Consumer complaint received 2025-10-15 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: ID

Complaint narrative:
I initiated my dispute with Wells Fargo on XX/XX/year> by calling Wells Fargo and speaking with XXXX. XXXX documented my story and recommended I send an email to the address he provided with supporting evidence. I followed up on the XXXX by sending time-stamped photos that were taken before my husband drove the rental car. On XX/XX/XXXX, I received a secure email from Wells Fargo requesting supporting information, so I responded to that email with the same photos and sent a separate email as well. This morning, realizing that the information that XXXX documented may not be complete or accurate, I composed an email with written documentation of the series of transactions involved, as well as the supporting time-stamped photos. I sent this through my individual email and Wells Fargo 's secure email system. By the time it took me to compose and send those emails, Wells Fargo had emailed denying my claim. I immediately contacted them again requesting information on how to appeal so that they may consider my additional documentation. 

Here is the email I sent to Wells Fargo this morning. I have copy/ pasted it here with identifying information removed : Hello, I received a secure message from Wells Fargo yesterday requesting information regarding my claim XXXX XXXXXXXX. I made this claim on XX/XX/year> at approximately XXXX with your agent, XXXX XXXX After telling XXXX my dispute, I asked if I could review the information he had documented to verify the accuracy of the details. XXXX told me that was not an option, so I am including that information here. 

On XX/XX/year>, my husband rented a car from XXXX at the XXXX, MT airport. The agent there did not perform a pre-inspection of the vehicle with my husband, but instead told him to take photos of any pre-existing damage on the car. The attached photos show the windshield damage to the car existed prior to my husband driving the vehicle. 

On XXXX XXXX, XXXX, my husband received an email from XXXX stating that he would be billed directly for the windshield damage. By not contacting our insurance company, XXXX, XXXX did not honor the rental contract, despite the fact that my husband had directed XXXX to XXXX XXXX to insurance when he provided that information to the renting agent ( XXXXXXXX XXXX XXXX  Terms and Conditions section XXXX https XXXX XXXX XXXX 

After receiving the above mentioned email, my husband and I contacted XXXX directly on XX/XX/XXXX and informed them of the situation. We spoke with an agent by the name of XXXX, and after speaking with us and receiving the attached photos, she contacted XXXX directly and recommended that we do the same. I promptly called XXXX, who said they would send an email link for us to provide the pre-rental photographs, but that email never came through. Within XXXX minutes of our initial call to XXXX, XXXX called us back informing us that her attempt to speak to an XXXX XXXX was met with being transferred into a " XXXX hole, '' and the fact that this is a bill instead of a claim was suspicious. We informed XXXX that XXXX stated they would send a link so that we could provide our documentation. 

Later the same day, a XXXX agent by the name of XXXX called my husband requesting more information via email, to which I responded promptly. On XX/XX/year>, XXXX called my husband again, this time stating that XXXX could not see any evidence for a legitimate claim should XXXX attempt to file directly with them. 

On XX/XX/XXXX, while reviewing my credit card transactions, I discovered the charge for {$1200.00} on XX/XX/year>, that I am now disputing.

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