Consumer complaint received 2023-11-10
Company: WELLS FARGO & COMPANY
State: NY
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:
Planned a trip to XXXX with my adult son and tried to book a XXXX for 5 nights XX/XX/XXXX to XXXX XXXX, at On the XXXX XXXX in XXXX XXXX using XXXX XXXX website on XX/XX/XXXX. Realized that the room type was in error and did not have two separate beds as purchased ( even though it was their error, their website said you can make changes or cancellations ). The same day I tried to contact XXXX XXXX to fix the reservation via phone, website ( by sending a direct message ) and e-mail and could not get in touch with anyone there. XXXX  phone number was disconnected, my confirmation was sent via a no reply e-mail, no valid e-mail was provided to contact XXXX, and no one responded to my message. Additionally, I tried to contact XXXX XXXX XXXXXXXX XXXX directly via e-mail, phone and website and no one responded. XXXX XXXX XXXXXXXX never sent me a confirmation for XXXX ( but they did respond with a confirmation for the XXXX reservation ). 

I had already spent XXXX on plane tickets and our trip was less than 2 months away. Since there was no way to get in touch with XXXX  or XXXX XXXX XXXX, I started to worry that I was going to get on a plane for 10 hours to XXXX and have no hotel to stay at and felt forced to make another reservation with XXXX for the same hotel and dates. 

When I got to XXXX XXXX XXXX in XXXX XXXX, there was only one reservation for a XXXX XXXX under XXXX which I paid via XXXX. There was no additional reservation under XXXX so ultimately, they can not bill me because they did not provide me with any services. 

According to complaintsboard.com, accessed on XX/XX/XXXX  Lol.travel has been receiving a lot of negative feedback from consumers lately. Many customers have complained about the poor customer service provided by the company. They have also reported issues with booking and cancellation processes. Some customers have even claimed that they were charged more than the advertised price. Additionally, there have been complaints about the lack of transparency in the company 's policies. Overall, XXXXtravel seems to be struggling with providing a satisfactory experience for its customers. 

I had tried multiple times via email, phone, and direct messages on their website to get in touch with XXXX and XXXX XXXX XXXX XXXXXXXX prior to travel to modify the reservation due to their error or cancel it if they could not provide me with a suite with two beds as promised for me and my adult son. Additionally, their cancellation and modification policies were not clear and ultimately XXXX did not provide me with any services as there was no reservation for XXXX at XXXXXXXX XXXX XXXX so they cant continue to bill me. 

Filed a dispute with Wells Fargo but they refused to help me, havent let me speak to a supervisor, nor kept me up to date with the status of the dispute. They now expect me to just pay the bill on XX/XX/XXXX. Ive already paid XXXX for a hotel stay I was forced to make because I couldnt confirm I had a reservation with XXXX, now Im supposed to pay another XXXX for a non-existent reservation because XXXX  are crooks and Wells Fargo doesnt care about my business. Im very upset, I have excellent credit, and have never not paid a bill nor ever made a late payment but Wells Fargo like XXXX doesnt care about their clients. Wells Fargos apathy enables crooks like XXXX Travel to take advantage of customers because they know the banks will do nothing to protect their customers from fraud even though they claim to do so. Its all very upsetting and I hope you can help me.

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