Consumer complaint received 2026-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: MI

Complaint narrative:
Dear Sir or Madam, I am writing to complain about the denial of my credit card dispute ( case number : XXXX ) and to request a thorough investigation of the case. The wellsfargo let me contact the merchant. Yes, I contacted the XXXX XXXX XXXX. And I have received the response from XXXX XXXX XXXX which started that there is no records of {$690.00} charges in their system. The wellsfargo said that they cant change the merchant cancellation policy. I dont ask the wellsfargo to change the merchants cancellation policy. I dispute that charge because I dont give the authorization to XXXX XXXX XXXX for the reservation of the ticket. And I never cancelled that non refundable ticket because I never booked that flight reservation ticket with XXXX XXXX XXXX directly. The wellsfargo didnt contact me and close my dispute promptly after receiving the two pages documents from XXXX XXXX XXXX XXXX those documents are not formal confirmation and cancellation documents ). As a long-standing Wells Fargo customer, I am deeply disappointed that my legitimate rights have not been upheld due to an obvious oversight in the initial handling of this dispute. Below is a detailed chronological description of the incident, along with the material discrepancy that justifies a full investigation of my claim. Background of the dispute On XX/XX/XXXX. The agent at XXXX tried to book a flight at {$690.00} ( XXXX XXXX XX/XX/XXXX, departure ) for me over the phone. But in the end, the agent told me that the booking had failed to go through due to a failure to receive a verification from XXXX XXXX XXXX. However, after this call, I noticed a pending charge of {$690.00} on my credit card. To resolve this issue, I immediately followed up with XXXX. Their agent confirmed that no record of a {$690.00} reservation existed in their system, assured me the pending charge would be removed automatically, and verified that my XXXX account showed no upcoming booking associated with this transaction. Subsequently, on XX/XX/XXXX, I successfully booked a separate flight from XXXX to XXXX ( departure on XX/XX/XXXX ) through XXXX for {$720.00}. Unexpectedly, both the {$690.00} ( failed booking ) and {$720.00} ( successfully booked ) charges were posted to my credit card on the same day ( XX/XX/XXXX ). Given that the {$690.00} charge was tied to a non- confirmed reservation, I promptly filed a dispute with Wells Fargo XXXX Issues with the initial dispute denial On XX/XX/XXXX, I received a letter from Wells Fargo stating that the dispute was denied, citing XXXX XXXX XXXX ' claim that you cancelled a non-refundable ticket. This reasoning is entirely unfounded for the following critical reasons : 1. I never confirmed and canceled the {$690.00} flight I didnt directly interact with XXXX XXXX XXXX at any point. I didnt provide my personal and credit card information to XXXX XXXX XXXX XXXX nor did I authorize anyone to complete a booking on my behalf. The failed reservation was initially exclusively through XXXX, which explicitly confirmed no record of the booking. 2. The evidence provided is incomplete and invalidated : Wells Fargo enclosed two pages of documents purported to be from XXXX XXXX XXXX. These documents appear to be partial screenshots ( not full, official reservation confirmations ) and only included my name and payment details- they lack key information such as booking time stamp, confirmation number, cancellation records, or proof of my consent to book. If a legitimate booking has been completed, there would be additional pages ( e.g., itinerary, terms of service, cancellation confirmation ) generated by clicking confirm & book. These incomplete screenshots dont constitute valid proof of a confirmed reservation or a voluntary cancellation. 3. Third-party verification supports my claim : both XXXX and XXXX XXXX XXXX have formally stated ( see attached documents ) that they have no records of the {$690.00} reservation in their system. This directly contradicts the premise of Wells Fargos denial and confirms that the charge is erroneous. Key Request The {$690.00} charge is tied to a failed, unconfirmed booking, and the responsibility for this error lies with either XXXX ( for mishandling the reservation process ) or XXXX XXXX XXXX ( for inaccurate reporting to Wells Fargo ). As a Wells Fargo customer, I should not bear the financial burden of a mistake by three parties involved ( XXXX, XXXX XXXX XXXX, Wells Fargo ), nor should my dispute be denied based on incomplete, unsubstantiated evidence. I respectfully request that Wells Fargo : 1. Reopen Dispute Case No. XXXX for a comprehensive review. 2. Investigate the discrepancies between XXXX XXXX XXXX official records ( attached ) and the incomplete documents cited in the initial denial. 3. Reverse the {$690.00} charge to my credit card and ensure no negative impact on my account or credit history. Attachments For your reference, I have attached the following supporting documents : Official correspondence from XXXX confirming no record of the {$690.00} reservation. Written statement from XXXX XXXX XXXX stating no booking records associated with the {$690.00} charge. Screenshots of my XXXX account showing no upcoming reservations for the XX/XX/XXXX, itinerary ( under the past trip right now ). I trust that Wells Fargo will uphold its commitment to protecting customer interests by conducting a fair and thorough review. Please contact me at XXXX or email : XXXX if additional information is needed. Thank you for your attention to this urgent matter. Sincerely, XXXX XXXX

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