Consumer complaint received 2025-10-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I made a reservation through XXXX for a stay at an XXXX XXXX XXXX listed on the platform. Immediately following the booking, I discovered that the property was publicly marked on XXXXXXXX XXXX and other listings as Permanently Closed. 
Within less than XXXX hours of making the reservation, I attempted to cancel the booking through the appropriate channels, contacting both Booking.com and the property directly. All efforts were met with silence, neither XXXX  nor XXXX XXXX provided a response confirming cancellation, nor did they offer an alternative or assistance. 
In the following days, XXXX itself attempted to reach the property without success, corroborating my position that the accommodation was unresponsive and possibly non-operational. 
Only shortly before the scheduled reservation date, the property made initial contact with me, reminding me of a reservation I had already canceled and for which the host had failed to communicate for weeks. 
Despite clear evidence of an inoperative property and my prompt and documented attempt to cancel, a charge of XXXX was debited from my account via Wells Fargo, without authorization, valid service rendered, or any meaningful communication from the merchant. 
After my repeated attempts to reach the property and XXXX went unanswered, the Ola Living property eventually contacted me, admitting that there had been an error with the reservation. 
The property explicitly stated that they had not received any payment from XXXX, and therefore could not verify or honor the booking as valid. In support of this claim, the property sent me an email containing a screenshot confirming that no funds were transferred to them by Booking.com. This was all provided to Wells Fargo as well. 
Subsequently, the same property issued a contradictory communication, claiming that there were XXXX separate reservations under my name, which further evidences serious internal inconsistencies in XXXX reservation system and the propertys record keeping. 
This contradictory correspondence, first denying payment and then asserting duplicate bookings, demonstrates procedural negligence and misrepresentation by both XXXX and XXXX XXXX. It is also further proof that my claim request should have been examined more closely. 
The lack of clarity over which reservation ( if any ) was valid, who held the funds, and whether the property was operational at all, constitutes a fundamental breach of duty of care owed to the consumer. 
Merchant Accountability and Chargeback Validity ( Wells Fargo ) : The charge processed by Wells Fargo represents a transaction for goods/services not received. Under XXXX XXXX ( Truth in Lending Act ) and XXXX XXXX XXXX XXXX, the bank must protect cardholders from billing for undelivered or unavailable services. Failure to reverse such a transaction exposes the bank to liability for negligence in consumer protection duties. 
I have contacted : XXXX XXXX XXXX They assigned me a quite arrogant female representative. They assigned me this case number : XXXX. They completely ignored my point.

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