Consumer complaint received 2025-07-28 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: FL

Complaint narrative:
On XX/XX/year>, I was charged {$1800.00} by XXXX XXXX XXXX XXXX in Florida using my Wells Fargo debit card ending in XXXX. The vehicle purchased was immediately problematic and eventually became inoperable. The original financing was through XXXX XXXX, who later confirmed the loan was returned, paid off by the dealer, and deleted from my credit report as satisfied. The dealer officially accepted a buyback after I invoked Florida Lemon Law protections. 

I submitted a formal dispute to Wells Fargo on XX/XX/year>, and followed all steps under Regulation E. Despite this, Wells Fargo closed my dispute on XX/XX/year>, without issuing a refund even though I provided : A signed letter from XXXX XXXX ( dated XX/XX/year> ) confirming the account was fully paid off and closed by the dealership on XX/XX/year>. 

A formal email to XXXX XXXX on XX/XX/year>, requesting immediate vehicle pickup due to total mechanical failure. They agreed. 

Clear documentation showing that multiple payment attempts were made to Westlake Financial before the dealers refusal triggered the Lemon Law.

Evidence that this was NOT fraud, but a legitimate case of product failure, legal cancellation, and reversal of financing.

Wells Fargo repeatedly failed to : Issue provisional credit under Reg E within 10 business days.

Provide a proper explanation or investigation outcome under FCBA. 

Review or acknowledge the XXXX XXXX letter. 

XXXX the rights of the consumer under Truth in Lending and UDAAP.

Instead, they sent me a generic denial citing merchant authorization, despite the fact that the merchant returned the funds to the lender and reversed the loan making this transaction void. Worse, they attempted to shut down communication by claiming they could no longer speak with me unless I provided attorney representation. I never authorized legal counsel to act on my behalf in the Wells Fargo dispute. My attorney was only involved in attempting to reaffirm the loan with XXXX XXXX, which is a separate matter. 

At the time of this complaint, I have filed : XXXX CFPB complaints with documentation XXXX OCC complaints ( 1 currently pending ) A formal final escalation letter directly to Wells Fargos CEO, General Counsel, Claims Department, and Executive Office I also submitted the following attachments directly to the bank : XXXX XXXX buyback confirmation Vehicle return correspondence My signed dispute explanation CFPB and XXXX complaint confirmations Wells Fargos denial letter Wells Fargos refusal to comply with federal dispute timelines and consumer protections has caused me significant emotional distress and financial harm. I am a business owner and single parent who legally did everything required to resolve this, only to be ignored and gaslit by a major financial institution. Their behavior fits the definition of Unfair, Deceptive, or Abusive Acts and Practices under federal law. 

I am requesting that : CFPB escalate this to an enforcement-level review A formal investigation be opened into Wells Fargos Reg E dispute process and failure to respond to Lemon Law scenarios I be reimbursed the {$1800.00} that is lawfully owed to me This company is in clear violation of : Regulation E ( Electronic Fund Transfer Act ) FCBA ( Fair Credit Billing Act ) TILA ( Truth in Lending Act ) UDAAP ( Unfair, Deceptive, or Abusive Acts and Practices ) If no action is taken, I will file in Small Claims Court and forward my case to the Florida Attorney Generals Office.

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