Consumer complaint received 2026-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
CFPB Complaint Against Wells Fargo Bank , N.A . Product : Checking Account / Debit Card Dispute Investigation Issue : Inconsistent Claim Handling, Premature Claim Denials, Partial Provisional Credits Without Explanation, and Erroneous Claim Closure ________________________________________ I am filing this complaint regarding Wells Fargo 's handling of multiple disputed transactions involving the merchant Topstep. The claims at issue arise from the same merchant, the same course of dealings, and the same underlying dispute. Despite this, the claims have received different outcomes, and I have not been provided with an explanation for the different treatment. The relevant claims are : Claim No. XXXX ( XXXX transactions ) Closed/Denied Claim No. XXXX ( XXXX transactions ) Closed/Denied Claim No. XXXX ( XXXX transactions ) Closed/Denied Claim No. XXXX ( XXXX transactions ) In Progress Claim No. XXXX ( XXXX transactions ) Closed with the notation, " We closed this claim at your request. '' My concern is not simply that Wells Fargo reached an unfavorable decision. My concern is that the information currently available to me raises questions regarding whether these claims are being evaluated under a fair and consistent process. Different Outcomes for the Same Underlying Dispute The claims involve the same merchant and the same underlying dispute. However, the outcomes have been materially different. XXXX XXXX. XXXX, XXXX, and XXXX were denied. Claim No. XXXX remains in progress. Claim No. XXXX was marked as closed at my request. I have not been provided with an explanation regarding the criteria used to reach these different outcomes. Partial Provisional Credits Without Explanation With respect to Claim No. XXXX, Wells Fargo stated that additional information was needed and represented that a letter had been sent requesting supporting documentation. Wells Fargo also issued provisional credits for only a portion of the transactions included within that claim. Based upon the claim information available to me, Claim No. XXXX contains twelve disputed transactions. However, provisional credits were issued for only six of those transactions. I have not been provided with an explanation regarding the criteria used to distinguish between the six transactions that received provisional credits and the six transactions that did not. Because all XXXX transactions arise from the same merchant and the same underlying dispute, I am requesting an explanation of the determining factors Wells Fargo relied upon in deciding to issue provisional credits for certain transactions while withholding provisional credits for the remaining transactions within the same claim. Claims Closed Before I Was Able to Present My Evidence For Claim No. XXXX, Wells Fargo indicated that additional information was needed and stated that a letter had been sent requesting supporting documentation. As of the date of this complaint, I have not yet received that letter. I was waiting for the letter because I understood it would explain what information Wells Fargo wanted reviewed. On XX/XX/year>, I contacted Wells Fargo and was advised that Wells Fargo was seeking copies of the merchant 's terms and conditions as well as communications between myself and the merchant. During that same call, I advised Wells Fargo that I was compiling a comprehensive evidentiary package and intended to provide the requested documentation. At the time XXXX XXXX. XXXX, XXXX, and XXXX were denied, Wells Fargo had not yet received any of the evidence I was preparing to submit. I had not yet been given an opportunity to present my supporting documentation, provide the merchant communications Wells Fargo later requested, submit the terms and conditions Wells Fargo later requested, or provide the evidentiary package I was assembling regarding the dispute. This raises concerns because certain claims were denied before Wells Fargo reviewed my evidence, while another claim involving the same merchant and same underlying dispute remained open pending additional information. Similar Claims Investigated Through Another Financial Institution I also have claims involving the same merchant that were submitted through another financial institution using a different debit card. Those claims involve the same merchant, the same course of dealings, and the same underlying dispute. That institution continued its investigation, obtained information relating to the dispute, and ultimately received transaction reversals from the merchant. I am not suggesting that Wells Fargo is required to reach the same conclusion as another financial institution. However, it is difficult for me to understand how Wells Fargo could deny claims involving the same merchant and same underlying dispute before receiving the evidence that I was preparing to submit, particularly when another institution investigating the same dispute was able to obtain information from the merchant and secure reversals. Claim Incorrectly Marked as Closed at My Request Claim No. XXXX was closed with the notation : " We closed this claim at your request. '' I never requested that Claim No. XXXX be closed, withdrawn, or canceled. No such request was ever made. After discovering that notation, I contacted Wells Fargo on XX/XX/year>. During that call, I informed the Wells Fargo representative that I had never requested closure of the claim. The representative advised me that Wells Fargo 's records appeared to indicate that an investigator believed I had requested that the claim be withdrawn or canceled. I informed the representative that this information was incorrect. I requested that the claim be reopened and investigated. The representative acknowledged my concern and advised that a request would be submitted to reopen the claim. This raises additional concerns regarding the accuracy of Wells Fargo 's claim records and the basis upon which Claim No. XXXX was closed. If Wells Fargo believes that I requested closure of the claim, I request that Wells Fargo identify the communication upon which it relied and explain how it concluded that I requested closure. No such request was ever made. Requested Resolution I respectfully request that Wells Fargo : 1. Explain the investigative steps taken before denying XXXX XXXX. XXXX, XXXX, and XXXX. 2. Explain what evidence was reviewed for each denied claim. 3. Explain whether information was obtained from the merchant and whether any merchant responses were relied upon. 4. Explain why Claims Nos. XXXX, XXXX, and XXXX were denied while Claim No. XXXX remained open and pending additional information. 5. Explain the determining factors used to issue provisional credits for six transactions within Claim No. XXXX while withholding provisional credits for the remaining six transactions. 6. Explain what evidence, criteria, or investigative findings were relied upon in making that distinction. 7. Explain the basis for the notation that Claim No. XXXX was closed at my request. 8. Correct the claim record if the notation that I requested closure was inaccurate. 9. Provide a meaningful opportunity for my supporting documentation and evidentiary package to be reviewed before final determinations are made on these claims. 10. Reconsider any denied claims after reviewing the evidence relevant to the dispute. I am currently compiling a comprehensive evidentiary package consisting of merchant communications, terms and conditions, account records, transaction records, platform records, screenshots, refund-related communications, investigation materials, and other supporting documentation relevant to these claims. Thank you for your review and assistance in this matter.

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