Consumer complaint received 2024-01-11
Company: WELLS FARGO & COMPANY
State: CA
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 made an appointment for a free consultation for a service XXXX XXXX XXXX XXXX. XX/XX/XXXX. During my appointment I was asked to provide my debit card information for a service that this company said would take 6 -8 moths. I was told that this service charge would be {$500.00} a month for a total of {$2500.00}. 
I provided this merchant with my debit card to start this service. On XX/XX/XXXX at XXXX I received an email with a case questionnaire to complete fully and return this back for review. I was unable to retrieve the information that was requested. On XX/XX/XXXX I asked my friend who is a XXXX XXXXXXXX to call this company to ask them why They needed information like my pediatric records and school records. The Merchant on the phone said that this information was needed to process my questionnaire. 

On XX/XX/XXXX I phoned this merchant and explained to them that I was unable to get my childhood medical records from XXXX as the doctors and offices are no longer in business. My school records from grade school were also difficult to get. On XX/XX/XXXX I received a new email from this XXXX requesting different documents. 

On XX/XX/XXXX I sent an email to this Merchant that I wanted to cancel any further business with them. 
I never received communication from this merchant or a response from my email to cancel doing business with them. I never signed a contract with this company and thought this was odd. 

On XX/XX/XXXX at XXXX ; XXXX I received a text and email from Wells Fargo my bank that {$2000.00} was taken out of my account via from my debit card number from this XXXX. I phoned Wells Fargo right away to put a fraud claim in and that this was an un authorized Charge on my debit card. Wells Fargo Claims Assistance center for ATM/Debit Card Claims sent me an email that they will investigate this claim and to send them any information that I have with this Merchant. 
I sent Wells Fargo my emails to this Merchant and written details of my experience with them. I received a temporary credit back to my account for {$500.00} charged on XX/XX/XXXX and {$2000.00} charged on XX/XX/XXXX from my debit card number that this merchant had on file and was not authorized to use with out my consent. 

I received emails from Wells Fargo that they were processing my claim. After XX/XX/XXXX I received no updates regarding my claim.. 

I sent an email to Wells Fargo Claims Dept on XXXX XXXX after calling the the claims asking for an up [ date on my claim. My letter asked to receive all information provided by the Merchant to Wells Fargo regarding my claim. I was told that this would take 30 plus days to receive this information. I received documents from Wells Fargo that they used to make a decision on my claim on XX/XX/XXXX. 

I called Wells Fargo Claims Dept regarding my claim and asked why they reversed my credit {$2500.00} from these un authorized charges. 
Wells Fargo told me that They closed my claim and that I was unable to appeal their decision.

The documents that Wells Fargo sent to me was a copy of a retainer agreement from this Merchant that was only signed by them and not signed by me.They also sent copies that the Merchant input my debit card number with out my authorization or signature for {$2000.00} on XX/XX/XXXX. 

I was unable to get any resolution on this claim and Wells Fargo said that my file with this claim is now closed. In the mean time I lost {$2500.00} from my account with unauthorized charges from a Merchant that I never received a service from. 

Thank You

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 non-monetary relief