Consumer complaint received 2021-01-27
Company: WELLS FARGO & COMPANY
State: GA
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 am a consumer with Wells Fargo bank. I made a purchase with a out of state XXXX XXXX furs. The merchant mailed me four fur jackets of which two were fakes and did not meet the description of my order. I reached out to the merchant right away. I was given the option at that time to mail back the jackets or to return them at one if their authorized locations here local in XXXX, GA. I did that right away. I was offered the option for other merchandise but I declined and was promised a refund via text message from XXXX my sales associate from XXXX XXXX : Me : Hey XXXX so Im just going to go with the other 2 pieces and requesting to be refund for the other 2 pieces to my account. Many Thanks XXXX XXXX XXXX ( XXXX ) Ok I will take care of it Me : Many Thanks whats my anticipated refund amount for those Merchant ( XXXX ) I will let you know when I have a minute ... very busy From this time forward I have not been able to get in touch with with XXXX furs by email, phone or text. As a result I filed a claim with my bank presuming that I would be protected from these scammers. I initially received a temporary credit from my Wells Fargo who is now trying to retract those funds from my account because my claim was filed incorrectly. I explained that I bought these jackets and that two were fake and that I returned them to the merchant the day they arrived at a local location here in XXXX. I reached out via text ( which by they way I supplied to Wells confirming that XXXX had agreed to a refund to my bank account ) as previously posted and was promised a refund back to my account. Wells Fargo has now sent a letter to me stating : We have completed our research of your inquiry about charges from XXXX XXXX. Based on the information you provided an additional information from the merchant ( which I learned later was a fake recipient that I never received ) we found the charges were made by you or someone who had permission and that my temporary credit in the amount of {$2500.00} would be reversed in 10 business days. I feel so violated as the bank that is supposed to protect me as their valued customer has processed a claim wrong for something that should have been clean cut and dry has now left me with no merchandise and seemingly a {$2500.00} bill. I am disgusted with how Wells Fargo is handling this in leaving me vulnerable to scammers like this. To add in regards XXXX XXXX they are a scam I learned that they are ordering the furs that they are selling from XXXX ( XXXX ) for {$200.00} or {$300.00} dollars and reselling these fake jackets for thousands. In hopes that they will be undetected in their scamming. I hope to resolve this situation by my bank resolving this claim in my favor and going after XXXX XXXX the scammers.

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