Consumer complaint received 2023-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
On XX/XX/XXXX, I flew via XXXX XXXX from XXXX to XXXX. In the process of boarding, an airport official asked me to verify my carry-on bag fit into their carry-on verification compartment. Prior to me even trying to fit my suit-case in the compartment, the airport official demanded that it would not fit and because of that I needed to pay a checked bag fee in order to board. He charged my card {$130.00} immediately and forcefully ( threatening to not let me board the plane if I did not pay ). Moments later I showed him how my suitcase DID fit into the verification compartment ( photo included below ). He said he was unable to authorize refunds and I would have to go through the airline to get a refund. I carried my bag onto the plane as evidenced in the photos submitted. As a note, I also flew via XXXX XXXX to XXXX from XXXX with the same type of ticket and had NO problems with my carry on luggage. My boyfriend who also flew with me both ways and had the same ticket as me also had no problems with his carry on luggage. 

Because of this, I disputed the transaction with Wells Fargo. On XX/XX/XXXX I learned I had lost the dispute. I contacted Wells Fargo and they told me to get in touch with the airport and airline to get proof that they wrongly charged me. The airport deferred to the airline ( as evidenced in attachment ). I submitted my claim with XXXX  on XX/XX/XXXX, attached below. They did not get back to me until XX/XX/XXXX, which only underlines their lack of attention and care to this matter. 

In the email chain attached you will see that XXXX  changed their reason for charging me and are falsely claiming I was charged because my ticket did not allow a carry-on bag. This is simply not the case and their own website proves that this is not the case. The fact that my boyfriend who had the same ticket as me was never charged for his carry-on further illustrates that this reason is invalid. I included proof of this in the email chain and they repeatedly kept sending the same language over and over again. 

I contacted Wells Fargo 5 times after the dispute was closed to reopen this claim and force this Airline to give my money back. Each time, they advised me to send documentation in order to reopen the claim. I sent the summary and documentation 3 times via email, 1 time via fax, ( the first email and fax attached ) receiving confirmation of receipt each time. Wells Fargo denies ever receiving this documentation. On XX/XX/XXXX, a WF representative finally advised me that they are unable to reopen a complaint after it has been denied. I had spent hours on the phone and was given false hope by multiple associates that the complaint would be reopened as soon as I sent the documentation. ( Which I had sent ). I filed complaints with WF after each call and was advised someone would be in touch within 10 days to get further information, this never happened. 

I am hoping CFPB is able to find a resolution in this matter.

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