Consumer complaint received 2025-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
On XX/XX/XXXX we purchased XXXX ( XXXX ) refundable round trip plane tickets directly from XXXX XXXX, paid for with a XXXX XXXX card linked to a Wells Fargo XXXX account. The cost of each plane ticket was {$1900.00}, totaling {$3800.00}. 

On XX/XX/XXXX we closed the Wells Fargo XXXX account that the XXXX  card was linked to. 

On XX/XX/XXXX we called Wells Fargo to confirm what would happen if we cancelled the plane tickets, since we knew the account had been closed. Wells Fargo stated over the phone that the refund would be rejected and bounced back to the merchant ( XXXX ), and that the merchant would have to handle it from there. 

On XX/XX/XXXX we cancelled the plane tickets, and XXXX issued XXXX refunds ( {$1900.00} each ) to the original payment method. XXXX has provided receipts proving that these refunds went through. 

Since we had been told by Wells Fargo that the refunds would not be accepted by them, we waited XXXX days thinking that the refunds would bounce back to XXXX and that we could figure out an alternative refund method with XXXX XXXX that had happened. 

On XX/XX/XXXX we went in to a Wells Fargo branch in XXXX, MN and spoke to a banker XXXX XXXX XXXX ) about the issue to try to gain clarity and figure out where we should go from there. She called and spoke to the banking department on our behalf and told us that the refunds were rejected by Wells Fargo and that we should contact XXXX. We were not provided any documentation of this fund rejection, but since we were speaking to a XXXX XXXX XXXX at Wells Fargo we took her at her word and left the branch. 

On XX/XX/XXXX we called XXXX and they said that if the refund had indeed been rejected by Wells Fargo, that it XXXX take as many as XXXX business days for XXXX to receive the funds back and that they would then issue us checks for the refunds, mailed to our address on file. 

We waited the XXXX business days and then spoke to XXXX again on XX/XX/XXXX, because we had not received any checks in the mail. They said that the funds had NOT been rejected or bounced back, and that therefore there was nothing they could do. XXXX said that Wells Fargo had the money and that we had to go through them. 

On XX/XX/XXXX we called Wells Fargo and explained the situation ( again ). They said they would investigate and get back to us. 

On XX/XX/XXXX we received an email from XXXX saying again that the refund for XXXX ticket had been processed to the XXXX XXXX  card. 

On XX/XX/XXXX we responded to the email from XXXX clarifying that the issue was about XXXX tickets, and that Wells Fargo claims that they have not received the refund. 

On XX/XX/XXXX we received a letter from Wells Fargo saying that too much time had passed and that they refused to process a dispute and that the claim was closed. 

On XX/XX/XXXX we called XXXX and they said there was nothing further they could do, and that Wells Fargo had the money. 

On XX/XX/XXXX we called Wells Fargo and they said there was nothing further they could do, and that XXXX had the money. 

We have not received anything ANY money from either the merchant ( XXXX ) or the bank ( Wells Fargo ), and now both are refusing to help us find a resolution. We are still out {$3800.00} of our own money that should have been fully refunded to us.

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