How to Dispute Wells Fargo Credit and Debit Card Charges

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When & why to dispute charges (plus, how to fight chargebacks)

Co-authored by Steven Kibbel and Devin McSween

Last Updated: July 1, 2024 Fact Checked

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• Disputing Fraudulent Charges
|
• Disputing a Credit Card Charge
|
• Disputing a Debit Card Charge
|
• Reasons to Submit a Dispute
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• Preventing Unauthorized Charges
|
• Responding to Disputes as a Merchant
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• Preventing Disputes as a Merchant

|Show more |Show less

Disputing a Wells Fargo credit or debit card charge is a way to get your money back if you didn’t authorize the transaction or you aren’t happy with the goods or services you were promised by a business. Contact the company or seller first to resolve your issue. If they are unhelpful, call Wells Fargo or log in to your online account to file a charge dispute. Read on to learn how to file credit and debit card disputes, when it’s appropriate to make a dispute, how to keep your card information secure, and how to respond to disputes as a merchant.

Disputing a Transaction with Wells Fargo

To make a credit card dispute, call 1-800-390-0533. Or, log in to Wells Fargo Online and go to More > Account Services > Dispute a Transaction. To make a debit card dispute, call 1-800-869-3557. Submit evidence supporting your dispute and wait for a response within 10 to 90 days.

Steps

Section 1 of 7:

Disputing Fraudulent Charges

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1. 1
   Call 1-800-642-4720 to report credit card fraud. As soon as you notice an unauthorized charge on your credit card statement, call 1-800-642-4720 or the number on the back of your card. The Wells Fargo agent will submit a dispute claim on your behalf.

   • Wells Fargo reimburses you for any unauthorized charges when you report the fraud.
   • Wells Fargo sends you a new credit card and closes your old card when you submit a dispute for unauthorized charges.
   • It can take Wells Fargo 30 to 60 days to investigate your dispute, accept your claim, and refund your money.
2. 2
   Call 1-800-869-3557 to report debit card fraud. Immediately call 1-800-869-3557 or the number on the back of your card if you see an unauthorized debit card charge. The Wells Fargo agent will file a charge dispute for you and help you get your money back.

   • Wells Fargo refunds all unauthorized charges as long as you submit a claim within 60 days of the transactions posting on your statement.
   • Wells Fargo will send you a new debit card and cancel your old card when you submit a fraudulent charge dispute.
   • Wells Fargo has 10 days to investigate your dispute. They then have 3 days to report their decision to you.
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3. 3
   Go to identitytheft.gov if you suspect identity theft. If you believe the unauthorized charges on your credit or debit card are due to identity theft, visit identitytheft.gov and fill out a fraud report. Follow the prompts to submit your report and receive a recovery plan.

   • Get a free credit report from AnnualCreditReport.com and check for any errors or suspicious activity. If you see any, dispute the errors with the credit bureau(s).
   • Freeze your credit with the 3 major credit bureaus to protect your credit and prevent people from opening lines of credit without your authorization.
4. 4
   File a police report with your local department. This step is optional, but it can be helpful if the fraudulent activity happened locally. Bring the FTC Identity Theft Report, evidence of the fraudulent activity, and your ID to your local police department and ask to file a report.
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Section 2 of 7:

Disputing a Wells Fargo Credit Card Charge

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1. 1
   Reach out to the company or seller about your concern. If you aren’t satisfied with a product or service you bought, contact the company or seller before submitting a dispute with Wells Fargo. Most legitimate businesses are happy to solve issues about missing products and damaged goods, as well as process refunds or returns.

   • If the company or seller refuses to solve or correct your concern, move forward with submitting a dispute through Wells Fargo.
   • Contact Wells Fargo immediately if you notice an unauthorized charge on your credit card. Call the number on the back of your card or 1-800-642-4720.
2. 2
   Call 1-800-390-0533 and ask to file a dispute. Tell the Wells Fargo agent which transaction you want to dispute. Then, provide them with any evidence and documentation they ask for to support your claim.

   • For instance, Wells Fargo might want a receipt or copies of your communication with the business or seller.
   • Alternatively, call the number on the back of your card to file a dispute.
   • Wells Fargo requires you to submit your claim within 60 days of the transaction posting on your statement for most credit cards.
   • There is no charge for filing a dispute with Wells Fargo.
3. 3
   File a dispute through Wells Fargo Online as an alternative. Log in to your Wells Fargo Online account and click the “More” menu. Click “Account Services” and then “Dispute a Transaction.” Simply follow the prompts to select the transaction you want to dispute and provide information about your claim.

   • Calling to file a dispute may help Wells Fargo assist you faster.
4. 4
   Wait for Wells Fargo to investigate and make their decision. Wells Fargo has 90 days to investigate your claim and send you a final resolution letter that notifies you of their decision to accept or deny your dispute. To check the status of your claim, call 1-800-390-0533 or go to “Dispute a Transaction” in your online account.

   • If Wells Fargo accepts your claim, you do not have to pay the transaction amount. You also do not have to pay any interest or fees associated with the transaction.
   • If Wells Fargo denies your claim, you have to pay the transaction amount and any interest or fees associated with the transaction.
   • If you receive a denial, you can contact Wells Fargo within 10 days to challenge the decision.
   • Note: The business or seller can challenge the claim if your dispute is accepted. However, they have to provide evidence that the dispute should be reversed.
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Section 3 of 7:

Disputing a Wells Fargo Debit Card Charge

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1. 1
   Contact the company or seller about your issue. Before you submit a debit card dispute with Wells Fargo, reach out to the company or merchant you bought the good or service from. If you aren’t happy with your purchase, most legitimate businesses will help you fix the issue or give you a refund.

   • If the seller refuses to solve your issue or process a refund, initiate a dispute with Wells Fargo.
   • Immediately contact Wells Fargo if you notice an unauthorized charge on your debit card. Call the number on the back of your card or 1-800-869-3557.
2. 2
   Call the number on the back of your card or 1-800-869-3557. Call Wells Fargo and tell the agent you want to file a charge dispute. Identify the transaction you’re disputing and provide any evidence or documentation that they ask for.

   • Submit your claim within 60 days of receiving the statement that the transaction you want to dispute is on.
   • You are not charged for submitting a dispute with Wells Fargo.
   • Note: If you’re submitting a dispute over an unauthorized purchase, Wells Fargo will close your card and send you a replacement within 5 to 7 days.
3. 3
   Wait to hear back from Wells Fargo within 10 business days. Wells Fargo makes most dispute decisions within 10 business days. When they have their decision, they will send you a final resolution letter.

   • If Wells Fargo accepts your claim, you are refunded the transaction amount. Any related fees are also refunded to you.
   • If Wells Fargo denies your claim, you pay the transaction amount and any fees related to the transaction.
   • For questions about your claim or to check its status, call the number on the back of your card or 1-800-869-3557.
   • The claim investigation period might last more than 10 days if Wells Fargo needs more information from you. When this happens, Wells Fargo sends a temporary credit to your account for the transaction amount. They then have up to 45 days to finish the investigation.
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Section 4 of 7:

Valid and Invalid Reasons to Submit a Dispute

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1. 1
   Submit a dispute if you suspect fraud. Federal law protects you from unauthorized charges made on your credit or debit card. It’s legal to submit a dispute if:

   • You didn’t authorize the charge.
   • You suspect a charge is fraudulent.
2. 2
   File a dispute if you didn’t receive the goods or services as promised. A charge dispute is a way to protect yourself when making a purchase. After attempting to fix the issue with the merchant, it’s valid to file a dispute if:

   • You weren’t delivered the goods or service.
   • You received a damaged product or one that was missing parts.
   • You canceled a service or subscription and are still getting charged.
   • You were charged more than advertised.
   • The charge date or amount is wrong.
3. 3
   Don’t file a dispute if you haven’t contacted the merchant. Charge disputes are taken seriously and are seen as the last resort if you aren’t satisfied with a purchase. Disputes are considered invalid in some cases, like:

   • You haven’t attempted to fix the issue with the company or seller.
   • You haven’t asked the merchant for a refund or return.
   • You regret the purchase or have buyer’s remorse.
   • You missed the seller’s refund, return, or cancellation window.
   • You forgot about the purchase.
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Section 5 of 7:

Preventing Unauthorized Charges

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1. 1
   Create a unique PIN and memorize it. Do not use identifiable words or numbers as your PIN, like your name or birthday. Choose a PIN that’s unique and unidentifiable and memorize it instead of writing it down.

   • Wells Fargo recommends changing your PIN every 6 months, or when you suspect fraud.
   • Notify Wells Fago immediately if you discover unauthorized charges or suspicious banking activity.
2. 2
   Check your monthly statements for mistakes and unauthorized charges. Your bank is required to send you your card transactions for each month. Spend a few minutes looking through your monthly statement for errors and suspicious activity.
3. 3
   Set a unique password for online banking services. Create a password for online and mobile banking that doesn’t contain identifiable information (like your name or birthday). Make sure the password you create isn’t the same as passwords you use for other websites.

   • Set up multi-factor authentication to keep your accounts even more secure.
   • Make sure to log out of your accounts when you’re done with them and password-protect your computer, phone, and other devices, too.
4. 4
   Don’t show or give out your card number or PIN. When using your card at an ATM or the store, cover up your card number and the keypad as you enter your PIN. Avoid giving out your card number over the phone unless you’re speaking with your bank and you initiated the call.
5. 5
   Only purchase items from secure websites and trusted retailers. Before you enter your card information online, make sure the web address matches the company’s name and contains “https” to indicate it’s secure.

   • Only make purchases on your personal and secure wireless network. Using public WiFi can make you more vulnerable to card theft.
6. 6
   Don’t open suspicious links or emails. If you receive an email or strange links from an unknown sender, don’t click them. Simply delete the message or mark it as spam.

   • Suspicious links can potentially send you to websites that download viruses to your device which can steal your personal information.
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Section 6 of 7:

Responding to Disputes if You Have a Wells Fargo Merchant Account

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1. 1
   Gather evidence if you think the dispute is invalid. When a customer files a charge dispute with their bank, the bank submits a chargeback with you and takes the transaction amount out of your account. You receive a notification when this happens with a code that details why the customer is filing a dispute.

   • If you think the dispute is incorrect, gather evidence like:
     • Receipts, invoices, and purchase orders.
     • Shipping information and proof of delivery.
     • Screenshots or transcripts of communication with the customer.
     • Your measures to make transactions secure.
     • A copy of your terms and conditions and refund policies.
   • Note: Wells Fargo charges you a fee whenever a customer submits a dispute. This fee can range from $25 to $150.
2. 2
   Write a rebuttal letter and submit your evidence within the timeframe. Wells Fargo recommends that you write a rebuttal letter that includes what happened, when, and an explanation of your evidence. Then, follow the steps outlined in the dispute notification to submit the letter and your evidence electronically, via mail, or via fax.

   • The chargeback notification details when you need to respond to the dispute by.
   • If you don’t submit your rebuttal within the timeframe, Wells Fargo proceeds with the chargeback and you lose out on the transaction amount.
3. 3
   Wait for a response about the dispute decision. Wells Fargo will review your submission and forward it to the customer’s bank. You will then receive a notification about the decision.

   • If the customer’s bank believes your evidence is sufficient, you are refunded the transaction amount.
   • If the customer’s bank does not believe your evidence is sufficient, the customer is refunded the transaction amount.
   • If you successfully challenge the dispute, the customer can fight back and submit a second chargeback. If you dispute this again, you enter arbitration. However, this is uncommon.
   • Note: Even if you win the dispute, you still have to pay any fees associated with the chargeback.
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Section 7 of 7:

Preventing Disputes as a Merchant

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1. Provide good business and make your terms clear. Honest mistakes happen when making transactions and shipping your products, so disputes and chargebacks are bound to occur. However, you can help prevent customers from making disputes by maintaining good business practices and offering excellent service, like:

   • Making refund, return, and cancellation policies clear in person, on your website, and on receipts or invoices.
   • Offering a simple and easy-to-navigate refund and return process.
   • Responding quickly to customer’s concerns or questions.
   • Processing orders and shipping products quickly.
   • Providing tracking information and shipping updates.
   • Showing clear images, descriptions, and prices of your products.
   • Offering multiple secure ways to pay.

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Tips

• When you submit a credit card charge dispute, you do not have to pay the disputed transaction amount or any associated interest during the investigation. However, you do have to pay your credit card bill and any related interest or fees.
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