Consumer complaint received 2023-10-12
Company: WELLS FARGO & COMPANY
State: AZ
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:
XXXX XXXX  told me this charge was reversed & permanently credited to me on XX/XX/. A confirming email was sent to me on XXXX. But... 

XXXX XXXX XXXX XXXX XXXX, AZ XXXXXXXX XXXX XXXX XXXX Wells Fargo Bank XXXX XXXX XXXX XXXX XXXX XXXX IA XXXX Re : Failure of XXXX to credit my Visa account for {$39.00} Name and Account number : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Dollar amount of error : {$39.00} Description of the error : My current statementAccount ending in XXXX Statement Period XXXX to XXXXshows the amount of {$39.00} now added to the amount I owe. 

The crux of the issue is that XXXX XXXX self-pick-up vehicles. I rented one in XXXX for XXXX XXXX XXXX It was in a garage with no attendant and an electric gate for which XXXX gave me no code or pass. I was unable to exit the garage with the vehicle. I spent over two hours attempting to clarify the situation with XXXX ; XXXX offered no resolution. So I told them I was returning the key and expected a refund. See below for a record of the most relevant communications among XXXX, Wells Fargo and me regarding this matterall of which I have explained to those who answer your dispute line. 

I will appreciate your attention to this matter in a constructive approach which resolves the issue for all of us. 

Very truly yours, XXXX XXXX On XX/XX/, I received the following email from XXXX Support : Hello XXXX, Thank you for taking the time to consider borrowing a vehicle from XXXX and reaching out to us. As per your request, your reservation was canceled. We hope that you consider XXXX in the future. Your reservation has been canceled, and you will receive a full refund. 
Best Regards, XXXX  Support On or about XX/XX/ Wells Fargo wrote me the following : Were making progress on your dispute Dispute Number : XXXX Date Posted : XXXX Merchant Name : XXXX XXXX XXXX Amount of Transaction : XXXX Card Number : XXXX Status : Waiting on Merchant Based on the information youve provided, the merchant may owe you a refund. 
The merchant has up to 30 days to look into this and get back to us. 
Well let you know as soon as we hear from the merchant. Until then, thank you for your patience. 
Questions about your dispute? 
Call us at XXXX Sun- Sat : XXXX XXXX XXXX XXXX XXXX Central Time Fax Number XXXX Sincerely, Wells Fargo Claims Assistance Center On XX/XX/XXXX, Wells Fargo sent me this email : Dispute Number : XXXX Date Posted : XXXX Merchant Name : XXXX XXXX XXXX Amount of Transaction : XXXX Card Number : XXXX Status : Call Us We need to speak with you about your dispute, but we havent been able to reach you by phone or email. 
Please call us at XXXX Sun - Sat : XXXX XXXX XXXX XXXX XXXX Central Time within 2 days from the date of this message. 
If we do not hear back from you, we will continue our investigation with the information currently available to us. 
Questions about your dispute? 
Call us at XXXX Sun- Sat : XXXX XXXX XXXX XXXX XXXX Central Time Fax Number XXXX Sincerely, Wells Fargo Claims Assistance Center On XX/XX/XXXX, I replied to this email : Tell me what information/action you need. In an email dated XX/XX/XXXX, you told me XXXX had 30 days to respond. 30 days have not passed. 
I have seen no credit posted to my Wells Fargo Visa account in the meanwhile. Have you heard from XXXX? 
Do you want me to send you the emails you sent me? I still have them. 
XXXX XXXX XX/XX/XXXX, I also called the phone number cited in this email and had a discussion with the dispute department personnel. I was told I needed to do nothing more. 

On XX/XX/ I received this email from Wells Fargo : We're making progress on your dispute Dispute Number : XXXX Date Posted : XXXX  Merchant Name : XXXX XXXX XXXX Amount of Transaction : XXXX Card Number : XXXX Status : Temporary Credit We are currently investigating your dispute. This review could take up to 60 days to complete. 
In the meantime, weve temporarily credited your account ( this can take 48 hours to show on your account ) for the amount of the disputed transaction. 
If the merchant agrees that you are owed a refund, the temporary credit becomes permanent, and well close your dispute. 
If the merchant disagrees with our request, well contact you with more details on what happens next. 
* A notation may appear on your next billing statement advising you that the amount of your dispute is not required for payment. This notice will be removed after the statement period closes, unless you have another dispute open or under review. Waiting until the statement closes ensures that you will not be charged any finance charges or fees on the disputed transaction while under investigation. 
Questions about your dispute? 
Call us at XXXX Sun- Sat : XXXX XXXX XXXX XXXX XXXX Central Time Fax Number XXXX Sincerely, Wells Fargo Claims Assistance Center

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