Consumer complaint received 2023-02-28
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid 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:
Wells Fargo is refusing to reverse my charge for a flight that was purchased, I am dissatisfied with the goods/services because they were not even provided. I had tried to resolve it with the merchant before escalating the matter and disputing the charge. The flight was purchased through XXXX XXXX on XX/XX/XXXX for the amount of {$1200.00}. I contacted the merchant on XX/XX/XXXX due to issues with the connecting flight, the flight had to be cancelled, the merchant said I would need to rebook a flight by XX/XX/XXXX or fees would be deducted from my ticket price. I was never given a confirmation of the cancellation or any email/record of a credit or anything in regards to my flight other than the booking confirmation number. After doing research and searching the merchants website I found a flight I could work with so I called back on XX/XX/XXXX to rebook. The merchant then tried to charge me {$50.00} to rebook/process the change, there was suppose to be no fees but they did not follow their own policy. They also tried to charge me an additional {$800.00} dollars more for a flight that was listed on their website for {$1200.00}. I tried to resolve the issue with the merchant but was not getting anywhere with them over the phone. The merchant did not provide the goods/service that were outlined in their policy, they were not following their own policy and it seemed as if I was being scammed so then I filed the dispute with Wells Fargo XXXX XX/XX/XXXX. I went through the process of sending them information and details in regards to my case such as pictures and statements. I finally get a response XX/XX/XXXX over the phone, they told me the charge will not be reversed because I had accepted the credit from the merchant which is completely false, I had never accepted a credit. I was not even given an option for accepting or declining. The flight was cancelled, no goods or services were provided, I was told my ticket purchased is non refundable and that I will need to rebook before XX/XX/XXXX or fees will apply. I followed the information that was given to me through the merchant, there was no transparency in regards to their fees, flight prices and policies even though it was clearly visible on their website. The merchant would not even follow their own policy, I tried to resolve the issue with the merchant but there was no other choice in the matter besides having to call their customer service when rebooking. In the end there were no goods/service provided. With all the information and evidence I provided to Wells Fargo they would not reverse the transaction, it's as if there was no investigation in regards to my dispute. The entire dispute process seems as if Wells Fargo did nothing on my behalf in trying to resolve the matter until XX/XX/XXXX when they closed my case.

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