Consumer complaint received 2023-02-22
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
- I booked a flight with XXXX via XXXX on XX/XX/2023 at XXXX - confirmation : XXXX for {$380.00} ( flight and baggage ) - Within 24 hours, I called them at XXXX to put me on an earlier flight on XX/XX/2023 at XXXXXXXX XXXX. XXXX told me he can't find one on his end but I could check online and see if there's one available. He also told me that he can go ahead and cancel the flight and get a full refund since I am within 24 hours period. I told him don't cancel yet ( to make sure I have a flight back home ) and I will try to find another flight first. Spoke with him for 8 minutes. 

- Within minutes, I found a flight online with the same airline and called them back at XX/XX/2023 XXXXXXXX XXXX. This time, I'm asking them to cancel my flight and asked for a full refund back to my card. The agent told me that I can't get a refund to my card but a voucher. I told him that this is not what the first agent told me. He said he will have to listen to the recoding and call me back right after. He said he will note our conversation. We were on the phone for 6 minutes. 

- Time passed, so I decided to call back at XXXXXXXX XXXX on the same day to follow up. Person who answered had no knowledge of my conversation and there was no comments or messages written down. I had to explain myself again. He said the same thing the other agent said about listening to the recordings of the previous agent before he can grant my request to cancel my flight and issue me a full refund back to my card.This time he said he will call me back in 2 hours. We were on the phone for 20 minutes. 

- A day passed, I decided to call them back on XX/XX/2023 at XXXXXXXX XXXX I got the same answer that no notes were written down and I had to explain myself again. I was on the call with them for 17 minutes. So, I decided to just handle this situation when I get back to the US instead. 

- I returned to the US on XX/XX/2023 around noon. This time, I decide to call my bank, Wells Fargo, to assist. They told that they will help me and filed a dispute on my behalf. They said that there's nothing to worry about and will handle the issue from here on. 

- Today I received a letter from Wells Fargo dated XX/XX/2023 stating they sided with the merchant because they provided documentation. I called Wells Fargo at XXXX right away. The agent I spoke to told me she can't do anything since Visa made the decision. I asked for Visa 's number so I can make an appeal, and the agent gave me XXXX to call. I called the number, and the Visa agent told me that I need to talk to Wells Fargo not Visa. 

Bottom line is, I tried to cancel the flight mentioned above several times, but XXXX was giving me the run around and did not honor what they told me from the beginning. Now it's my bank, Wells Fargo, who I had for over a decade or so, is giving me the run around. The amount in question I can earn again but the lack of principle and integrity is what bothers me. I hope the CFPB can help me resolve this matter and get my refund due to 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