Consumer complaint received 2026-06-10 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: AZ

Complaint narrative:
Product/Service Type : Product : Checking Account / Debit Card ( or Credit Card , select whichever applies ) Company : Wells Fargo Bank , N.A . Dispute/Claim Number : XXXX Transaction Amount : {$1200.00} Merchant : XXXX XXXX XXXX Summary & Consumer Hardship I am filing this formal complaint against Wells Fargo for an explicit violation of my consumer rights under the Fair Credit Billing Act ( FCBA )/ Regulation Z. Wells Fargo has prematurely closed a high-value merchant dispute for " Merchandise Not Received, '' reversed a previously granted provisional credit without prior notification, and officially refused to conduct a proper investigation. The bank 's supervisory staff has instructed me to seek a financial remedy from a third-party shipping carrier ( XXXX ) . As the consumer, I have no contractual relationship with XXXX ; the merchant holds that contract. Wells Fargo is legally obligated to investigate the merchant 's failure to deliver the goods to me, rather than forcing me to resolve logistics failures between a merchant and their chosen carrier. Statement of Consumer Harm : The bank 's refusal to follow federal billing dispute procedures has caused severe financial distress. I am a widowed mother of XXXX, barely making ends meet. Being wrongfully deprived of {$1200.00} because a carrier handed my daughter 's college laptop to a complete stranger is a devastating and unfair financial blow that I can not afford to absorb. Detailed Chronology of Events XX/XX/2026 : I purchased an open-box laptop from XXXX XXXX for {$1200.00} intended for my daughters university XXXX XXXX. The item failed to arrive. I contacted XXXX XXXX customer service the same day, and they promised a replacement shipment to arrive by XX/XX/2026. XX/XX/2026 : XXXX XXXX canceled the replacement order due to stock unavailability. A customer service representative stated they would process a full refund instead. Between XX/XX/XXXX and XX/XX/2026 : I noticed an email from XXXX XXXX indicating they would not be fulfilling the refund, casually advising me to contact local authorities instead. I did not contact anyone at that time, as I was waiting and hoping the merchant would honor the refund they had promised over the phone. XX/XX/2026 : Having received no resolution from the merchant, I contacted Wells Fargo to initiate a formal dispute for merchandise not received. Wells Fargo opened a claim and provided a provisional credit. XX/XX/2026 : Without any app alerts, emails, or phone calls requesting additional evidence, Wells Fargo abruptly reversed the provisional credit and removed the {$1200.00} from my account. I called Wells Fargo immediately. The frontline representative stated the claim was closed because XXXX XXXX provided " compelling evidence '' consisting solely of my correct shipping address. I escalated the call to a supervisor named XXXX. Upon reviewing the XXXX proof of delivery together, XXXX acknowledged a critical oversight : the package was signed for by an unauthorized stranger named " XXXX '' a name that does not belong to anyone in my household. XXXX failed to verify the recipient 's identity or utilize secure delivery protocols ( such as requiring a verification code sent to my phone ), simply handing a high-value package to the first person they saw. Supervisor XXXX reopened the file to accept new evidence, providing a 2-business-day window, and instructed me to email documentation to XXXX under XXXX XXXX XXXX. XX/XX/2026 ( Today ) : I successfully transmitted the documentation to the correct queue. I called to confirm receipt and was connected to supervisor XXXX. Supervisor XXXX refused to act on the evidence or reopen the dispute, stating " XXXX XXXX already did their part. '' To prove that the person who signed for the delivery ( " XXXX '' ) was an unauthorized stranger, I provided an official HUD household composition form showing that only myself and my daughters reside at the property. XXXX dismissed this evidence because the form listed the property name ( " XXXX XXXX '' ) and XXXX XXXX, rather than the full street address ( XXXX XXXX XXXX XXXX, XXXX, AZ XXXX, XXXX XXXX ). Supervisor XXXX concluded the call by formally denying further bank action and instructing me to file a claim directly with XXXX. Core Regulatory Violations Failure to Investigate Under Regulation Z : Wells Fargo accepted a mere shipping label/address as " compelling evidence, '' completely ignoring the delivery document showing an entirely different person ( " XXXX '' ) signed for the high-value item. They refused to investigate the clear mismatch. Improper Shifting of Burden of Proof : Under the FCBA, the burden is on the merchant to prove successful delivery to the consumer, not just to a geographic radius or a random bystander. Unlawful Deflection to a Third Party : Pushing a recipient to file a financial claim with XXXX is legally invalid. XXXX handles claims with the shipper ( XXXX XXXX ), who holds the contract. Wells Fargo is using this to avoid executing a standard merchant chargeback. I have a call confirming what the supervisors said.

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