Consumer complaint received 2024-01-10
Company: WELLS FARGO & COMPANY
State: FL
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

Complaint:
Dear Wells Fargo : I am writing this letter to dispute a charge to my Wells Fargo Visa card # XXXX. I have not had enduring success disputing with your customer service assistants on the telephone. 
The timeline of this dispute is as follows : XX/XX/XXXX I purchased a ticket for a XXXX XXXX XXXX XXXX to XXXX using my Wells Fargo XXXX XXXX card # XXXX XXXX XXXX. The charge was {$88.00} This charge appeared on my XX/XX/XXXX statement. 
XX/XX/XXXX I paid the full balance of my XX/XX/XXXX statement, using a {$25.00} cash-back redemption and a {$260.00} cash transfer. 
XX/XX/XXXX Wells Fargo transferred all its account servicing from Propel XXXX accounts to new XXXX XXXX XXXX credit card accounts. My first account statement dated XX/XX/XXXX from XXXX reflects that my previous account balance was paid in full. 
XX/XX/XXXX My new XXXX statement balance was {$170.00}. This was paid in full XX/XX/XXXX. 
XX/XX/XXXX My XXXX statement XX/XX/XXXX had on it another charge of {$88.00} for the same XXXX XXXX flight that I took in XXXX, even though this charge had already been paid on XX/XX/XXXX. 
XX/XX/XXXX I disputed this charge, noting it was an obvious double-billing for the same service. I spoke with XXXX different assistants in XXXX different departments, and we agreed that this was an error in billing caused by the XXXX changeover. These conversations took more than an hour combined.The customer service assistants agreed, and a dispute ref # XXXX was put in the computer system, and a {$88.00} credit was issued to my account XX/XX/XXXX to rectify the error. 
XX/XX/XXXX statement was paid in full. 
XX/XX/XXXX statement had a credit balance. 
XX/XX/XXXX XXXX statement reinstated the {$88.00} charge, and this appears on my XX/XX/XXXX statement. 
XX/XX/XXXX I called customer service again, disputing the reinstated charge. The assistants said they would temporarily credit back the additional {$88.00}. 
XX/XX/XXXX I called customer service again, as I did not see the credit applied to my account. No progress. 
XX/XX/XXXX I called customer service again, as again I did not see the credit applied to my account. I was told that the refund would be reissued. I stopped using this credit card. 
XX/XX/XXXX statement had no refund reissued. 
XX/XX/XXXX I spoke with customer service assistants again. I am told that they can no longer act on this dispute, because too much time has passed from the time of the disputed charge. They can not reopen it. Apparently, I am still obliged to pay the {$88.00} a second time. 

Despite the courteous conversations I had with numerous customer service assistants over the course of XXXX months, the computer algorithms at Wells Fargo insist on double-billing me for the airline flight. I am left with a decision between paying twice for a charge, or being permanently in debt to Wells Fargo. 
I am hoping that this letter will move you to refund the second charge for {$88.00} that is still outstanding in my account. Thank you. XXXX XXXX cc : CFPB

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 monetary relief