Consumer complaint received 2024-08-23 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: KS

Complaint narrative:
We initially filed a credit card dispute for a transaction in which services were never provided. I'm pasting the message I sent to Wells Fargo below. 

Hello, I am submitting information for the credit card dispute I created. On XX/XX/XXXX, we tried to go to a cable car in XXXX XXXX Whichever entrance gate we arrived to, the security told us this gate only accepts online reservations. So we tried to book online. However when trying to book, we were met with a transaction unsuccessful message ( actual screenshot attached ). We also checked our email addresses and received nothing. We didn't have another card to try on us at the moment and we assumed they probably didn't accept foreign cards since it said transaction unsuccesful so we left without ever riding anything. Especially since visa didn't even pull up the screen it usually gives where it asks for a security code which it almost always asks for with foreign online transactions, we figured we would not be able to book online. In any case, I have provided XXXX screenshots. One of them is the " your transaction was unsuccessful, please check your details and try again ''. It's the message that appeared when I tried to book and it said it declined the booking. The other two screenshots are my email correspondence with the company. On XX/XX/XXXX, after filing my credit card dispute, I emailed the company the situation. They replied that the booking was confirmed. This obviously is ridiculous considering I received a screen which said transaction declined, I also didn't receive any email with tickets or confirmation from them. However in the same email they also admit I never used the tickets, they replied " your reservation has been confirmed and is valid. You can come use the cable car. '' I replied to them with the evidence screenshot that their website showed me the transaction was declined, but they never replied again after 3 days. Obviously we are no longer in XXXX and haven't been for XXXX weeks. I can provide airplane ticket if needed. In any case, we also have clear evidence, the photo, that their website gave a transaction failed message, and they admit that we never even used the tickets ( that we never received anyways ). 

Wells Fargo denied the dispute on the grounds that we failed to provide evidence that we ended up paying with a different credit card. However of course we don't have such evidence because we clearly stated in the email we didn't continue with the cable car since our transactions were declined, we continued our day with our other activities. We initially emailed Wells Fargo with the above message around XX/XX/XXXX, responding to an email the agent had generated. But we never received a response. So last week we uploaded the same message and screenshots to the claims portal, that was when shortly later we received the claim denial. I attached my correspondence with the cable car company, they were never able to provide evidence of them sending me any confirmation my booking was successful or confirmed. We only received a transaction unsuccessful screen which we showed. They also admitted to us never riding and using the booking, which again on our end was shown as an unsuccessful transaction. This is shown in the screenshots. They " invite us '' to come and use the booking, even though it's been long past, weeks, after leaving XXXX. Can provide airplane tickets. Following up with cable car company, they never responded again. Did the cable car company ever show Wells Fargo any evidence that I was notified my booking was confirmed when I attempted to book? No. And again, the company clearly states in our email correspondence, weeks after being out of XXXX, that we had never ridden the cable car. We had tried to go XX/XX/XXXX, left XXXX XX/XX/XXXX, they email on XX/XX/XXXX stating it wasn't used. I have attached screenshots for the flight booking. And this XX/XX/XXXX correspondence is the only ever communication that our booking was supposedly confirmed.

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