Consumer complaint received 2025-03-28 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: WA

Complaint narrative:
Claim case number : XXXX My statement : I hope to dispute the bill of my staying at the XXXX XXXX  on XX/XX/XXXX and check out on XX/XX/XXXX. I joined two golden membership offers in XXXX XXXX so I'm not sure if I'm eligible for using my gold membership in their hotel. So when I checked in on XX/XX/XXXX I asked the front desk to check my account and verify the qualification of having free breakfast. The front desk ( an old man with white hair ) checked my account and said I'm qualified and told me their breakfast policy is : I can have {$18.00} breakfast per person and if I checked two people in my room I can get {$36.00} free breakfast credit in my room. And he suggested we check my father 's ID as the second person. And he told me even though the gold membership booked from the third party they are still eligible for using their gold membership reward. Since I gave XXXX XXXX  several calls and some agents told me that even though the gold membership booked from the third party they are still eligible for using their gold membership reward, someone told me they can not, and my friend do use her gold membership reward in XXXX in XXXX even though she booked the hotel from a third party, I think that may vary from hotel by hotel, so when I checked in every hotel, I always asked them if I'm eligible of using my gold membership, so when the front desk said I can use it, I didn't consider I'm not qualified and since front desk said I can have free breakfast, then I can. I contacted the hotel and they mentioned they can not waive the fee, since I'm not eligible. But I am not saying on earth I'm eligible or not, if they tell me I can not, I won't have that breakfast from the beginning. The front desk told me I can have free breakfast and let me eat, after this they charged me because " I'm not eligible but the front desk told me I'm eligible '', this means I have to pay for their mistake. I don't think I should pay for that. 

I do contact them via XXXX XXXX and file a case on XX/XX/XXXX. They should contact me within XX/XX/XXXX, but I didnt receive any feedback from them. I give XXXX XXXX again and finally find their reply in their system with just simple words : Unfortunately, Im not eligible for it so I need to pay the bill. So they insist on letting me pay for their mistakes. I think the breakfast tastes bad, the first day I ordered a {$25.00} dollar dish and only got fried eggs with cream on it. If its not free, who would continue having breakfast in the following mornings and spend {$25.00} just for that? If they were not free, I wouldnt pay {$36.00} from my pocket every morning since I think its not worth it. 

Also, I contacted Bilt and they refused to do that because I can not offer them an exact proof to prove I need to pay {$5.00} ( extra parts ) in total. But its hard for me to provide that because no one will record the message and the conversation with the front desk when they check in.

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