Credit card or prepaid card -- Other features, terms, or problems -- Complaint #6349135

Complaint Overview

Complaint ID: 6349135

Company: Wells Fargo & Company

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Problem with customer service

State: Maryland

ZIP Code: 21040

Date Received: 2022-12-21T12:00:00-05:00

Date Sent to Company: 2022-12-21T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX, we had reservations to stay at the XXXXXXXX XXXX XXXX XXXX. Upon arriving at the XXXX XXXX, they had XXXX room left, which smells like bleach and the plumbing did not work properly. We informed the staff they provide us with a plunger and the drain still did not work properly. We decided to go to another XXXX location the XXXX XXXX ( {$320.00} ) in XXXX XXXXXXXX XXXX due to almost all hotels were booked. It was late when we arrived at the XXXX XXXX. When we woke up in the morning, we noticed that the room did not have the accommodations that XXXX said they provided and the bathroom lights do not work. Upon leaving we left our charge. We called back within about an hour or XXXX to be informed that our charger was not in the room which we know we left. The following week we called the XXXX to inform them of our experience, and was advised that the case will be open. We requested to have half of our money refunded to us based on the quality of service that we received. We never received the case number, any additional information pertaining to our complaint, therefore I filed a dispute with Wells Fargo. I provided Wells Fargo all the above information. I was informed on Friday of last week that my dispute was denied. I was informed by the representative that we stay there, and that I will not be refunded for the stay. I found the Wells Fargo agent that I did not want to complete refund because we did actually stay there. We only requested half of our stay based on the quality of service. The agent for me at the time that they thought that the dispute was for the full amount, and that they will escalate that the prior agent did not notate that the dispute was for the quality of service and not a full refund. The the agent, apologize and stated that that was on them, and they XXXX need to eat the cost and provide me the funds from a dispute. Today I receive a call from XXXX and XXXX informed me that I stayed at the XXXX XXXX and I will not be receiving a refund due to that this is against Visas policies. I informed them both that I was not advised of this information on none of the calls when I filed my dispute or when I received a call last week for my dispute to be escalated. I am not in agreement with these findings and not happy that I was misinformed by multiple agents at Wells Fargo. I would like to receive a refund and amount of a half of a cost to stay at XXXX XXXX due I was misinformed by XXXX XXXX agent multiple times and I spend multiple minutes and hours on the phone with a dispute that would not be honored. This information should have been provided to me on the first phone call.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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