Consumer complaint received 2026-02-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am writing to provide critical evidence regarding a chargeback claim I submitted through Wells Fargo on the basis of Merchandise Not Received. Wells Fargo has closed my claim on the basis of " Merchandise Received '' even thought I provided ample proof that I never received the merchandise. The merchant provided a tracking number as proof of delivery. However, I have verified with the United States Postal Service ( XXXX ) that this tracking number was not destined for my address. 

Evidence : Destination Mismatch : The merchant provided a tracking number that shows a Delivered status. However, XXXX records confirm that this package was delivered and scanned at an address XXXX miles away from the shipping address I noted my order. I made multiple attempts to contact the merchant to request updates regarding my order via the channel they preferred ( email ) ; however, the merchant did and has not respond to any of my outreach efforts. For additional clarity and context, I have outlined a detailed timeline of events below in the order they occurred. 

Timeline of Events XX/XX/XXXX : Order # XXXX was placed and confirmed. I received an email confirming receipt of the order, which stated an estimated delivery timeframe of XXXX weeks. A tracking number was provided at the time of purchase. 

XX/XX/XXXX : I received an email from the merchant, XXXX XXXX, providing the following update ( verbatim ) : Hey, We wanted to share an update regarding your orders. Cherry Blossom Hoodie- reprints are being completed this week and will be shipping out before the weekend. The embroidery is expected to arrive by the end of the week. If, for any reason, the embroidery does not arrive on schedule, well ship your orders without it so there's no additional delays and send out the embroidered portion separately once it arrives early next week. We appreciate your patience and support as we ensure each order meets our quality standards. 

XX/XX/XXXX : I received an email stating that a shipment from order # XXXX was on the way. However, the tracking information still reflected the same status it had shown since XX/XX/XXXX : Label Pending. 

XX/XX/XXXX : I replied to the merchant via the XX/XX/XXXX email requesting an update on the shipment. No response was received. 

XX/XX/XXXX : I sent another follow-up email to the merchant, again requesting an update, as the tracking number continued to show Label Created. No response was received. 

XX/XX/XXXX : After receiving no communication or resolution from the merchant, I contacted Wells Fargo and filed a claim for merchandise not received. 

XX/XX/XXXX : I received an email notification indicating that the item had been delivered to a Parcel Locker. I subsequently visited the XXXX office where XXXX staff were unable to locate any package addressed to me. 

XX/XX/XXXX : I received correspondence from Wells Fargo stating that my claim had been denied and closed based on the determination that the merchandise was delivered to the address you provided to the merchant. 

XX/XX/XXXX : I obtained official delivery proof and Product Tracking and Reporting documentation from XXXX, which shows that the package was not delivered to my address. The records indicate that the package was scanned and delivered to a different address located approximately XXXX miles away from the address I provided at the time of purchase. I also sent an email as directed by the representative I spoke to from Wells Fargo to their claims email address with additional proof to support my claim. 

XX/XX/XXXX ( XXXX XXXX XXXX ) : I contacted the Wells Fargo claims department to request an update regarding the additional documentation I submitted in support of reversing the denial of my dispute. During this call, the representative stated twice, We may have to eat this because you provided ample proof. I was then placed on hold so the representative could consult with a supervisor. 

After returning from the hold, I was informed that Wells Fargo would not be taking any action and that I would need to resolve the matter directly with the merchant. This direction was provided despite the merchant being completely unresponsive to all of my outreach attempts. Wells Fargo ultimately sided with the merchant, even though the merchandise was not delivered to the address I provided. I submitted official, stamped documentation from XXXX clearly showing the package was delivered to a different address. Despite this evidence, Wells Fargo determined that the merchandise was delivered. 

XX/XX/XXXX Wells Fargo withdrew the disputed funds from my account in support of this decision, even though the conclusion is factually incorrect and contradicts the XXXX documentation provided.

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