Consumer complaint received 2019-09-11
Company: WELLS FARGO & COMPANY
State: VA
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 made a reservation a car rental from XX/XX/2019 to XX/XX/2019 in Washington DC XXXX XXXX through the third part XXXX. [ My booking number is # XXXX ] I did NOT make a reservation directly from XXXX car rental. 

My price for this rental was XXXX {$210.00}. My Wells Fargo debit/credit card was only charged {$210.00} and the difference was charged at the XXXX XXXX desk with my different credit card when I got a car in XX/XX/2019. 

Initially, I have made a reservation on XX/XX/XXXX through XXXX. XXXX did not take my Wells Fargo debit/credit card when I was in XX/XX/XXXX around XXXX XXXX. The reason was they take only the major credit card. [ I was not very happy with their customer service. ] I went back to home and got a rental car the next day in XX/XX/2019 early morning around XXXX. 

Smelling inside of the car was not horribly bad when I just got in the car. But, I asked them to have another car, but I was told that another car is the upgraded car / different price so I could not get another car. 
Bad smell from the car was very unpleasant to deal with when I was driving and especially when the air conditioner was turn on. I was going to exchange to another car if I see other locations XXXX rental car on the way driving ; however, I could not find any other locations. Eventually, I had to stop by the store to get an air fresh for the car. 

I called the website in XX/XX/2019, where I have booked a reservation for the car and complained about it. I asked them to have credit the money back to my account for unsatisfied service. They told me that I needed to call XXXX directly about the issue. 

I called XXXX in XX/XX/2019 but I was told the same thing that I needed to call the website where I have booked it. I called them but, they have rejected my complaint. 

I called XXXX and they have promised me to give free coupons instead of refunding the money. I was told it take 7 days to process to get a promo code to use but I have never received the promo code and have called them so many times. I was told the same things over and over again. 

I am disputing the charge was they ( XXXX ) have not promised why they told me to do so. 

Wells Fargo has sent a letter to provide more information about the issue and I need to respond by XX/XX/XXXX which I just got the letter from them in XX/XX/XXXX when I get home late night. I have not had a change to call because it was too late to call and they closed. 
I called them the next day, XX/XX/XXXX about my claim. I was told a provisional credit of {$210.00} would reverse. 
They have not even given enough time to me to provide my situation to resolve the issue. 
It was not fair to me and they do not consider their customer. 
For that reason, I would like to report a satisfaction service that provided 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