and/or services purchased. Under the Fair Credit Billing Act, as implemented through Regulation Z, credit card issuers are required to investigate billing disputes involving goods or services not accepted by the consumer or not delivered as agreed. Specifically, 12 C.F.R. 1026.13 ( a ) provides protections where a transaction reflects goods or services that were not delivered in the manner represented to the consumer. The disputed transaction qualifies as a billing error because the merchant failed to provide the XXXX XXXX XXXX and related services as promised. Accordingly, Wells Fargo has a legal obligation to conduct a reasonable investigation into the disputed transaction. Further, pursuant to 12 C.F.R. 1026.12 ( c ), consumers are entitled to assert claims and defenses against the card issuer arising from transactions paid by credit card when the consumer has made a good-faith effort to resolve the matter directly with the merchant. The disputed amount exceeds the statutory threshold required under federal law. Federal law additionally requires that, upon receipt of a timely written billing dispute notice, the card issuer must : Acknowledge the dispute within thirty ( 30 ) days ; Conduct a reasonable investigation ; Resolve the matter within two billing cycles, not exceeding ninety ( 90 ) days ; and Credit the consumers account if the billing error is substantiated. Because the products and services were not delivered as advertised or agreed, I respectfully request that Wells Fargo : Reopen Claim No. XXXX immediately ; Conduct a renewed and thorough investigation into the disputed transaction ; Reverse and credit the disputed amount of {$410.00} ; and Provide written confirmation regarding the status and outcome of the reopened investigation. This correspondence is submitted in good faith and in support of my rights under applicable federal consumer protection statutes and regulations. Thank you for your prompt attention to this matter. I respectfully request written confirmation acknowledging receipt of this appeal and advising me of the next steps in the investigation process. Sincerely, XXXX 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 explanation