Consumer complaint received 2025-11-20 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: TN

Complaint narrative:
I am filing this complaint because Wells Fargo failed to properly investigate my dispute of a {$1100.00} charge for XXXX XXXX concert tickets purchased on XX/XX/year>. The tickets were purchased through XXXX for specific seats that were not honored at the event. I was relocated to completely different, inferior seats. This falls under the Fair Credit Billing Act ( FCBA ) protections for services not delivered as agreed. 

I first attempted to resolve the issue directly with the merchant ( XXXX ). I provided them with proof that the seats delivered were not the seats I purchased and requested a correction or refund. The merchant refused to assist. Only after the merchant denied responsibility did I contact Wells Fargo to open a formal dispute through my credit card protections. I also escalated the matter to the XXXX XXXX XXXX XXXX XXXX  ) on XX/XX/year>. 

XXXX responded in writing through the XXXX. In their response, they acknowledged the issue, but refused to refund me, stating that the event organizer would not authorize refunds. This confirms that I followed the proper procedure by engaging the merchant first and that the merchant still refused a remedy. 

This documentation supports that : My original seats were eliminated without notice XXXX explicitly refused to refund despite admission of a seating change I made good-faith efforts to resolve this prior to involving my bank The service failure is real and not in dispute XXXX  own written refusal directly contradicts Wells Fargos position that I received the benefit of the purchase. I did not receive the agreed-upon product. Attending the concert in inferior seats does not satisfy the terms of the transaction. 

Copies of XXXX  complaint details and XXXX  written refusal are included as evidence. 

Wells Fargo denied my dispute in a letter dated XX/XX/year>. In that letter, they asserted that I received a benefit from the disputed services after the stated cancellation date and that I did not cancel or attempt to cancel prior to the expected date ( s ) of service. This claim is inaccurate, because I had no prior knowledge of the seat change until I arrived at the venue, making it impossible to cancel in advance. Wells Fargo also stated that they will reverse the provisional credit of {$1100.00} on XX/XX/year>. 

However, during a prior phone conversation, I was told something completely different : that XXXX denied the claim because the merchant has a no-refund policy. 

These contradictory explanations show that Wells Fargo did not conduct a fair, reasonable, or consistent investigation as required by federal law.

Laws Violated : 15 U.S. Code 1666 Fair Credit Billing Act ( FCBA ) Requires creditors to conduct a reasonable investigation of disputes regarding goods/services not delivered as agreed and prohibits creditors from relying solely on a merchant response.

Regulation Z ( 12 CFR 1026.13 ) Requires the bank to : Determine whether the merchandise was delivered as agreed Consider evidence submitted by the consumer Provide the consumer documentation relied upon in denying the claim Wells Fargo has not complied with these requirements.

A merchants no-refund policy is not a lawful basis to deny a claim when the consumer did not receive the product they paid for. Tickets delivered to different seats remove the entire benefit of the purchase.

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