Consumer complaint received 2025-12-31 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: NY

Complaint narrative:
I am submitting this complaint regarding Wells Fargos handling of my credit card transaction dispute ( Dispute XXXX ). Despite my providing timely notice and repeatedly submitting the requested documentation, Wells Fargo has declined my dispute multiple times without clearly explaining what was missing or how to properly submit the documents. 


On XX/XX/year>, I booked a prepaid stay at XXXX XXXX XXXX Apartments in XXXX for XXXX XXXX XXXX using my Wells Fargo XXXX credit card. The total charge was XXXX XXXX  ( XXXX USD ). At the time of booking, XXXX was a XXXXaffiliated property, and I made the reservation through the XXXX portal XXXX 


On XX/XX/year>, I received emails from both XXXX and XXXX stating that they would not be able to honor my reservation due to the termination of their licensing agreement. I then booked a different hotel for my trip. 


By XX/XX/year>, I still had not received a refund. I contacted XXXX, and the representative told me that because XXXX had filed for bankruptcy, XXXX could not issue a refund and advised me to dispute the charge with my credit card company. 


I filed a dispute with Wells Fargo on XX/XX/year>. 


On XX/XX/year>, I received an email from Wells Fargo stating that additional information was required relating to my dispute and that I needed to contact them within two days. I called Wells Fargo that same day. I was told to provide my reservation confirmation and the notice showing that the stay would not be provided. I emailed those documents on XX/XX/year>, to the address Wells Fargo provided ( XXXX ). 


Around XX/XX/year>, my dispute was declined. 


On XX/XX/year>, I called Wells Fargo to ask about the status. I was initially told the dispute was declined because I never responded to the XX/XX/XXXX request. I explained that I had called on XX/XX/XXXX and emailed the requested documents. The representative then said that Wells Fargo received my email but not the attachments. I was looking at my sent email at the time and could see three attachments, but I forwarded the documents again anyway. I asked if they could confirm receipt while I was on the call, but I was told that another team handles the emails. I was assured the dispute would be reopened. 


On XX/XX/year>, the dispute was declined again. 


On XX/XX/year>, I called Wells Fargo again. After some difficulty reaching the disputes department, I was told again that Wells Fargo had received my email but no attachments. When I said this appeared to be an issue with Wells Fargos email system, I was told for the first time that documents must be sent as PDFs. This had never been explained previously. I was instructed to resend the documents yet again and call back in a few days to see if they were received. 


At this point, I have complied with every request Wells Fargo has made and submitted the same documentation multiple times. Under federal consumer protection rules governing billing disputes, credit card issuers are expected to reasonably investigate disputes and provide clear and workable instructions to consumers. In my case, the repeated denials appear to be driven by internal processing issues rather than any lack of merit. 


The merchant did not provide the service, and even advised me to dispute the charge. I am requesting that Wells Fargo properly review and resolve this dispute and credit my account for the {$790.00} charge for services that were never provided.

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