Consumer complaint received 2025-05-14 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: NJ

Complaint narrative:
On XX/XX/XXXX, I was traveling from XXXX to XXXX XXXX via the XXXX  bus. I attached the receipt of the XXXX bus to this submission form. The bus came XXXX minutes late that morning around XXXX instead of XXXX, and this bus unfortunately only drops us off at terminal XXXX of the airport. When I got off the bus, there was a male standing by the bus stop at terminal XXXX, who offered transport services to other terminals for a price of {$5.00}. I agreed to the {$5.00} and was then transported to the terminal XXXX by his partner, where my XXXX flight was flying out of. After we arrived to my terminal, another male partner arrived to take my payment and I agreed to only a {$5.00} charge for the transportation. They confirmed and took my Wells Fargo credit card. I checked my Wells Fargo account immediately after I walk into the terminal, and I see a statement charge of {$480.00} by a company called " XXXX XXXX XXXX  ''. I have never heard this name before in my life, did not agree to this {$480.00} charge, and did not pay for any type of tour or service beyond transportation to terminal XXXX. 

I reached out to Wells Fargo immediately after seeing this charge, and was on the phone with the fraud line for half an hour at my terminal. A couple weeks later, Wells Fargo called me again for more information so I told them again what had happened to me. On XX/XX/XXXX, I checked my account statement and saw that the charge was reinstated. So, I called them on the phone the same day to see why my claim was denied. They mentioned that because I gave them my card, it could not be counted as fraud and if I wanted to dispute I would need to produce a receipt of the {$5.00}, which is impossible because the scammers charged me {$480.00} and they did not provide me a receipt of their theft at the end as they were not an official business. I also did not sign a receipt either at the time of transaction. Wells Fargo stated that they could not do anything to help me without a receipt, but at the same time why did they not request a receipt from the merchants with my signature on it? There is no way to obtain a receipt with my signature on it from scammers like them, and it would be dangerous if I had argued with them about it as a solo female traveling to terminal XXXX in a country I am not from and do not know the language of. 

I also came from XXXX and arrived at terminal XXXX at around XXXX XXXX  for my XXXX flight. It is completely illogical that any person would purchase a tour package at the airport or tour service the last day of my trip after XXXX when I have an international flight to catch at XXXX. It would be absolutely impossible for me to go through security and catch a plane, while also having time to go on a tour in XXXX from XXXX. 

I attached my hotel receipt that I stayed at in XXXX, XXXX  bus tickets I had for XX/XX/XXXX, and also my flight information. Could you help me dispute this charge? It will be impossible for the merchants ( scammers ) to produce any type of receipt with my signature on it, showing that I agreed to a {$480.00} charge. After much research, this type of scam is quite common at the XXXX airport, and I thought the credit card company would understand yet they have denied my claim and refused to help me reopen the case after I called them. I have also not received a letter or notice yet in my mail about the final decision either or reasons why they had denied the claim. I had to call them to find out this information.

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