Consumer complaint received 2025-09-11 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: WA

Complaint narrative:
I financed a home window and door replacement project with XXXX XXXX XXXX XXXX XXXX XXXX through my Wells Fargo credit card ( ending in XXXX ). The project has been a failure both in terms of billing/contract accuracy and product/service quality XXXX 

1. Billing and Contract Violations The original signed contract was for {$16000.00}. 

An amendment was later added for {$1100.00} to upgrade from door glass replacement to full door replacements, bringing the correct contract total to {$17000.00}. 

After partial installation ( with many items left unfinished ), XXXX XXXX issued an invoice for {$18000.00}, which was {$1000.00} more than the agreed amount. 

I immediately disputed this with both the merchant. XXXX XXXX initially claimed the higher number was correct, blaming their employee for an amendment mistake. 

When I pressed further, the merchant stopped answering billing questions entirely. Instead, they only repeated that their products were installed correctly, while ignoring my direct questions about the invoice. Then they disappeared for several months, leaving the work unfinished. 

When they eventually reappeared, they again demanded payment of the inflated invoice without addressing my concerns. 

I raised this with Wells Fargo. After review, Wells Fargo credited my account {$2100.00} on XX/XX/XXXX, acknowledging the overcharge. 

However, XXXX XXXX later issued me a separate invoice directly for {$1100.00} ( the amendment value already part of the financed contract ). By sending this outside the Wells Fargo financing account, they violated the financing agreement. 

When I escalated this to Wells Fargo, I was told they could not act because the charge was not under their account. This is improper, as the entire project was financed through Wells Fargo, and no portion should have been billed separately. 

By ignoring billing questions and rebilling outside the financing account, XXXX XXXX acted in bad faith. Wells Fargo failed to enforce the financing terms and failed to protect me under the Fair Credit Billing Act ( FCBA ).

2. Defective Products and Services The installation itself remains defective and incomplete after more than 18 months. Issues include : Windows : Air leaks and drafts ( confirmed by thermal imaging ). 

Insect intrusion through closed frames ( documented with photos ). 

Condensation forming inside the panes. 

Significantly worse sound insulation than the XXXX windows they replaced. 

Doors : Both back and deck doors are misaligned, difficult to latch, and leak visible daylight. 

One door requires two hands to lock the deadbolt ( pulling and turning at the same time ). 

Despite multiple repair attempts, the doors were never brought to a satisfactory condition. 

No completion certificate was ever signed, and the merchant rejected my proposal for a neutral third-party inspection. They respond selectively, addressing only what they want, while ignoring most defect reports. 

3. Wells Fargos Handling Wells Fargo partially corrected the billing error by crediting {$2100.00}. 

However, they refused to act on the merchants rebilling outside of the financed account. 

On XX/XX/XXXX, Wells Fargo closed my dispute, accepting the merchants claim that all products were installed and functioning correctly, despite extensive photo, video, and thermal evidence proving otherwise. 

As a result, I am left responsible for defective, incomplete services and improper billing practices, despite acting in good faith and providing clear documentation.

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