Consumer complaint received 2025-06-12 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: FL

Complaint narrative:
I am disputing a fraudulent {$10000.00} charge from XXXX that Wells Fargo failed to investigate properly or credit back, in direct violation of federal consumer protection law. 

I rented a XXXX XXXX XXXXe from XXXX in early XX/XX/year> from XXXX XXXX XXXX, even though I was XXXX XXXX XXXX and their own rental policy clearly states that drivers must be XXXX or older for luxury/exotic vehicles. This alone is a breach of contract and a negligent assignment of a restricted vehicle. The car should have never been rented to me. 

The vehicle turned out to be infested with live roaches, which posed a health hazard and made it unfit for use. I attempted to return the vehicle early at the XXXX XXXX XXXX, FL location on XX/XX/year>, but XXXX refused to accept it. I followed up with customer support multiple times over the next 9 days, during which time I was told to wait for a resolution. On XX/XX/XXXX, they finally told me I could drop the car off and I did. At that point, I was promised that the billing would be taken care of due to the infestation and early return. I have photos, receipts, and documentation of this entire timeline. 

Instead of resolving the issue, XXXX XXXX Charged my Wells Fargo credit card {$3000.00} Issued a partial refund Then charged me {$10000.00} with XXXX notification or authorization I submitted all documentation to Wells Fargo, including : The original rental agreement Photos of the infested vehicle Proof of attempted early return on XX/XX/XXXX Confirmation of vehicle return on XX/XX/XXXX A copy of the {$4800.00} authorization hold slip showing XXXX planned to refund Location data proving I remained in Florida the entire time To make matters worse, XXXX issued two traffic citations in XXXX, Georgia : XXXX dated XX/XX/year> XXXX dated XX/XX/year> I have never been to Georgia and was in Florida during those dates. These tickets are clearly fraudulent and further show that XXXX mismanaged the vehicle and falsely attributed usage to me. 

Despite all of this, Wells Fargo denied my dispute, citing a vague merchant policy with no provisional credit, in clear violation of : Regulation E ( 12 CFR 1005.11 ) Cardholder dispute rights under the Fair Credit Billing Act Their own advertised commitment to XXXX liability and fraud protection I spent over 23 hours on the phone with Wells Fargo across multiple departments, submitted every piece of evidence requested, and was given no meaningful updates or resolution. 

I am formally requesting : A full reversal of the {$10000.00} charge An investigation into Wells Fargos handling of my dispute under Reg E Enforcement action against XXXX for : Breach of contract Fraudulent billing Unsafe vehicle rental Negligent vehicle assignment to an underage driver Misrepresentation and stalling Issuing fraudulent traffic violations

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