Consumer complaint received 2025-10-20 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:
I am filing a formal complaint against Wells Fargo for their negligent handling of a credit card dispute ( Claim # XXXX ) for a charge of {$180.00} from XXXX, posted on XX/XX/2025. 

Background of the Disputed Charge : The charge was for a hotel booking. On XX/XX/2025, the merchant, XXXX, contacted me via email stating : " due to an unforeseen technical error, we have found that your booking was mistakenly confirmed for the wrong room type. '' They had booked me into the " XXXX XXXX '' instead of the " XXXX XXXX. '' The service I purchased was not the service they provided.

I promptly responded to the merchant requesting a full cancellation and refund, but received no resolution. After extensive back-and-forth, the merchant and hotel refused the refund, prompting me to file a dispute with Wells Fargo.

Timeline of Dispute Mishandling by Wells Fargo : XX/XX/2025 : I initiated the dispute. Wells Fargo sent an email confirming the claim and stated that future communications regarding the dispute would be sent via email. 

XX/XX/2025 : Without my knowledge, Wells Fargo closed the dispute and denied my claim. I received no email notification, contrary to their initial communication. The only physical mail I had received was a request for more information, which I provided. 

XX/XX/2025 : I discovered the claim was denied only by proactively logging into my online account and checking the claims center. Had I not done this, I would still be unaware of the decision. 

XX/XX/2025 : I called Wells Fargo customer service for an explanation. The representative informed me that the claim had been incorrectly filed by Wells Fargo under the category " charged wrong amount. '' This is inaccurate ; the correct category should have been " service not as described '' or " service not rendered. '' The representative then stated that because the original charge date ( XX/XX/2025 ) is now outside their internal dispute time window, they could not reopen or refile the claim correctly. 

Summary of Grievances : Incorrect Dispute Categorization : Wells Fargo incorrectly categorized my claim, which likely led to its improper denial.

Failure to Communicate : Wells Fargo failed to notify me of the claim 's denial via email as promised, preventing me from taking timely action.

Refusal to Rectify an Internal Error : Wells Fargo is now using the time limita deadline I missed solely because of their failure to communicateas the reason they can not correct their own admitted filing error.

I acted in good faith throughout this process. Wells Fargo 's procedural failures have directly caused this financial loss. I request that the CFPB investigate this matter and compel Wells Fargo to reopen my dispute under the correct category and re-evaluate it fairly.

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 non-monetary relief