Consumer complaint received 2023-10-23
Company: WELLS FARGO & COMPANY
State: FL
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:
Using the XXXX app, I booked XXXX night at the XXXX by XXXX XXXX in XXXX, PA. The app reserved the room using my XXXX XXXX XXXX XXXX. When I checked into the hotel on XX/XX/2023, the desk clerk requested a credit card for any additional items. Since I did not have my XXXX credit card with me, I gave the desk clerk my Wells Fargo credit card. My husband and I then went out for dinner in a nearby town and returned without charging anything to the room. When we checked out of the hotel on XX/XX/2023, I asked for a copy of the bill. The only charges were for the guest room and tax, which was charged to my XXXX XXXX card ( see copy ). I was told that there were no charges on my Wells Fargo credit card so no additional receipt was provided. 

I paid both credit cards in full on XX/XX/2023. The following day, I reviewed all the charges to verify the accuracy and noticed that the XXXX by XXXX hotel had charged my Wells Fargo credit card {$32.00} on XX/XX/2023 ( see copy of credit card statement ). I called the hotel and asked about the {$32.00} charge. The hotel XXXX said that she had no evidence of such a charge on my hotel room or on my Wells Fargo credit card. I asked that she have the accounting area investigate the issue and contact me with the result of the investigation. I stated that I was filing a dispute with Wells Fargo. I called Wells Fargo, stated that I had just spoken directly with the hotel, and submitted a dispute over the telephone describing the details of the situation. 

At XXXX on XX/XX/2023, I received a call from XXXX. The caller said that he was with Wells Fargo and was investigating this credit card dispute. He asked me whether I had first contacted the hotel. I said that I had and noted that I had told the Wells Fargo employee that originally accepted the dispute. I gave him the details that I had already given to the initial employee. He told me that the dispute was not valid and that the transaction was not a fraud since I gave the hotel my credit card when I checked into the hotel. I stressed that I had not authorized the transaction. When I gave the hotel my credit card, I only authorized it to be used for anything that I might purchase during my stay. The Wells Fargo employee stated that the unauthorized transaction did not involve Wells Fargo and that I had to handle it by myself with the hotel directly. I repeated that I had tried that before contacting Wells Fargo about the unauthorized credit card. 

It was very clear that the Wells Fargo employee was attempting to discourage me from acting on my rights to only be held accountable for charges that I authorize. 

If Wells Fargo is willing to act so aggressively on a {$32.00} dispute, it is highly likely that this is a standard bank practice.

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 non-monetary relief