Consumer complaint received 2024-11-20 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: CA

Complaint narrative:
Hello, I am writing to file a formal complaint against Wells Fargo regarding their mishandling of a dispute involving a fraudulent charge on my Active Cash Visa credit card. I believe that Wells Fargo failed to properly communicate the details of my dispute to XXXX, resulting in an unjust rejection of my claim. 

Background : - Travel Dates : I traveled to XXXX, XXXX, on XX/XX/year>, and returned to XXXX XXXX on XX/XX/year>, totaling XXXX days. 
- Car Rental : On XX/XX/year>, I rented a XXXX XXXX XXXX from XXXX located at XXXX XXXX XXXX XXXX XXXX, XXXX, for a two-day period ( XXXX XXXX XXXX ). I drove from XXXX to XXXX and returned the car at XXXX XXXX on XX/XX/year>, before boarding my flight home. 

- Authorized Charge : The agreed-upon total cost was XXXX for the rental, including trip protection. With the deposit, the total came to XXXX, as stated on the receipt. On XX/XX/year>, under reference # XXXX, I was charged XXXX plus a currency conversion fee, totaling {$400.00}. This charge was authorized and not disputed. 

Issue : - Unauthorized Charge : On the same day, XX/XX/year>, under reference # XXXX, I was also charged XXXX plus conversion fees, totaling {$1300.00}. I received no receipt or explanation for this charge. XXXX is falsely claiming that I rented the car for an additional 21 days, even though I was only in the country for eight days and rented the car for two days.

- Dispute Details : Upon discovering the unauthorized charge, I initiated a dispute through Wells Fargo. I provided : - Receipts from XXXX confirming the rental period of XXXX XXXX XXXX 
- The original rental agreement and XXXXXXXX XXXX receipt showing the same rental period. 
- Video evidence of returning the car on XX/XX/year>. 

- XXXXXXXX XXXX Claim : In their response, XXXX alleged that I returned the car on XX/XX/year>. This is impossible, as I was not in XXXX at that timea fact that can be easily verified through my passport stamps and flight records. I never authorized or purchased a 21-day extension, and I have video proof of me returning the car on that XX/XX/year>. The only document showing this 21-day extension was an unsigned invoice ( that I did not receive ) stating the charges. The receipt that they provided only validates the XXXX XXXX XXXX rental ( which I already paid for and am not disputing ). 

Wells Fargo 's Response : Despite the clear evidence, Wells Fargo failed to accurately represent my dispute to Visa. Visa denied the dispute with the following explanation : " Cardholder says he canceled service after the date the service was to be completed. This is illogical, as a cardholder can not cancel something after the date it was supposed to be fulfilled. '' This rationale is irrelevant to my claim. I did not cancel a service after completion ; I reported an unauthorized charge for services not rendered. 
Request for Assistance : I believe Wells Fargo has not fulfilled its obligation to protect me from fraudulent charges and has mishandled the dispute process. I am seeking the Consumer Financial Protection Bureau 's assistance to : 1. Investigate Wells Fargo 's handling of my dispute.

2. Ensure the unauthorized charge of {$1300.00} is reversed.

3. Require Wells Fargo to properly communicate the dispute details to Visa for a fair reassessment. 

Thank you for your attention to this issue. I am available to provide any additional information or documentation required.

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