Consumer complaint received 2023-12-05
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 I was charged on my debit card multiple times in different amounts for a transaction for XXXX upon reaching out to XXXX to have this resolved I was informed that the issue must be disputed with my bank Wells Fargo. I filed a complaint with my bank and was informed that I would receive and update on the complaint within XXXX business days if you dies later on XX/XX/2023 the bank issued a provisional credit for the transactions that I disputed. Everything was going well until I received a message that my dispute was denied. When I contacted Wells Fargo 's dispute department they informed me that the reason my claim was denied was because it was filed improperly according to the representative when the claim was filed they filed the claim that they were duplicate transactions which is not what I told them when I asked what I could do to resolve this issue they informed me that they had no way of fixing it and therefore I could not refile the claim or be able to have the claim redone or fixed and that I would have to allow the money that was taken out of my account improperly to be taken out with no repercussion or resolution. At that point I contacted Wells Fargo 's executive offices to figure out what I could do to get this resolved as since the bank Wells Fargo made mistakes it should be able to be resolved after contacting them I received a case number ( XXXX ) on XX/XX/2023 I was informed in the email of the caseworker who would be viewing the case and resolving it they provided a phone number and a extension number and in the email it instructed me that the case would be resolved within XXXX business days. After XXXX business days had gone by with no contact from Wells Fargo I reached out to the phone number and extension left in the email I left many messages trying to get in touch with the individual that was assigned to my case but no one responded. Then on XXXX  the XXXX of XX/XX/2023 I was able to reach the XXXX offices again and was informed that the email that was sent to me was improper and the individual that was listed as the caseworker was not my caseworker to resolve this matter I requested that the individual who has been assigned contact me but they did not today XX/XX/2023 I've reached out to the executive offices again requesting to speak to the individual who has been assigned to my case but I was informed that they are unavailable and can not reach out to me at this time. At this point Wells Fargo has refused to assist and resolve an issue that they perpetrated upon me and caused by improperly filing a dispute with the wrong information despite me giving the proper information. I understand that mistakes happen and no one is perfect but when the bank Wells Fargo causes a mistake and then refuses to resolve it that is not okay it is not fair that I the customer must be punished for a mistake that Wells Fargo the bank has made and it is not fair that Wells Fargo simply can not resolve this claim because of their issues of sending improper information refusing to resolve the matter as well as in my opinion sending improper information to distract from the fact that they do not want to resolve it so far they have made multiple mistakes and simply refuse to fix it I have done my best to resolve the issue on my end but Wells Fargo simply believes that they do not have to resolve it and since it is there responsibility when they make mistakes to resolve these things they must be held accountable and resolve this matter

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