Consumer complaint received 2026-06-23 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
I stayed in XXXX XXXX in an air XXXX from XXXX I paid XXXX for the initial stay plus a cleaning fee of XXXX because the issues I listed below I was able to complete the stay from my original reservation which was XXXX I paid in full and had to pay extra for a late checkout I submitted my claim on XX/XX/XXXX early in the morning around XXXX XXXX that day because my stay was unbearable I wrote a long review on XXXX and I wrote the owner they knew my concerns and my bank didnt inform me to contact to XXXX directly to try to resolve this issue and I only had 30 days to complain to XXXX now they only refunded my cleaning fee and I want a full refund because the place wasnt as described and now the listing has added noise from nature about a posting about stairs none of which was on there when I booked my stay way back in XXXX I have a witness because I wasnt staying there alone to verify this my bank is telling me something different each time I call because they want to be responsible for this mishap that has happened I spent almost XXXX to get a hotel the very next day because I didnt feel safe in the neighborhood not to mention my bank took several weeks and kept on telling to upload things and when I did they didnt tell me it had to be PDF or send asking why it wasnt I just found today they dont take screenshots or text message between me and the host which proves I wasnt happy and didnt even stay a full 24 hours in the resident and let her know I got a hotel Ive been with this bank since XXXX this isnt a new business deal this has been my loyalty for years and nothing is being to done to resolve this matter I have listed what my initial issue was below Ive had to call my bank 6 times on XXXX, XXXX twice, XXXX twice and today XX/XX/XXXX Ive been dealing with this issue since XX/XX/XXXX I stayed at this air XXXX XX/XX/XXXX and wasnt happy with the outside appearance I didnt feel safe the wild life had neighbors kept me up all night long it was really bad Hi I stayed at this XXXX XXXX back in XX/XX/XXXX I had no idea I had to request a refund directly through XXXX XXXX because my stay didnt feel safe, the neighbors sounds like they were in the house with us, no stairs were mentioned in the posting, the dogs and birds made noise all day and night, we had no cold water for the one night stay that I did stay and I did reach out the the owner I have text messages and videos for proof I know its be over XXXX says but my bank is just now telling me that this issue should have been resolved through XXXX XXXX Ive included messages and photos to her I paid XXXX for a late check out and didnt complete the reservation I feel that alone should be refunded First I paid for a late check out but I didnt stay at your place since yesterday it was unacceptable I got no sleep from the neighbors being extremely loud which is funny bc you mentioned to respect them when they should respect guest it sounded like they were fixing cars all day and some woman was very loud the dog barked all day and night every time he heard a movement none of these were mentioned in the listing the neighbors had me up at 5 am when Im the one on vacation Ive reached out to my bank to resolve the matter because we couldnt come to a solution I hope this is a learning experience for you because it definitely was for me and I understand the refund policy but an exception should be considered bc it wasnt one issue it was several and XXXX XXXX did offer XXXX that doesnt cover the early check out refund or one night stay.

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