Consumer complaint received 2023-12-20
Company: WELLS FARGO & COMPANY
State: CA
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:
My Wells Fargo ( WF ) credit card was charges three times from one restaurant named The XXXX XXXX XXXX  on the XXXX XXXX XXXXXXXX for the exact same amount of money ( {$110.00} ). The first charge was legitimate ( XX/XX/XXXX ) the next charge was 5 days later ( XX/XX/XXXX ) not legitimate, and the third charge was ( XXXX ) not legitimate. I was on the XXXX XXXX XXXX working for the Department of Defense doing debris cleanup after XXXX XXXX. One of the people on my team was redeploying back home after 30 days and I went to see him off and I paid for his meal and mine on XXXX I noticed the XX/XX/XXXX charge on XX/XX/XXXX and called WF to let them know that there is no way this charge could be legitimate as I had XXXX back to XXXX on XX/XX/XXXX. The person I talked to with WF also told me about the charge on XX/XX/XXXX but didn't immediately send the complaint to the fraud department. On XX/XX/XXXX I called them back again because the charges were still on my card. They asked me to try and contact the merchant myself to try and rectify the problem. XXXX is 16hrs ahead of XXXX and this being a dinner restaurant it was nearly impossible to contact them. I did send them a XXXX XXXX  note on XX/XX/XXXX and got no response. Still, the charges were not sent to the fraud department. I mentioned how this was a restaurant / bar and how difficult and unlikely it would be to charge the exact same dollar amount three separate times, and that this is not a subscription service. Finally after hearing nothing from WF I called them back on XX/XX/XXXX and as I was talking to the rep they said " I'm reading here you weren't even on island for the last charge '', and she reversed the two disputed ( XX/XX/XXXX & XX/XX/XXXX ) charges and sent the claim to the Fraud department. She said all I needed to do was make an attempt to contact the establishment and that would suffice, and I told her I had tried contacting them via XXXX XXXX and she said that would suffice. She told me the card would be cancelled and I would receive a new card and the fraud dept would contact me to discuss the claim. At no point in any of these conversations was I told to not pay my credit card balance. No calls ever came from the fraud department, and not long after my card was cancelled and the two disputed charges were put back on my card. By this time I was back in XXXX ( having been home for about 6 weeks for vacation and training ). I called back on XX/XX/XXXX to see why my claim had been denied and was told XX/XX/XXXX was a chip card point of sale so both were denied. I told them I could provide them with my official travel orders showing that I was not on XXXX at the time of the charge and that they could look at my statement and see I had no charges on the XXXX after my departure date of XX/XX/XXXX. And all charges after that were made in XXXX including around the time of the XX/XX/XXXX charge back in XXXX. I was told they would again reopen the claim. I then returned home from XXXX for the second time and on XX/XX/XXXX and on XX/XX/XXXX I faxed WF my travel orders and plane flight information showing that I was not on XXXX at the time of the XX/XX/XXXX charge. Again my claim was denied via writing saying, " you validated the transactions by continuing to make payments on your credit card ''. I had other balances on this card other than the disputed charges. I called once again in an effort to actually talk to somebody reviewing my claim and was told I would be contacted within 24-48 hours. That was XX/XX/XXXX and it is now XX/XX/XXXX. WF does not seem to want to talk to me about this problem and they are disregarding the fact I was in XXXX at the time of the third charge.

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 monetary relief