Consumer complaint received 2023-01-08
Company: WELLS FARGO & COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am writing today about a charge that was made on my Wells Fargo credit card ( Ref. Claim No. XXXX ) in the amount of {$1100.00} from the company XXXX, which took place on XXXX. 

On XXXX I used by Wells Faro Visa Credit Card ending in XXXX to purchase airline tickets through a XXXX party service called XXXX. The tickets were for a round trip to XXXX, XXXX set to take off from New York ( XXXX ) on XXXX returning from XXXX to New York ( XXXX ) on XXXX. 

I was quoted {$1000.00} after I entered my Wells Fargo Visa Credit Card information and before I clicked Buy on the company 's website. ( Please see attached photo reference in attached Email 1 ). After the payment went through, I realized I had been charged {$1100.00} by kissandfly.com instead of the original amount quoted. 

I immediately contacted the company on XXXX and a representative on the phone told me that I was notified of a price change before I submitted payment. I told them I was not notified of a price change and sent them XXXX XXXX as proof. I received no reply so I called again on XXXX and requested that they cancel my booking immediately without penalty since I was within the XXXX grace period where a customer can cancel an airline ticket purchase with no penalty for full refund. 

US Department of Transportation Law states that consumers have the legal right to cancel any airline ticket purchased within XXXX hours of the initial purchase without penalty and with a full refund to the customer. 

The airlines that I purchased tickets on were XXXX XXXX and XXXX XXXX. Both airlines representatives said that I absolutely had the right to cancel within XXXX hours, but the cancellation had to be through kissandfly.com since they were the third-party service provider. 
XXXX XXXX under the Refunds section XXXX XXXX under section XXXX Allow reservations to be Held or Cancelled for a certain period of Time On XXXX the XXXX representative agreed that I could be refunded and asked that I fill out a cancellation request on their website so they could approve the request since I was within XXXX hours of the initial purchase- please see attached Email XXXX. I completed the online refund request at XXXX XXXX ET on XXXX. I then received attached Email XXXX at XXXX XXXX ET on XXXX stating that I was being issued a refund, but I had to accept the refund by XXXX XXXX  ET that same day XXXX, otherwise I would not be issued a refund. 

I was not awake at XXXX XXXX ET to respond and agree ( nor would most anyone be for that matter ) and to impose a subsequent XXXX deadline to accept the refund by XXXX XXXX ET is absurd and purposefully deceitful. They then canceled the request and told me that I was no longer within the XXXX window and that they could not refund me- please see attached Email XXXX. This is incredibly unethical and harmful to me and other consumers. I was legally owed a refund and was manipulated and unlawfully forced out of that refund that was owed to me. 

I disputed this charge, explained this situation, and provided supporting documentation to Wells Fargo on XX/XX/2022. I was notified by Wells Fargo on XX/XX/2022 that they would not refund the charge and that I would be forced to pay the charge from XXXX 

Today I would like to submit a formal complaint as I believe the review and dispute process was cumbersome, opaque, and biased. The outcome was wrong and I beleive I was wrongly charged by kissandlfy.com Please let me know if I can provide any further detail. Thank you.

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