Consumer complaint received 2017-01-27
Company: WELLS FARGO & COMPANY
State: DE
Product: Credit card
Issue: Transaction issue

Complaint:
I purchased tickets for " XXXX '' musical at the XXXX ( XXXX ) on XX/XX/XXXX in the amount of {$330.00} on my Wells Fargo Credit Card. However I thought I selected Saturday instead of Sunday. Immediately ( less than 10 minutes ) after noticing the error, I contacted the vendor on a chat session ( only available form of communication ) and they clearly stated that they have a no refund policy/exchange policy. The only recourse in which they recommended, is that I personally resale the tickets. I then contacted Wells Fargo customer service and clearly explained the aforementioned occurrence. I alerted the representative that the conversation was on chat and once we ended our conversation, I forwarded the full chat session to the representative.I was very clear that the vendor noted the no refund and/or exchange policy. Wells Fargo credit card customer service representative told me that I would not have to pay for the tickets and to go ahead and purchase the desired tickets as long as I do not use the tickets, and the charge will be immediately removed from my account as it is in dispute. I noted that I would not even print the tickets out, so that there is no misunderstanding or no way they could claim that the tickets were used by me. Customer service noted that this claim would be sent to a specialist and that they would follow up with me within the next couple of days. I therefore proceeded to order the correct tickets. I attended the show on that upcoming Saturday. Early the next week I received a call from a specialist who fully went over what the credit card specialist will do as it relates to my claim. She used words like " try '' and there is " no guarantee '' that you will not be responsible for these charges. I immediately notified her that, that was not the information in which I was given when I filed the claim. She noted that, I should have not been told that and she do everything she could to fight the claim and notify her supervisor to review my claim of what I was told by the previous customer service representative. I XXXX, I received a letter from Wells Fargo stating that, I would be responsible for payment because the merchant policies were clear in regards to no refund/no exchanges. I immediately contacted the customer service specialist and disputed there findings based upon the direction of the first customer service representative that told me to order the 2nd set of tickets. Her actions, negated me the " choice '' as to whether I could risk being charged for 2 sets of tickets. Had she notified me that there was no guarantee then I could have made an informed decision. I was already very clear of the merchant 's policy and standings from the chat in which I forwarded to Wells Fargo. After being on the phone disputing this for about 1 whole hour, I was told that this would be escalated to the Research & Remediation Analyst. In about a month I received the same response, that I am responsible for payment and merchange policy. I then requested for the tape to be reviewed in which the representative told me that I would NOT be responsible for payment and to order the tickets. The research analyst noted that YES in fact they pulled the taped phone call and YES she did say that I would not be responsible and to order the 2nd set of tickets. However she should n't have said that and we will use that for future training, BUT you will still be responsible for payment. I once again asked for the next level because it is unfair business practice that I was given the wrong information by a XXXX dollar company and I have to bear the burden, when the decision was taken out of my hands. The end results is that Wells Fargo is standing by their decision NOT to withdraw the charge from my account and that I am responsible for there error and they have it on tape that it is WF fault!

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