Consumer complaint received 2024-06-15
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY (TX)

Details of the Incident : I am writing to file a complaint against Wells Fargo regarding their refusal to address my chargeback request for five transactions, each amounting to {$1000.00}, made on XX/XX/XXXX. These transactions were for a return flight from XXXXXXXX XXXX XXXX to XXXX, XXXX, booked with XXXX XXXX for my family and myself, totaling five tickets. The details of the incident are as follows : Flight Booking and Issues : Transaction Date : XX/XX/XXXX Departure Date ( date of service ) : XX/XX/XXXX Itinerary : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( and return ). 

Problems Encountered : XXXX. Flight Delays and Cancellations : The first flight from XXXX to XXXX was delayed for over three hours. 
The flight from XXXX to XXXX was canceled around XXXX XXXX  on XX/XX/XXXX, without any communication or instructions from XXXX XXXX. 
Lack of Assistance : My family, including three children and my pregnant wife, XXXX XXXX, had to leave the airport and book accommodation with XXXX for the night of XX/XX/XXXX. XXXX XXXX, a partner of XXXX, provided accommodation for the night of XX/XX/XXXX. After numerous calls and chats with XXXX, they rebooked us for a flight on XX/XX/XXXX. XXXX is not our home city, and we do not have any friends or relatives there to host us, so we had to arrange and pay for accommodations for two nights. 

XXXX. As international travelers, the airline is liable for checked baggage. We checked five bags on XX/XX/XXXX, and one of them was damaged by water while in the airline 's possession between XX/XX/XXXX and XX/XX/XXXX. The damaged bag tag iXXXX XXXX XXXX XXXXXXXX XXXX under XXXX XXXX 's name. Upon arrival in XXXX, XXXX, we found the contents of one bag were damaged by water. Despite reporting this immediately to XXXX, no action was taken. 

XXXX. Poor Service : During the flight from XXXX to XXXX, the crew refused to provide drinking water to my pregnant wife, XXXX XXXX. 

Violations by XXXX XXXX : XXXX Regulation ( XXXX ) No XXXX : Since XXXX, an XXXX XXXX, issued the tickets, this regulation applies to the entire journey. 
Article XXXX : XXXX applies to passengers flying from a non-EU country to an XXXX XXXX XXXX if the flight is operated by an XXXX XXXX. 
Article XXXX : Obligations fall on the operating carrier, regardless of whether the flight is operated with its own aircraft, leased aircraft, or other arrangements. 
Article XXXX : Right to care, which includes meals, refreshments, hotel accommodation, and transport between the airport and accommodation. 

XXXX XXXX ( XXXX ) Article XXXX - Death and Injury of Passengers - Damage to Baggage : Paragraph XXXX : " The carrier is liable for damage sustained in case of destruction or loss of, or damage to, checked baggage upon condition only that the event which caused the destruction, loss, or damage took place on board the aircraft or during any period within which the checked baggage was in the charge of the carrier. '' XXXX XXXX ( XXXX ) Article XXXX - Liability of the Carrier : Paragraph XXXX : " The carrier is liable for damage sustained in the event of the destruction or loss of, or of damage to, any checked baggage or any goods, if the occurrence which caused the damage so sustained took place during the transportation by air. '' Confirmation Emails from XXXX : In the confirmation emails received after booking the flight with XXXX, they included a document titled XXXX XXXX XXXX Conditions Carriage where it states : The transport undertaken by virtue of this contract is subject to the rules and limitations of Responsibility established by the XXXX Convention on XXXX XX/XX/XXXX, Regulation ( XXXX ) XXXX, and Regulation ( XXXX ) XXXX. 
Notice of liability limitations : the XXXX XXXX or the XXXX XXXX XXXX be applicable to your journey and these conventions govern and may limit the liability of air carriers for death or bodily injury, for loss of or damage to baggage, and for delay. 

Attempts to Resolve the Issue : I filed complaints with XXXX on XX/XX/XXXX, seeking compensation for accommodation, transportation, and the damage to the checked baggage. XXXX has not responded to these complaints. 
I attempted to file a dispute with Wells Fargo online on XX/XX/XXXX and XXXX, XXXX, but experienced technical issues with their system. 
I called Wells Fargo at ( XXXX ) XXXX on XX/XX/XXXX, at XXXX XXXX  Central Time ( XXXX, TX time ) and explained the situation. Despite explaining that I did not receive the service as expected and that XXXX violated their policies, Wells Fargo refused to dispute the charges without investigating the situation. 
Request for CFPB Assistance : I am seeking a chargeback under the Fair Credit Billing Act ( FCBA ) and other applicable regulations against XXXX XXXX for the five transactions made on XX/XX/XXXX. I request the CFPB 's assistance in compelling Wells Fargo to properly investigate my case and issue the chargebacks.