Consumer complaint received 2018-11-16
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hi, I am writing this complaint in regards to a dispute. I booked a flight for a friend on XX/XX/2018. The website is called XXXX and the dispute amount is {$370.00}. I entered all the information such as name, Date of Birth, departure airport and arrival airport correctly. Please, see attachment. 
However, when me and my friend checked XXXX and XXXX websites. Please, note that the flight originated in XXXX XXXX with layovers in XXXX and XXXX involving two airlines i.e., XXXX and XXXX. The name appeared incorrectly on XXXX and XXXX website. We called XXXX and XXXX and they told us that the name is indeed incorrect in the system and must be corrected otherwise, XXXX XXXX will not be able to fly due to federal laws. Federal laws require that the name appears on the ticket/boarding pass exactly how it appears on the ID. 

Passengers name : XXXX XXXX How it appears on XXXX and XXXX : XXXX XXXX On XXXX the website asks for the following. Title Name Surname. As you can see in attachment, it was correctly entered by me in XXXX   website. XXXX isnt an American website and does things differently. For example, American websites ask for name, middle name and last name. Clearly, they dont follow exactly how things are done in the US. They messed up the name from XXXX to XXXX somehow. 

After XXXX and XXXX told me to contact booking agency, I contacted XXXX and asked them to verify the name. They assured me the name was entered correctly. However, I was still skeptical and told them how it appears on XXXX website. They acknowledged that the name appears differently but maintained that it wouldnt affect the passenger. However, both XXXX and and TSA have very strict policies. I have attached XXXX policy please see page 12. Passengers name must appear exactly how it appears on the ID. Similarly, I have attached TSAs policy ( see page 3 and 4 ). 

XXXX showed up at the airport but she was denied entry because her name appeared differently on the ticket/boarding pass vs her ID. She tried to reason with XXXX staff but failed. They told her to contact the booking agency as the information such as name, date of birth and itinerary comes directly from them. Clearly, During the transition of the name from XXXX   to XXXX something went wrong. 

I filed a dispute after this. However, I was initially denied the claim. XXXX  provided the same documentation I provided the bank. They provided information stating that the name was correctly entered from there end. However, failed to prove that it appeared correctly in XXXX  system. The name was correctly entered by me to XXXX and it appears correct in XXXX  system but not in XXXX system. In addition, XXXX used my email to twisted one of my emails to use against me in which I mentioned that XXXX may not be able to go because of her ailing grandmother. Her grandmother ended up passing away. However, she still went to the airport because her grandmother wanted her to go even if she passed away. My dispute was denied by wellsfargo on the basis of misleading information provided by the XXXX. I then provided a complete set of documents to wellsfargo but I never heard back from them. After this, I decided to take matters in my own hand and after contacting XXXX. they assured me that I would get some part of that transaction back. However, I never got anything back form XXXX. When I contacted XXXX they told me they have processed a refund for me on XX/XX/2018. I havent received this refund. Please, see attachment. In addition, this flight was cancelled and therefore there is another reason why I should be given a refund. 

I am requesting CFPB to help me get back that money. It has been processed and refunded by XXXX and XXXX has no right to keep it. I contacted them and they told me to go through wellsfargo. 



1. Booking on my XXXX 2. Jpeg showing the name as it appeared on XXXX and XXXX website 3. Concern to XXXX 4. Response from XXXX ( In response 2, they acknowledged that the name might be different in XXXX XXXX   website ) 5. XXXX policy 6. TSA policy 7. XXXX response

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