Consumer complaint received 2023-10-24
Company: WELLS FARGO & COMPANY
State: NY
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:
I found an apartment first on XXXX in XXXX for a 3 week stay. I was directed to XXXX XXXX via their XXXX number to check on availability. My dates were available when I messaged then, so I went ahead with the booking. The person I was connected with, XXXX at XXXX, sent me a XXXX  Genius Travel link to complete my booking. From there they sent me payment instructions as follows : " XXXX is authorized to accept and secure Accommodation Fees and Security Deposit on behalf of the Host as its limited agent. This means that your payment obligation to the Host is satisfied by your payment to us. This helps ensure that both parties are protected under our Terms of Service. Here is how XXXX processes payments : 1.XXXX charges guests when the reservation is approved. 2.XXXX releases money to hosts only 24 hours after the guest checks in. ACCOUNT HOLDER : XXXX XXXX BANK NAME : XXXX XXXX, XXXX XXXX : XXXX SWIFT : XXXX ADDRESS : XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX, XXXX INSTANT TRANSFERS - CREDIT CARD / DEBIT CARD INSTANT TRANSFERS REVOLUT You must use the exact payment details as written above and only the indicated payment reference. Account names are generated to be unique for each transaction so we can promptly identify and process your payments. '' I used the link connected to " INSTANT TRANSFERS - CREDIT CARD / DEBIT CARD '' which sent me to XXXX. 

Before sending money via XXXX to secure the accommodations, I called Wells Fargo to discuss the transaction. The representative I spoke to on XX/XX/2023 said the transaction would be covered by Wells Fargo 's fraud protection, so I could proceed without worry. XXXX seemed like a legitimate company when through a quick online search of the name, so I used my Wells Fargo Visa card to send payment. 

I sent 4 transactions due to a limit on the amount I could send via XXXX in one day. I sent two payments of {$3000.00}, one payment of {$850.00}, and one payment of {$93.00}. 

Then I went to my reservation page on XXXX, I used the chat function to try to connect my new reservation to my current XXXX account ( going through the link provided sent me to the reservation and payment ). The person on the chat was from XXXX XXXX and to connect the reservation to my XXXX account, they said I needed to upload proof of payment to the reservation which they helped me with. I did have to give the person from XXXX on the chat my credit card number used to make the payments. 

Shortly after the chat ended and it seemed like I was on my way to getting the new reservation added to my booking.com account, I got a text from my credit card fraud department stating XXXX large transactions were prevented from going through in XXXX, XXXX. I called Wells Fargo immediately to tell them what was going on, but now it all seemed to be suspicious ( which turned out to be true ). I have tried to contact travel-villas.com website, booking.com customer services, and the chat function on my reservation page on booking.com. No one from the property has responded, and booking.com makes it impossible to get help from them directly. XXXX 's customer service won't let you into your reservation unless you have a confirmation code and PIN from booking.com. I was never able to get through to secure one or the other to access the reservation. 

I have filed 3 fraud claims with Wells Fargo and said they were looking into the matter and temporarily put a hold on the charges, however, I could never get help directly with airbnb, XXXX and XXXX. Eventually, I got a letter rejecting my claim and the charges were put back onto my account. 

I have tried to resolve this issue with Wells Fargo a few times to no avail and no real help. I filed a complaint with them, but as I said, the complaint was not resolved in my favor, so I disputed the resolution. The dispute also did not get resolved in my favor. I was never contacted to discuss the fraud, the rejection of my case, or the supporting documents I submitted with my dispute ( which I requested upon submitting the documentation for the dispute so that Wells Fargo might understand more fully the situaiton ). 

I have filed another dispute within the last week and am waiting to hear back from Wells Fargo again. I have a feeling they will never actually pursue the parties on the documentation I have given them since it does not seem like they did the first two times I disputed the fraudulent charges. I was hoping Wells Fargo, who has much more influence ( and relationships with ) the well known, online companies I used to try to book accommodations for myself and family in XXXX, would be able to actually help me and perhaps find the person or persons who stole from me. Instead, they have given me no information as to how they went about deciding the transaction should be entirely repaid by me. It is a very large amount of money, so I am hoping for some help. 

The companies involved are : XXXX ( I filed a separate complaint against them ) XXXX ( where I found the apartment at first ) XXXX ( who said they managed the apartment ) XXXX ( where the reservation was booked ) XXXX XXXX XXXX XXXX ( where XXXX sent the payment for the apartment ) XXXX : I will submit the same documents to support this claim as my other claim against XXXX. The description of events above will also be seen on two other complaints I filed ( with the FTC and FBI ), but updated with new information.

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 non-monetary relief