Consumer complaint received 2026-03-01 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: TX

Complaint narrative:
I have until XX/XX/XXXX to provide feedback about the companies response, but the CFPB closed the compaint. And Im unable to do it. So I am providing my feedback through a new complaint. I did not file the card as lost or stolen on XX/XX/XXXX. I asked the Wells Fargo representative that I talked to not do do that, but she insisted on it. Wells Fargo stated clearly to me that they knew that the card was run through through the credit card terminal in the front office of the hotel. Yet they accepted fake documents from the internet used to prove that I had made the charge on the internet and closed the case before I had a chance to respond. I lived in room XXXX at XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX. Everything went well there until near the end. On XX/XX/XXXX I paid {$1000.00} for 31 days rent with my credit card. It was run through the credit card terminal in the front office of the hotel by the assistant manager, XXXX XXXX. She told me that the charge did not go through. On XX/XX/XXXX I made another payment of {$1000.00} for 30 days rent. Then both charges came through on my account. I asked the office staff to reverse the charge from XXXX. They told me that they couldnt because it was not on their books. I talked to the manager, XXXX XXXX. She told me that the charge didnt go through, but if I thought that it did I could dispute it. XXXX assured me that the charge had not gone through because there was no record of it on the hotels books. I disputed the charge with my credit card company. XXXX strongly contested the charge-back claim stating that it was an online reservation that I didnt honor and submitted fraudulent documents that she claimed I had received on the internet, although the transaction was not done on the internet, and I had received no documents at all and had not signed for the transaction. It was run through the credit card terminal in the front office of the hotel. It was not a reservation. I had been living in the room for 10 months. I had no reason to make a reservation. I was just trying to pay my rent. The credit card company awarded the money to XXXX and closed the case. I contacted XXXX XXXX corporate office. They verified that the {$1000.00} charge was not on the hotels books, and that I was completely paid up for the 11 months that I stayed there. They thanked me for my business. They called her, and she told them that the charge never went through, that it was just an authorization hold. She has stolen {$1000.00} from me. The managers story now is that it was just an administrative hold for the {$1000.00} which was released, and that they never received any money from it, and that it is Wells Fargo who is lying and scamming me. So now I have the miserable task of paying court fees to open a case against the hotel and try to prove to a judge that its not Wells Fargo who are the scammers that stole my money. This seems like it could be difficult given the bungling inept way that they have not done their job. If the hotel is able to present evidence in court that it is Wells Fargo who stole my money I guess I will need to sue them in federal court.

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