Consumer complaint received 2023-11-07
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Issue 1 : On XX/XX/XXXX, I purchased a 1 way flight on XXXX XXXX for myself -- from XXXX to XXXX to leave XX/XX/XXXX. The amount was {$140.00} and the confirmation number was XXXX. I did not realize the ticket had gone through and a few hours later -- purchased the same exact flight ( same itinerary, passenger, etc ). That amount was {$110.00} and the confirmation number was XXXX XXXX 

I then cancelled the {$140.00} flight ( XXXX ) and received a cancellation email 2 hours after the initial email. So, basically, I'd purchased 2 one-way flights with the same itinerary and same passenger and cancelled one within 2 hours. 

PER the US Department of Transportation 's 24 hour rule -- airlines are required to issue a full refund without penalty for flights cancelled within 24 hours of purchase. For some tickets, tickets must be purchases at least 7 days before a scheduled departure. ( My flight was cancelled 2 hours after purchase and was purchased on XX/XX/XXXX -- - 7 days out. It was to depart on the XXXX. I presented all of this to Wells Fargo, included the cancellation emails and DOT 's policy. The claim was denied, citing that Visa sided with XXXX. However, when I spoke to VISA, they said they don't make decisions -- -they simply provide guidance/guidelines. 

Prior to contacting Wells Fargo -- I tried reaching out to XXXX. Before booking, I did not realize the didn't have a customer service hotline. I emailed them on the XXXX and got a response on the XXXX saying I wasn't eligible for a refund, but that I could get a full credit. ( THAT was a lie. ) For 1 ) XXXX charges {$99.00} to make any changes to tickets, so how was I eligible for a refund, but not a credit? 2 ) I was within DOT guideines of cancelling the flight and receiving a refund. 

XX/XX/XXXX -- -Wells Fargo reversed the provisional credit and asked when I askesd why, they said XXXX responded to Visa and said I didn't mean the requirements. That's all I got. DESPITE the fact that all of my booking and cancellation shows that it was within DOT 's policies. 

If ANYONE looks at my booking date, cancellation date and time, the departure date, and the DOT 's guildlines- it should've have been obvious I was eligible for a full refund. 

I have SINCE gotten in touch with XXXX via XXXX XXXX This time, they told me to file a dispute with them for duplicate purchase ( since I had 2 flights for the same person and the same dates and cities. ) After doing so -- -they then said they couldn't do anything since there was a chargeback with the bank. HOWEVER, the bank has reversed the claim. So XXXX got FOUR ( 4 ) one-way flights from me and of course, I only took 2 flights Issue # 2 : On XX/XX/XXXX, I also booked a return trip on XXXX airline ( from XXXX to XXXX ) to depart XX/XX/XXXX. The flight was scheduled to leave XX/XX/XXXX. This flight was {$160.00} and Confirmation XXXX. 

However, when I looked at the confirmation email that was sent -- it wasn't the flight that I booked. The times were different ( similar departure times, but the emailed flight had a 7 hour layer in XXXX and wouldn't arrive in NC until midnight. Again -- I tried to get in contact with XXXX about this change, but I couldn't. I was given form responses that I would have to pay {$99.00} change fee, despite me booking the correct flight initially. SO -- -I was forced to cancel the XX/XX/XXXX XXXX flight and book ANOTHER flight that was {$210.00} ( # XXXX ) and had the correct times. 

So, I filed a dispute for flight Confirmation XXXX ( which left 30 mins earlier than what I'd originally booked ) and arrived 12 hour later. 

In sum -- I purchased 4 one-way flights from XXXX. ( 2 for the same itinenary and cancelled one within 2 hours of purchase and 7 days of departure ). The other 2 one-ways ( same itinerary and passenger ) and cancelled one and repurchased b/c the dates on the confirmation were wrong and XXXX wouldn't fix it. 

I spent a total of over {$600.00} on 4 one-way flight and only took 2 and I am eligible for a refund. This was my first time flying with them, but it's been a nightmare and even more so that Wells Fargo who I've been with since XXXX is not properly reviewing guidelines.

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 explanation