Consumer complaint received 2022-01-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX of 2021 in the morning, I made a reservation for XXXXXXXX XXXX XXXX XXXX  XXXX and XXXX XXXX The hotel and theme park fees totaled XXXX. After making the reservation, XXXXXXXX XXXX website went down abruptly, and I was unable to access my reservation online. I needed to access the reservation because I was planning to cancel it. I called their customer service line, but the wait time was two hours. Even after two hours, no one answered. Due to their website not working and their customer service team not answering, I could not view my reservation online in those twenty-four hours. XXXXXXXX XXXX  website was not very user-friendly and their customer service team was unresponsive. The next day, after being left on hold for three hours, I finally spoke with a representative about the reservation. While on the phone with the representative, I decided I did not want to keep my reservation because of issues with traveling and their poor customer service. XXXXXXXX XXXX cancellation policy is that trips need to be canceled five days before arrival to receive a refund. They do not have a policy for reservations that are made four days and under before arrival. They lied to Wells Fargo about their policy. They indicated that I did not cancel five days before arrival, but I hadnt even made the reservation yet. They never addressed this fact with me or Wells Fargo. Aside from the fact that they did not have a policy for canceling my reservation, it had not even been forty-eight hours since I made the reservation, but XXXX refused to let me cancel. According to them, because it was now basically four days before arrival, they would not be able to honor my cancellation request. I told them that it took a day longer to cancel the reservation because they would not respond to my calls for twenty-four hours and that their site crashed the day I booked my reservation, but they refused. I disputed the charges with Wells Fargo, which resulted in them issuing a temporary credit to me. After several months, on XX/XX/2021, Wells Fargo reversed the temporary credit on my account. They told me that they took away the credit on my checking account because XXXX would not allow refunds within that time frame. Wells Fargo disregarded all of what I told them about XXXX site crashing the day I booked the reservation, in addition to their unresponsiveness to my calls that day. I tried to follow up with Wells Fargo about the dispute, but they have refused to help me. Wells Fargo 's corporate office had also ignored my attempts to reach out to them. My family has been banking with Wells Fargo for years, but instead of helping me, they defended Disneylands faulty policies and poor customer service. On XX/XX/XXXX, Wells Fargo finally replied to me. They did not address any of the issues I mentioned. They dismissed all of the issues I brought to their attention because I made the XXXX purchase with my debit card. I never contested that I purchased the trip with my debit card, but I did contest how XXXX handled the entire situation. Both Wells Fargo and XXXX are unethical.

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