Consumer complaint received 2025-05-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: DE

Complaint narrative:
I rented a XXXX XXXX from XXXX using my Wells Fargo reward points. Upon arriving to the airport I was issued a XXXX XXXX but when I got to the car the family that was in line in front of me was already in it as it had been issued to them as well. I made the XXXX assistant aware in the parking garage and he found another XXXX  that was available and said, " Here I will given you this one and it is cheaper. '' The following morning I could not unlock the car with the remote key. I called and spoke to XXXX customer service and they pinged the vehicle and made me aware that the car battery was dead. They sent roadside assistance to jump it and we proceeded to the XXXX XXXX for our vacation. Upon arriving back to the car I could again not unlock it with the remote car key. I used the key to manually unlock the car so my family had somewhere to sit. XXXX customer service pinged the vehicle and notified me that the car battery was again dead. It was roughly XXXX in the evening and I requested for a new vehicle to be brought to me in exchange for the one I had. They made me aware that that service was not within their customer service emergency services guidelines. I was told I would have XXXX XXXX the car back to the airport to exchange the cars and they head back to my vacation spot. I then requested for XXXX to have their roadside assistance to replace the battery. They stated that they do not provide that service either. And being that it was after-hours and the local car shops were closed the best they could offer me was to jump the car and I would have to proceed to a car shop the following morning to have the battery changed out. My family underwent undue hardship and was stranded XXXX hours that night due to XXXX 's poor action plans for emergency services. 

Upon returning home I called XXXX with a request for a refund. They stated that my payment on their end was from a XXXX party and that I would have to contact my financial association to have this resolved. I had to arrange a XXXX way call between myself, Wells Fargo XXXX XXXX, and a XXXX XXXX to get this spearheaded as both companies kept telling me to call the other company to get it resolved. During this conference call XXXX explained to Wells Fargo that being that they could only see a XXXX party payment and not a dollar amount Wells Fargo would have to provide XXXX with a receipt of my rewards payment and maybe they could refund Wells Fargo who could then reimburse me my rewards points. Wells Fargo notified me they could not provided XXXX with a receipt and close the case. I reopened a case being that this was an unacceptable answer. Wells Fargo and XXXX then came to the resolution that XXXX would give me a credit to rent another car from them in the future and closed the case. I did not approve of this resolution as I don't ever want to deal with XXXX again. I opened another case and stated that the only resolution I would be open to is a refund of my points. Wells Fargo later got back to me with the following response. " We are sorry you had a poor experience and unfortunately we have exhausted our resources and there is nothing else we can do for you. Rewards points are nonrefundable. '' I asked, " What about the difference in the cost of the vehicles as I rented a car that cost more than the car I was issued? '' They again stated, " There is nothing else we can do. ''

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