Consumer complaint received 2018-07-31
Company: WELLS FARGO & COMPANY
State: FL
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 had a rental car with XXXX. I got into an accident with another driver who was at fault that rear ended me. XXXX wanted a deductible of {$300.00} and started to take different portions of deductible from my Wells Fargo checking account without my authorization on XX/XX/XXXX( {$50.00} ) and XX/XX/XXXX ( {$50.00} ) .XX/XX/XXXX ( {$100.00} ) then the payment stopped when I cancelled my card but I never received the refund. 

I had gotten another rental with XXXX after the rental from XXXX was again rear ended by another driver at fault on XX/XX/XXXX. XXXX took out {$120.00} on XX/XX/XXXX without my authorization from my Wells Fargo account due to fuel fee. Although the rental agreement was followed on my end and i have documentation of the time of the fuel amount and the date of the car was returned. Not to mention the car was paid daily under Progressive claim number XXXX. 

I started a claim with Wells Fargo on XX/XX/XXXX. Wells Fargo refunded {$320.00} the next day. Wells Fargo also requested proof of payment on these transaction which I provided on XX/XX/XXXX. Both XXXX have received their payments from the insurance company of the driver at fault ( XXXX ).  XXXX was paid by my insurance company ( XXXX ). So there was no reason that I would have to pay these charges again myself. 

I received a letter from Wells Fargo dated XXXX but received XX/XX/XXXX stating if I did not send the documents then they would take the credit off. Wells Fargo claims they have not received the documentations that I sent in, although I have proof that they were sent in way before the deadline. Wells Fargo added the total {$320.00} charges back on my account on XX/XX/XXXX. I called on XX/XX/XXXX explaining I had sent the documents requested in via email that was provided by the claim department. I spoke with the president 's office, which saw that I sent the email on XX/XX/XXXX and opened a case number XXXX although the claim department closed the claim on XX/XX/XXXX. Wells Fargo is being non compliant due to not willing to expedite their mistake and being discriminatory when I explained about my speech problem due to car accident. I requested for the representative of the president 's office to take a notation of my speech problem, still, the lady from the presented office continued to address me as ma'am instead of sir or mister. Then on XX/XX/XXXXI called Wells Fargo three times but continued to get hung up on back to back when I could barely get any words in with my stutter and speech problem. I then spent two hours and eleven minutes trying to get the claim re-opened but no one was willing to offer help. 

Wells Fargo has done nothing to help resolving the issue. They had showed poor management and poor customer service due to their employees own judgment and discrimination.

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 monetary relief