Consumer complaint received 2026-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: WELLS FARGO & COMPANY
State: MS

Complaint narrative:
This complaint concerns a prolonged billing and refund dispute involving Wells Fargo and XXXX XXXX, arising from the operational separation of both companies. Due to this separation, I was required to make duplicated payments for the same obligation, even though the issue was caused by the companies internal transition and not by any action on my part. By XX/XX/year>, both Wells Fargo and XXXX XXXX had already begun charging interest. I was informed that failure to pay would result in continued interest accrual. To avoid further financial harm, I was effectively forced to pay twice, despite this being a companycaused error. As a result, a credit balance of {$340.00} was generated and owed back to me. On XX/XX/year>, Wells Fargo states that a refund check for {$340.00} was issued and mailed. I never received this check, and Wells Fargo later confirmed that it was not cashed. I contacted Wells Fargos call center multiple times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, seeking clarification and resolution. During each interaction, the issue was postponed, and I was repeatedly told that the check would be sent or that the case was still under review. No effective solution was provided, and I was left repeatedly following up without progress, resulting in a significant loss of time. After escalating the matter, I received an official response from Wells Fargo by email on XX/XX/year>, which marked the formal acknowledgment of the dispute. Additional emails were sent by Wells Fargo on XX/XX/XXXX and XX/XX/year>. However, these communications continued to delay the situation, offering no immediate or effective resolution for what is a simple issue that could be resolved through a direct bank transfer. I responded in good faith to Wells Fargos communications on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, yet the company continued to postpone the return of my funds. Despite acknowledging the error, Wells Fargo ultimately closed the case and refused to provide any compensation, citing internal or regulatory policies rather than a specific legal prohibition. This situation has been extremely exhausting and unjust. I am a student, and being forced to cover duplicated payments, endure months of delays, and repeatedly contact customer service has had a serious negative impact on my financial stability and quality of life. Had I been the party who failed to pay for months, interest would have continued accruing without consideration of my circumstances ; however, when the error originated from the companies, the burden was placed entirely on me. Additionally, the lack of empathy and the dismissive treatment experienced through repeated call center interactions felt dehumanizing, reducing a serious financial issue to routine postponements. Although the error was acknowledged, the absence of a timely refund or fair remediation has left me without a real resolution, and I am now deeply distressed and desperate due to the prolonged nature of this situation

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