Consumer complaint received 2025-07-30 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: CA

Complaint narrative:
Claim was denied, but is definitely a fraudulent transaction I was told I dont have to pay it on XX/XX/year>, today, XX/XX/year> the transaction has been posted on my CC account as amount due. 

XXXX : claim id, email subject dispute number : XXXX email : XXXX XXXX everyone, I am writing to provide additional documentation and details to assist with the ongoing fraud investigation regarding my recent car rental experience. 
Please find attached all relevant documentation, including the rental agreement and communication records, to help with your investigation. Below are some important details I would like to highlight : Initial Interaction : When I first picked up the car, the rental company representatives were polite and confirmed that my insurance was valid before I drove the car off the lot. However, after this initial interaction, they failed to respond to my calls and emails, especially when I tried to obtain written confirmation regarding the validity of the insurance. 

Return of the Car : Due to the lack of communication and written confirmation regarding my insurance, I made the decision to return the car 8 days earlier than planned. Despite this early return, I continued to face difficulty in reaching them. No one answered the phone number provided for the return, and when I arrived at the drop-off location, the person on-site mentioned they had to come specifically for my return, indicating they were aware of my arrival but did not make any effort to coordinate in advance. 

Discrepancies in Location and Contact Information : I also observed a few concerning discrepancies during the process : The contract listed different pick-up and drop-off addresses than what was shown on the XXXX website. 
The building where the car was to be returned had no visible signage or company branding, making it difficult to locate. 
The contact email addresses used by the rental company were inconsistent, with communications coming from both " XXXX '' and " XXXX. '' Additionally, different names were used by customer service, which added to the confusion. 

Company Name Discrepancies : The booking website listed the company as " Routes Car & Truck Rentals, '' while the contract identified it as XXXX XXXX XXXX XXXX XXXX' These inconsistencies, along with the absence of clear company branding, raised red flags that I unfortunately did not recognize at the time, as I rented through well-known platforms like XXXX and XXXX. 

Additional Customer Experience : I also came across a review from another customer who faced a similar situation with this company. They were traveling from XXXX and experienced issues with poor communication, unresponsive customer service, and confusing billing practices. You can view this review for further insight into the companys track record here : XXXX review - XXXX  This review corroborates my experience and adds to my concerns regarding the legitimacy of this business. 

I would greatly appreciate your assistance in investigating this matter further, as the experience with this rental company has been highly concerning. Should you require any additional information or documentation, please do not hesitate to let me know. I am eager to resolve this situation as quickly as possible. 
Thank you for your support in addressing this issue. I look forward to your response.

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