Consumer complaint received 2026-07-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I am filing this complaint because I believe Wells Fargo did not provide me with a fair opportunity to support my dispute before denying my claim. In XX/XX/year>, I purchased airline tickets through XXXX. On XX/XX/year>, after I was unable to travel, I contacted XXXX. XXXX confirmed in writing that my reservation had been canceled and that I would receive a travel credit. I have attached the email confirming the cancellation and travel credit. After that, XXXX records became inconsistent. Although XXXX confirmed that my reservation had been canceled and that I would receive travel credit, I never received the promised XXXX travel credit for my outbound flight from XXXX XXXX XXXX XXXX XXXX to XXXX XXXX. The only travel credit I received was from XXXX for my return flight from XXXX XXXX to XXXX XXXX My XXXX account also continued to show my outbound XXXX flight as Booked, and I even received a Welcome to XXXX XXXX email on my scheduled travel date, despite XXXX previously informing me that my reservation had been canceled. I attempted to resolve the issue directly with XXXX, but they did not resolve it. Because XXXX failed to provide the promised XXXX travel credit and I was unable to resolve the issue directly with the merchant despite my attempts, I filed a dispute with Wells Fargo in good faith, believing I had paid for services that were not provided as promised. Wells Fargo later requested additional documentation, but the request was mailed to an address where I no longer lived. I never received that request and therefore had no opportunity to submit the requested documents. I was not aware that my dispute had been denied until Wells Fargo reversed the provisional credit, causing my account to become overdrawn by approximately {$200.00}. After I learned that my dispute had been denied, I immediately contacted Wells Fargo. During my first call, I explained that I had never received the request for documentation because it had been mailed to an address where I no longer lived. The representative instructed me to email my supporting documentation and indicated that it would be reviewed once received. I followed those instructions and submitted my documentation promptly. A day or two later, I called Wells Fargo again to confirm that my documentation had been received. During that call, a representative reviewed the information and informed me that he could not approve my claim based on the information provided. I then asked to speak with a manager. The manager gave me a different explanation. She told me that because more than XXXX days had passed since I filed the dispute, Wells Fargo could not reopen the case or reverse the decision, regardless of the documentation I had submitted. I explained that I had attempted to resolve the issue directly with XXXX before filing the dispute and that I had submitted my evidence as soon as I became aware that documentation was needed. Despite this, I was told that nothing further could be done. I am not asking for special treatment or for Wells Fargo to automatically decide the dispute in my favor. I am asking for a fair review of my claim. I believe I was denied that opportunity because I never received the request for documentation, and I was initially instructed to submit my evidence, only to later be told that Wells Fargo would not consider it because of the passage of time. I respectfully request that Wells Fargo review whether my dispute was handled fairly and determine whether an exception or other resolution is appropriate under these circumstances.

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