Consumer complaint received 2025-08-28 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: WI

Complaint narrative:
On XX/XX/XXXX, a {$740.00} charge was made to my Wells Fargo credit card by XXXX XXXX. I disputed the charge within XXXX minutes, stating that the merchandise was not received as described and that the sale occurred under deceptive conditions. This constitutes a billing error under Regulation Z ( 12 C.F.R. 1026.13 ( a ) ( 3 ) ), which applies when merchandise is not delivered as agreed.

Despite timely notice and supporting documentation, including a written explanation, photo evidence, and my original receipt, Wells Fargo : 1. Never requested or reviewed my receipt 2. Did not allow me to review or respond to the merchants documentation before closing the case 3. Reversed the provisional credit just XXXX hours after issuing the denial letter, without adequate notice or explanation This violates Regulation Z 1026.13 ( d ) ( 1 ), which requires creditors to provide consumers with an opportunity to review and respond to any denial, and to give a reasonable explanation of the decision if no error is found. I was also incorrectly told that I did not have 10 days to challenge the denial, contradicting FTC and CFPB guidance. 

Further, Wells Fargo exceeded the XXXX deadline to resolve the dispute, violating 1026.13 ( c ) ( 2 ). I submitted the dispute on XX/XX/XXXX. As of XX/XX/XXXX calendar days and spanning three billing cycles I received a letter stating the claim was closed, despite previous communications indicating that the investigation was ongoing.

After finally obtaining a copy of the merchants receipt, I informed Wells Fargo that it was forged and bore no resemblance to the receipt I was actually provided. When I asked how the document had been authenticated, XXXX XXXX representative, XXXX, stated that the bank does not authenticate anything, and accepts whatever the merchant submits, and that if I believed it was fraudulent, I would need to sue the merchant myself, as it was now a criminal matter. 

This demonstrates a failure to conduct a reasonable investigation, a core obligation under Regulation Z 1026.13 ( f ). The fact that the bank based its decision on a document that was not verified, and ignored a forgery claim, is especially troubling given the nature of the dispute. 

I sent Wells Fargo proof of the law, taken from the CFPB and FTC websites. They reopened my case XX/XX/XXXX, and closed it once again XX/XX/XXXX. I submitted complaints to the OCC and CFPB, and Wells Fargo then reopened my claims XX/XX/XXXX. 

Additionally, XXXX XXXX, the Escalations Representative assigned to my case, falsely stated in a letter that he was unable to reach me by phone. In reality, I returned his call, sent a follow-up text, and emailed him, clearly requesting that all future communication be conducted in writing for documentation purposes. Written communication is also listed as my preferred contact method in my Wells Fargo account profile, which the bank keeps failing to honor. 

Currently, my claim remains closed, the charge is active in my account, but they keep telling the CFPB and OCC they are working with me to resolve. This is all false.

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