Consumer complaint received 2020-08-06
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am writing you for a second time, I have recently had an occurrence with Wells Fargo of which I was stated and forced to comply with a Rule regarding Debit Card Transactions of which I was never Disclosed of. As stated to me bye a Banker in the Executive Office on XX/XX/XXXX, this is a " Back Office Rule ''. Why was I forced to comply with a Rule that was not Disclosed to me? I don't think this is Legal. 


On XX/XX/XXXX, I attempted to purchase a Portable Air Conditioner from a company called " XXXX '' The particular model I was purchasing was much more costly with the Major Merchants, XXXX, and others, In an attempt to save money, in good faith I attempted to purchase this product from " XXXX. On the XX/XX/XXXX, I saw the charge come through under name " XXXX XXXX XXXX XXXX XXXX ''. I was unfamiliar with the this name and the charge was not for the initial {$99.00} which was the advertised cost of the product, the charge was for {$110.00}. Now, while the amount was different, my greater concern was the name of the company that charged my Debit Card. Further I was a bit concerned that it was a product of XXXX, as COVID is now present. When I saw the second name, I immediately googled it and as a surfed the internet for this company I came across a Web Review site. This site had a consumer statement on it which stated the company was Fraudulent. While I realize the product I purchased was at a price much lower than that of other Merchants, my greater concern was that of the statement bye the Consumer. The consumer stated that they were unable to purchase over {$100.00} worth of products from the site and found that very unusual and stated that it was fraudulent. This also appears to be as a matter of investigation bye " de-reviews '', the company where the statement appeared. The site further stated that the prices were far to Unrealistic to be believable and the cap of {$100.00} or purchases was also not reasonable. I believe I may have just been a victim of some who was just trying to get a good deal. The link to the site that reported XXXX as fraudulent was XXXX XXXX XXXX. Please read the Site 's statements regarding the observation and review of XXXX aka " XXXX XXXX XXXX XXXX XXXX ''. Moving on, upon my initial filing of the claim, I was informed it would take 10 days for the Matter to be investigated and if found my favor, a credit back to my account. While I was content with that answere and followed up a couple of days later. When I called on XX/XX/XXXX to follow up on the claim claim I was assisted by a representative, who later transfered me to a women in the Claims department bye the name of XXXX. Now here is where al of the confusion started. XXXX stated to me that my claim would take 15 Days to process and determine if I should get my Funds returned to me. I stated to XXXX that I was aware of the Policy, and it's 10 Business Days, not 15. XXXX argued with me with vigor about the Policy being 15 and not 10 and I stated to her I didn't have that on any Disclosures for my account. XXXX stated it was not Well 's policy, it was a XXXX Policy. I then stated I would contact XXXX and verify this, XXXX provided XXXX XXXX  phone number. I called XXXX and spoke to a representative named XXXX employee ID # XXXX. XXXX stated that XXXX does not make policy as it pertains to the handling of Merchant Transactions on a Customer 's Debit Card, when it is a Bank Issued Debit Card, Wells in this case, makes the policy. So obviously, information provided to me bye XXXX, was incorrect XXXX stated that she would provided further assistance and connect me to XXXX, XXXX is the Wells Fargo representative for XXXX. XXXX, Wells Fargo Employee # XXXX, stated I was correct regarding the policy and it's 10 Day limit for investigation and reclaiming funds to the account. She further stated that based on my explanation and the evidence I uncovered about XXXX XXXX, the claim appeared to have been filed incorrectly. XXXX was clear and concise to commend her on her way of her handling of the call. She further Stated to me that the Claim stated the claim I filed stated " I was unhappy with Merchandise ''. I made it clear to XXXX, that was not the claim I filed, I filed a Fraud Claim, it appears however the Initial Representative Filed it wrong. In attempt to make a very long and arduous process of attempting to get my claim filed shorter, I was told many times that the Policy was 15 Days for, when Wells 's Policy is actually 10 days in regards to these types of claims. Every employee with the exception of XXXX and XXXX, in the Executive Office agreed with me. Turns out, Wells Fargo, has a " Back Office Policy ''. A stated to me by XXXX in the Executive Office on XXXX, was the reason, I would not find the Policy written anywhere was because it was a " Back Office Policy ''. I firmly explained to XXXX that such a " Back Office Policy '' as she called it, was unlawful. I further explained, that the terms of how such transactions are handled as there is a XXXX Debit card issued to almost every account holder, must be in expressed written terms to comply with Disclosure Rules. What must be Disclosed to the account Holder is the processing Times of such a Transactions. I further advised there are no such things called " Back Office Policy ''. I firmly stated, if it is not Disclosed to a customer, it's unlawful. Apparently Wells Fargo as an organization is in the business of creating " BACK OFFICE POLICIES '' to undermine the rights of the account Holder. This is clearly a Unfair Practice and should not be. It took me several hours of calls and I spoke to many people just to get a lousy Provisional Credit on XXXX. While I have all of the information that may have prompted any consumer to take the same action, as it is believed that this was a fradulent merchant, never did Wells request to see it or care. Yet they tried to enforce some " Back Office Policy '' on me, that I've never heard of. THIS IS UNFAIR PRACTICE AND MILLIONS OF CUSTOMER ARE BEING LIED TO. DISCLOSURE IS a NECESSARY AND LAWFUL PROCESS IN ORDER TO PROTECT THE BANK AND THE CONSUMER. THEREFORE, WHY IS WELLS FARGO NOT BEING COMPLIANT IN DISCLOSING THIS RULE TO AN ACCOUNT HOLDERS? HOW MANY OTHER " BACK OFFICE POLICIES " EXIST? THIS IS NOT COMPLIANT OR LAWFUL.

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