Consumer complaint received 2023-11-03
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
I am writing to express my profound dissatisfaction with the recent handling of a dispute claim related to charges on my Wells Fargo account. This complaint is in reference to a claim I filed approximately XXXX months ago concerning a charge of {$540.00} for car repairs that I later discovered were not performed, and the repair shop had closed down. I contacted Wells Fargo Customer Service to initiate the dispute process, and a claim was established at that time. 
During my initial communication with your representative, I made it explicitly clear that I possessed evidence demonstrating that the charged repairs were never executed. The representative assured me that I could challenge these charges and that I would be contacted if any additional information was required from my end. 
I diligently followed up with Wells Fargo at regular intervals, keen to ensure that the matter was progressing as expected. However, after a month of no communication from your end, I believed that the claim was being processed without complications. To my utter dismay, on XX/XX/2023, I discovered that my account had been overdrawn. Upon further investigation, I learned that the charges associated with the dispute claim had been inexplicably reversed. 
I immediately contacted Wells Fargo to understand the situation and was informed that the claim had been closed. To my astonishment, the representative claimed that a notice regarding the claim 's closure had been sent out. While I had not received this notice, it is essential to highlight that the claim 's closure was attributed to the reasoning that it was " too late to investigate. '' I am deeply aggrieved by this justification as the claim was initiated over XXXX months ago. If it was indeed too late to investigate, such a decision should have been communicated promptly. Furthermore, it is inconceivable that it took XXXX months to assign the claim to an investigator, who should have recognized this limitation and communicated it in a timely manner. 
To underscore my disappointment, I received XXXX letters from Wells Fargo following this episode. The first, dated XX/XX/XXXX, informed me that the bank was researching my inquiry and would contact me upon the completion of their research. The second, dated XX/XX/XXXX, stated that they had concluded their investigation and determined that the charges were made by me or someone with permission. This response is entirely irrelevant to the purpose for which I initiated the claim. 
As a loyal, long-standing customer of Wells Fargo , I am appalled by the lack of transparency, professionalism, and consideration exhibited throughout this ordeal. The closure of the claim without adequate explanation has had severe financial repercussions for me and caused undue hardship.

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