Wells Fargo Credit Card - did manual credit check - told card was ok - then merchant account cancelled by Wells Fargo

Wells Fargo Credit Card - did manual credit check - told card was ok - then merchant account cancelled by Wells Fargo

From: Email User

Wells Fargo Credit Card / Merchant Services

I own a computer parts supply copany, Apex International. I distribut parts worldwide and on November 19, 2003 I received an order from Nigeria in the amount of $6500.00 (including shipping). By all appearances the order seemed as valid as any other order received online. Because of the amount of the order, before I processed the credit card I called my local Wells Fargo Bank where I opened the Merchant account and discussed the order with a representative there. He informed me that the credit card # I had was a valid # with an available balance and the order appeared to be fine, "Go ahead and process it." I tried running the card in the full amount of $6500.00 and it was declined. I informed the customer of this and asked them if they would like to proceed with the order in another way. They responded by saying that the full amount was not available on that card anymore and asked me to split the order up by using the already supplied card# and another card#. I understood that as I have had to do this myself on large purchases in the past. The credit card transaction was completed that day on the two cards, and the order was shipped. On January 12, 2004 I received a phone call from Barbara Martin, Risk Management Department, Wells Fargo Merchant Services 800-588-7545 x 6524. She was very rude, abrupt, and unwilling to listen to me as she informed me that $6500.00 was being deducted from my merchant account for fraudulant credit card transactions. At the end of our very one sided "conversation" and my pleading my case with Barbara, she told me she was going to look more into this situation and call me back. I went to my local branch the following day and spoke with Hallie B who was very polite and very willing to to help as she understood I was a victim of fraud. The best she could do for me was to give me an 800 phone number to find out how to proceed with a fraudulant credit card claim. When I returned to my office I had received an overnight letter from Barbara Martin: "Dear Mr. Mathew Forrest, For sometime now, Wells Fargo Merchant Services has had a mutually rewarding bankcard processing arrangement with Apex International, one that we hope continues for many years to come. At this time however we find it necessary to re-evaluate our current relationship. As you are well aware, several transactions were put through your terminal that are now under dispute by the true carholders as being fraudulent. The totals of these sales come to 6,500.00.

Consequently, funds for $6436.21 have been debited from your checking account which was your total balance available. these funds will be used to fund the chargeback once presented in the event your bank account does not have sufficient funds. I will review your account again in 90 days and will be looking to see that you have no further disputes pending. Should you have any further question, I can be reached at 1-800-588-7545 ext 6524." It took two days for Barabara to get back to me after me leaving two messages for her. When she did call back, she was again very rude and very unwilling to work with me, she didn't have any suggestions for me as to my options in disputing the chargeback. I have never had any disputed transactions before and I was (an still am) at a loss as to how to proceed. Both Barbara and Wells Fargo have basically washed there hands of it and have left me, their customer that pays them a percentage of my monthly income for their so called services, to fend for myself. Mathew Forrest

The above message is Complaints.com Consumer Message # 5 January 20, 2004