Credit card -- Problem with a purchase shown on your statement -- Complaint #8004661
Complaint Overview
Complaint ID: 8004661
Company: Wells Fargo & Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Washington
ZIP Code: 98105
Date Received: 2023-12-14T12:00:00-05:00
Date Sent to Company: 2023-12-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XX/XX/XXXX - Order confirmation. Lead time is noted XX/XX/XXXX - Email with customer service verifying production complete but shipping delayed XX/XX/XXXX - Email from XXXX XXXX notifying us of the company being sold/dissolved. We used the order lookup tool regularly to see the status of our order. I googled to find the name of the XXXX XXXX and filed a claim in early XXXX A status was also posted on their website and updated until XX/XX/XXXX. XX/XX/XXXX - Confirmation of claim and claim form XX/XX/XXXX - Received notification from XXXX XXXX alerting us about the XXXX XXXX. Note we had already filed a claim. I called the XXXX XXXX in XXXX and was told the claims would not be reviewed until XX/XX/XXXX. In XXXX the XXXX XXXX lookup tool was updated to indicate our order would not be fulfilled. I called Wells Fargo to start the dispute process and was told there was nothing that could be done with Wells and that I had to go directly to XXXX to see if that benefit was provided. XXXX said it was not. I called the XXXX XXXX again XXXX and was told the claims were under review but that no information was available. XX/XX/XXXX - XXXX XXXX website was updated to indicate no claims will be paid. A dispute was opened with WF. We were told that the XXXX process was to contact the original institution and if no response was received in 120 days the charge would be refunded XX/XX/XXXX - I called and was told that XXXX had submitted the claim in early XXXX and that the 120 day window would expire XX/XX/XXXX XX/XX/XXXX - An email was received stating a different window for resolution. I was confused but didnt call in XX/XX/XXXX - Called to confirm refund was in process. Was told XXXX never accepted the claim and due to a system glitch no one at XXXX noticed, took action or notified me. I was informed they would start their own process that had a 45 day window, but that it was also being escalated to management to see if anything could be done internally. I was told I would be notified in 24-48 hours XX/XX/XXXX - I called today and was told my claim was denied and closed due to the length of time between now and the purchase This is unacceptable. I was given incorrect information multiple times by WF and now they are participating with XXXX XXXX in stealing {$4700.00} from me.
Frequently Asked Questions
What is Complaint #8004661 about?
Complaint #8004661 was filed against Wells Fargo & Company regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2023-12-14T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.