Consumer complaint received 2026-03-02 00:00:00
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
State: GA

Complaint narrative:
b'To the Consumer Financial Protection Bureau,\n\nI am submitting a formal complaint regarding Wells Fargos handling and denial of my credit card dispute involving an XXXX charge totaling $XXXX.\n\nWells Fargo Dispute Claim Number: XXXX\nWells Fargo Executive Office Complaint Number: XXXX XXXX XXXX XXXX\nAccount ending in: XXXX\nExecutive Office Denial Letter dated: XXXX (received XXXX)\n\nIssue Summary:\n\nWells Fargo denied my dispute on the basis that I remained in the rental property for the duration of the stay, concluding that the primary service (lodging) was received. However, my dispute concerns material misrepresentation and services not provided as advertised, not non-receipt of lodging.\n\nDespite escalation to Wells Fargos Executive Office, the denial was upheld without addressing the material misrepresentation standard raised in my appeal.\n\nTimeline:\n\n XXXX Arrived at XXXX property. Within 30 minutes discovered:\n\nPatio door could not be opened due to a missing lock knob.\n\nDishwasher inoperable.\n\nStove inoperable.\n\n XXXX Immediately notified host and XXXX and provided time-stamped photo and video evidence.\n\n Host later confirmed patio door hardware was on backorder, indicating prior knowledge that the patio was unusable despite being advertised.\n\n XXXX acknowledged that properties must match listed amenities and stated I could leave under its rebooking/refund policy upon documentation submission.\n\n XXXX Submitted full documentation to XXXX.\n\n No relocation or refund was provided.\n\n I disputed the $XXXX charge with Wells Fargo under material misrepresentation standards.\n\n Wells Fargo denied the dispute, citing that I stayed in the property.\n\nConcern:\n\nWells Fargo appears to have evaluated the dispute only under services not received standards rather than assessing whether the services were materially different from what was advertised at the time of purchase.\n\nXXXX guidelines distinguish between:\n\nService provided, and\n\nService provided as described.\n\nMy dispute concerns the latter.\n\nRemaining in the property does not cure material misrepresentation when deficiencies are discovered after arrival and the merchant fails to provide relocation or remedy.\n\nRequested Resolution:\n\nI respectfully request that Wells Fargo conduct a reasonable investigation consistent with material misrepresentation standards and reconsider this dispute under applicable chargeback guidelines.\n\nI am prepared to provide all supporting documentation upon request.\n\nSincerely,\XXXX XXXX\n\nP.s., I have videos that I sent to XXXX showing them that the dishwasher and stove did not work. Those videos are on my mobile phone, and I am on my computer now. I did send screenshots of the emails I sent to XXXX for the above herein.'

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