Consumer complaint received 2018-01-02
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
In early XX/XX/XXXX ( the first week or so ) I purchased a one time trial offer for {$1.00} from an online company called XXXX ( XXXX XXXX XXXX ) with my WellsFargo debit card, which I quickly found to be useless. I canceled both my order and subscription within the 30 day alloted period and ignored the countless emails nd offers from this company and its afiliates I was soon bombarded with. 
On XX/XX/XXXX the XXXX XXXX business tried to charge my Wells Fargo checking account visa debit card {$97.00} for services that I did not order or want. 

Upon my discovery of an unsolicited charge from XXXX, I called Wells Fargo Fraud department and turned in a claim for this fradulent order. The Wells Fargo fraud person told me that a stop payment would begin for that company on that day, my claim would be investigated, and when resolved, Wells Fargo Fraud division would credt my account as well as keep me updated on the progress of my complaint. My card was not turned off, nor was this suggested to me. Wells Fargo did not make any contact with me after this date until the XX/XX/XXXX. 
Shortly after this communication on XX/XX/XXXX XXXX tried to bill me two recurring charges of {$290.00} for a total of {$690.00} for product I had not even ordered, and did not want. 
Wells Fargo alledgedly paid into my checking account all three of the bills from XXXX to the amount of {$690.00}. on XX/XX/XXXX I have Wells Fargo e-mail, phone and text alerts active on my telephone for deposits transfers and withdrawls. I received no communication about these transactions whatsoever.to confirm this. 
On XX/XX/XXXX the mercant, XXXX, supposedly " purchase returned '' the credit amounts of {$97.00}, {$290.00} and {$290.00} to my account, again I was not aware of any deposits or credits or changes to my balance as I received no communications from either Wells Fargo or XXXX XXXX. 
I was unaware of these transactions until the XX/XX/XXXX, when I checked on my accounts and found I was overdrafted $ XXXX dollars, I then went into the only local branch of Wells Fargo I could find where I spent roughly 2 hours on hold trying to find out why I was showing a negative balance from a reversal of merchant credit claim. 
The Wells Fargo manager told me my account should have been frozen, and card should have been canceled until the problem had been investigated, and was confused to why it had not been. She closed the card and issued me a replacement card. She also told me I should go to the Social Security local office and try to get my Direct Deposit stopped before the post on XX/XX/XXXX as Wells Fargo would take the entire amount in question from me of XXXX leaving me a little more than {$200.00} to live on. 
I was unable to stop deposit, per Social Security on XX/XX/XXXX for my XX/XX/XXXX deposit. I wanted to investigate the issue from my perspective before handing over all my income. 
I returned to Wells Fargo to my " home branch '' where I again explained the situation, and wanted an answer as to how I had moved from being a victim of fraud to fraudulent. I was given the phone, put on hold for about 45 minutes and then told the claim was closed, m I owed Wells Fargo that amount, and it will be removed immediately from my account. I feel like I was profiled for a victim as I am on Social Security, and am XXXX as well as at XXXX years of age am considered a senior. I made attempts with the manager of the local branch as well as the fraud specialist to make some kind of agreement on my paying back the money they claim I owed in two or three payments, because I am the victim, and I should not be made to pay the bank for a problem I did not create, but Wells Fargo would not even consider that as an option even though I have been a customer for over 5 years. 
Now I am looking at living on the streets and even my vehicle will be repossed by the finance company.

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