Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am submitting this formal complaint to request immediate assistance in resolving a serious financial dispute involving XXXX XXXX and Wells Fargo Bank. As of today, {$2000.00} has been withdrawn from our bank account and has not been returned, and both institutions are providing conflicting explanations regarding who currently holds these funds. 
Original Ticket Purchase On XX/XX/year>, I purchased XXXX XXXXXXXX tickets through XXXX XXXX website using my husbands Wells Fargo debit card. The total charge was {$2000.00} ( XXXX tickets at {$690.00} each ). These funds were successfully withdrawn from our bank account. 
The reservation confirmation number for this purchase was XXXX. 
Unauthorized Claim and Provisional Credit After the purchase, Wells Fargo initiated a claim against XXXX XXXX without my authorization. On XX/XX/year>, Wells Fargo issued a provisional credit for the amount. 
I contacted Wells Fargo immediately to clarify that : I did not dispute the charge I did not want a refund I wanted the transaction to go through and the tickets to remain valid I was informed that the claim was withdrawn and that no chargeback would proceed. 
Reservation No Longer Existed and XXXX Instructions On XX/XX/year>, when I attempted to retrieve the original reservation XXXX, the system indicated that the reservation no longer existed/ was no longer available. 
I immediately contacted XXXX XXXX via chat and phone. A XXXX XXXX representative confirmed that the reservation had been canceled and instructed me to go to the XXXX in person to resolve the issue and repurchase the tickets, as they stated the payment for the original reservation could not be completed. 
Following XXXX XXXX instructions, I went to the airport on XX/XX/year>, where I was required to purchase the tickets again. XXXX XXXX issued a new reservation confirmation : XXXX. 
This resulted in a second transaction for the same trip, while the funds from the first purchase were never returned to my bank account. 
Conflicting Statements and XXXX XXXX XXXX XXXX later stated that the original reservation was canceled because Wells Fargo allegedly issued a chargeback on XX/XX/year>. 
However, Wells Fargo has explicitly stated that no chargeback was initiated, because I withdrew the claim and requested the transaction remain valid. 
Additionally, a separate XXXX XXXX representative confirmed to me that while they could see when the reservation was canceled, they could also confirm that no refund or reimbursement was ever issued for the first transaction. 
At this point : Wells Fargo XXXX XXXX XXXX has the funds XXXX XXXX XXXX Wells Fargo has the funds The {$2000.00} is not in my bank account I was forced to repurchase the tickets to avoid losing travel plans This situation has caused : A significant financial hardship Prolonged loss of access to essential funds Severe emotional distress and XXXX I have made extensive efforts to resolve this directly with both institutions, without success.

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