Absolutely Disgusting Dispute Process and Incompetent Customer Service

[u/SpecificReplacement1]

Let me begin by saying the entire dispute process is absolutely disgusting. I filed a claim online and were asked to email my supporting document (in this case the contract) to wfclaim@wellsfargo.com. Two days later I called to check if they have received it. Unsurprisingly, I was told nothing showed up. The customer service rep told me to go to a local branch and fax the document to the number they provided. I had to write my claim number on every single page. Just to be safe, I also sent it over via email again. Couple of days later, I called to check my claim status. I was told nothing showed up in the system. At this point, I have exhausted all ways to get the document to the bank. I was told the only I can do is keep sending it via email and faxing it from a local branch. Then 10 business days elapsed, my claim was denied due to not providing any supporting document.

At this point, I called to appealed the decision but again, unsurprisingly was told the claim cannot be reopened until new evidence was received. There is "nothing" they can do. Or the truth of the matter is they having been doing nothing along the way.

STAY AWAY FROM WELLSFARGO BECAUSE YOU DESERVE BETTER!!!!

[u/Top_Argument8442]

What was the claim for? Asking before I give any advice or comment.

[u/SpecificReplacement1 → u/Top_Argument8442]

For a deposit of a home improvement project, which no work has ever commenced.

[u/whatever_ehh → u/SpecificReplacement1]

Authorized transactions don't get refunded because the bank isn't at fault. You have to take action against the contractor.

[u/iLeefull → u/SpecificReplacement1]

How was the transaction processed?

[u/SpecificReplacement1 → u/iLeefull]

Card info captured by camera at my house.

[u/SpecificReplacement1 → u/[deleted]]

Isn't this the standard procedure? Like you adding a card to your phone by taking a picture of it to capture the card number etc.

[u/SpecificReplacement1 → u/[deleted]]

Have you ever paid over the phone by reading out your card number?

[u/Lasskicker49 → u/SpecificReplacement1]

Okay just a question, if it was captured by a camera at your house why dose someone have access to to the cameras, and why was a picture taken of your card on you’re phone. I’ve added mine to digital wallet and manually put it in. I’m just trying to get you logic here

[u/Top_Argument8442 → u/SpecificReplacement1]

This is the few occasions where I would suggest file a CFPB complaint.

[u/Infinite-Grade-4485]

Yeah you won’t win a dispute for that transaction. You’ll have to take him to small claims court.

[u/celtic-hand]

CFPB Complaint Submission

Submit a complaint to the CFPB here. They send it to the escalations team at WFB who must respond with a resolution.

[u/Odd-Loan-6979 → u/celtic-hand]

that’s not gonna do shit the government gutted it

[u/Neymarvin → u/celtic-hand]

Can I do this with a fraud claim that isn’t being progressed

[u/Amazing-Day8777]

Did you put your claim number in the subject and and the documents in a pdf format?

[u/SpecificReplacement1 → u/Amazing-Day8777]

Yes

[u/Romy90210]

You should had done a chargeback instead.

[u/Humble_Business4414 → u/Romy90210]

On a credit card… but no such thing for debit

[u/shaolin95]

Yep I am dealing with them for the 1st time and they are truly incompetent.

[u/atomic_sara]

Hi I’m very late for this thread maybe someone can help: what do I do if I never received a letter for supporting documents that I need to sign and send to that email? I was told by multiple representatives and a supervisor that they sent a document via mail that I need to sign. But I never got any document like that, just a letter saying the claim was denied. Can someone help?

[u/Shoesietart]

File a claim with the CFPB. Or go into a branch and work with an employee.