Consumer complaint received 2022-01-07
Company: WELLS FARGO & COMPANY
State: NY
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:
I tried feverishly to get back money from Wells Fargo visa that I paid for a hotel in XXXX. One charge was in the amount of {$180.00} made on XX/XX/21 ; the other charge was processed on XX/XX/21 in the amount of {$63.00} On XX/XX/XXXX, XXXX took my initial complaint and said it will be investigated. However, a few days later a bank rep called me and said the case has been closed because the complaint was about service at a hotel that I stayed in. apparently, it seemed that they had no investigation at all and probably did me a favor by taking the complaint over the phone, to make it seem as if they tried doing something about it. Still, I tried explaining to the rep what exactly took place and the zero service and accommodations at the hotelto no avail ; she was resolute that nothing will change with the case. She said that since I stayed in the hotel, I cant dispute the charge and I should bite the bullet basically Afterwards, after pleading for a supervisor on XX/XX/XXXX, XXXX, listened to all the details and said that the case will be reopened and investigated. Interestingly, she didnt mention a word about the so called issue they had with disputing a charge of a hotel service that I remained in. importantly, I clarified the following issues I had : I asked the hotel clerk before checking in if theres a quiet room, and they gave me a room on the XXXX floor, which was supposed to be quiet. But it turned out ( I didnt know its so bad in XXXX XXXX XXXX that music was so loud, that it felt like a boom box was in my room. How could I ever imagine such a scenario on a XXXX floor where music would keep me up all night. Additionally, there was no hot water at XXXX. Worse, I guess since its XXXX XXXX and they have more important things to deal with, like gambling customersno one took guest services calls. Essentially, I had to go down 17 floors whenever I wanted something. And when I asked the hotel clerk in the morning if I can get a refund if I leave the hotel, they said no way. They said they will fix the hot water issue; oh, and the noise, they said it should be quiet the second night. And yes you guessed it : the second night was all same noise Clearly, I explained to XXXX, even if I get paid to stay at a hotel like this, I would never stay there. And maybe this is precisely the problem with hotels? They know very well the rule of disputing charges at a hotelwhich is basically that if you stay at the hotel and dont leave, the bank cant refund the money to the consumer? Essentially, why would they want to have guest services, if they make millions at the casino? Ultimately, the small costumer is the one who loses with this flawed rule ( which makes no sense at all ). Naturally, I was stuck and could leave the hotel either, but suffered in vein for two days. 
Sadly, when I called back and got XXXX on the phone on XX/XX/XXXX, XXXX told me the case was never opened again. To my dismay, I explained to XXXX again the whole situation and what the issue is and that XXXX promised to reopen the case on XX/XX/XXXX. Shocking but not surprising all my talking and please fell on deaf ears. After being on the phone for half an hour, all XXXX can say was that a supervisor will call me back ( as if they are really trying to be helpful this time and only want to improve the lives of their customers ; I get it wells fargo ). Sure enough, no one ever called me back. Needless to say, the emotional roller coaster that followed with agents hanging up phones on me and promises of managers calling back Generally speaking, the utter disgust when talking to a bank like wells Fargo about disputing a charge of such a small amount, took me in to a different universe -- which is a world of lies, greed and total disregard for facts and fairness. Never have I experienced this level of crookedness by a bank where all they want to do is manipulate the consumer with excuses and contradictionsall to discourage people from disputing charges. Indeed, I never knew that banks live and breath by money. And the million dollar question is : why is a greedy bank like wells Fargo allowed to sell their service to a small consumer like me who is not equipped to fight them? Shouldnt there be some rules implemented against these banks who have no intention of being ethical and siding with their customers? 
Finally, after weeks of calling and getting no where, I tried again this week and was able to explain my case again to XXXX, but she seemed frustrated by the complexity of the problem as well. And she said that as much as she wants to help me, she cant. And I asked her the following question : What happens, for example, if someone buys a laptop and after a few days it breaks. Will a bank say that since the laptop was used for a few days and not returned right away, there can be no request for a refund? Why is it that when someone stays at a hotel, which turns out ( after being in the room for 12 hours ) thats its uninhabitable and worthlessthat person cant dispute the charge? And if the hotel doesnt want to give a refund, and theres no where to go at a late hour of XXXX, how can you penalize a person so harshly? And maybe as I mentioned earlier, this is the crux of the matter : the hotels know they can get away with it, so they feel no responsibility to provide proper service? 

This is simply a joke and unacceptable ; it needs to change

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