Consumer complaint received 2024-12-10 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: CA

Complaint narrative:
On XX/XX/year>, I submitted a dispute against two fraudulent transactions, at XXXX XXXX XXXX, for {$4900.00} and {$1800.00}. After my dog 's passing, I requested a detailed copy of the invoice, yet they were hesitant to do so. It was only after some time that I received both invoices. I attempted to resolve this matter with XXXX, but after requesting a refund and a full explanation of the invoices, XXXX threatened to contact the police. XXXX claimed that the {$1800.00} charge was a deposit for future services, yet said invoice never noted this, nor was I told this information ; a representative even noted that it was odd that said documentation was not clearly labeled as a deposit or contain the necessary billing information/code. The {$4900.00} invoice and the the {$1800.00} both contained the same listed services ( i.e. why was I charged an exam fee twice? ). The {$4900.00} invoice included services that were only partially provided. 

During my dispute process, I provided all the required documentation, including the invoice and the full list of medical services supposed to have been performed that day ; Wells Fargo consistently stated they hadn't received said documentation, despite my numerous emails showing they had been sent. When I would call to check on the status of my dispute, I was told that the claim had been closed days earlier, yet no one ever attempted to contact me. I didn't always receive an email of this decision either, I would have to physically contact a claims adjuster and question the status, before being told it had been closed. 

I was then forced to request my claim reopened ; this occurred a number of times. Each time I contacted Wells Fargo, I was forced to speak with a different representative ; during our conversation, it became apparent that none of the information from the previous conversation had been noted, and I was made to repeat my story several times. The claims representative that initially opened my claim never attempted to contact me or provide an update. When I originally filed the claim, I was told that after a certain amount of time had passed, and if they were unable to make contact with the merchant ( they were not ), then Wells Fargo would automatically rule in my favor and refund the money. 

After several weeks of back and forth, in which each representative was worst than the last ( one didn't speak fluent English, so she was unable to understand the conversation, another argued about how much I was due and used a personal calculator to then tell me I was only owed {$500.00}, another spent 3 hours on the phone without any resolution ), I was told my one representative that my claim continued closing because no progress had been made. I was told they would attempt to make contact with XXXX, to no avail, and that they 'did n't know how to proceed with my dispute, ' despite me having told them it was fraudulent. The charges made on my credit card were double charging on provided services and charging me for services they never completed ( which is the definition of fraud ), yet each representative sat useless, until the deadline for investigation had passed. I was livid that each representative sat there unable to determine what steps they should next take, after contacting XXXX ( despite me having told them they would receive no response ), and not filing the dispute as neccessary. 

I finally filed a complaint and was escalated to Wells Fargo Executive Office. After some time, I was again told that my dispute had been closed, despite not having been contacted. This occurred at least twice more, before I went ahead and made a complaint against XXXX XXXX I was again forced to repeat my story. After the complaint was made, and I was told they would reach out with further information, again, no progress was made. Nearly a month or so later, I was told that because my disputes had exceeded the 100 days, they legally were unable to continue further, and that the charges would remain. They then advised I speak with the merchant. I was crying and attempted to contact XXXX and the woman who took my complaint against XXXX, leaving voicemails, yet I was unable to reach either. After a week or so passes by, in which I contacted numerous representatives at the Executive Office, all who informed me that there was no way to contact their management and that they would provide any additional contacts, in which whom I could speak with, I was finally able to make contact with XXXX. She was in no way apologetic and stated that she could not make any progress with her investigation, as she never received the necessary documentation. 


It should be noted, that during this time, I kept noticing my balance increasing. I found this odd, as I hadn't really used the card since XXXX or XXXX. It wasn't until I downloaded each statement that I realized Wells Fargo had been charging interest on my disputed fraudulent transactions. This is not only highly unethical, but also illegal. The Fair Credit Billing Act is a federal law that " requires credit card companies to investigate disputes .... correct mistakes. During this time, the company can not charge interest or late fees on the disputed amount. '' Totally up the amounts, I was charged over {$1000.00} for interest. This resulted in my credit card going over the limit with Wells Fargo incessantly contacting me about when I could make a payment, and get my account current. It's disgusting how they can drag their feet about making sure I am refunded my money, yet are persistent in obtaining money they deem to belong to them. When I realized this, I contacted Wells Fargo and requested they removed the charged interest, stating that I would not be making payments that covered this. Once they realized this, they closed my account for my credit card. 

This is a near XXXX XXXX XXXX credit card with a {$8000.00} limit and a XXXX XXXX payment history. I was missed one or two payment due dates and they closed the card without any hesitation. Why should I be punished for refusing to pay for illegally charged interest and two fraudulent transactions in the thousands? I consistently communicated with Wells Fargo, so they understood the situation and that I had no problem making payments on my credit card ( as seen by my payment history ), but that I would not be financially responsible for dishonesty and theft. 

These months of uncertainty, as well as the charged interest resulting in my credit card being over the limit, as well as a closed credit card with such a high limit have completely ruined my XXXX XXXX and any hopes of financial stability. I am beyond angry and hope that action can be taken against Wells Fargo.

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