Consumer complaint received 2020-07-11
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Wells Fargo, has not provided a resolution to my previous complaint. I do not understand the response sent, and It did not provide details of my original complaint. 

Wells Fargo closed my debit card on XXXX XXXX. Wells Fargo Claims assistance center called me and told me because I had filed claims that they would close my debit card, and that no other debit cards could be opened for a year. I advised that I use my debit card, to pay my bills. My Electricity, Rental, Gas, TV Subscription, and even my internet service all use my Debit card to pay. I have to work from Home due to Covid-19, I am not able to go visit their branches which is what they are requiring because of my work hours, and their inconvenient branch hours, Additionally I do not want to Catch Covid-19, I did advise the agent of this information and she screamed on the phone, that Covid-19 isn't affecting me and wanting to know how it was affecting me, and told me that I can drive to the branch anyways. Additionally, When I filed claim # XXXX, I did not file this claim as unauthorized, In fact the Agent on the PHONE Even repeated my claim. The Calls are monitored, and I have Detailed Documentation of my claim. I filed a claim because there was two ATM Withdraws which I ATTEMPTED, However they were declined. So I waited for a receipt, and one did not print. I contacted management at this facility and sat by the ATM for One Hour. The Manager finally came, and assured me that I was not charged. I showed him the charge, and he told me it would disappear within 24-48 hours. I Told him I do not believe that, because it deducted money from my account, but he assured me it didn't. 

These calls are recorded, and Wells Fargo can definitely go back and listen to the call. Wells Fargo decided to close the claim I filed # XXXX, and Consolidate it onto claim # XXXX. Again, This wasn't what I asked but this is what their claims assistance department did on their own. Wells Fargo Closed my claim that I actually filed, and consolidated it with a past fraud claim from many months ago, as you can see from the different numbers. They Also advised in their Response that my debit  card ending in XXXX was closed to prevent further risk to my account. Again, even when I called in to check the status of this claim, at first the claims rep said this was filed as unauthorized, When I explained what I explained above. She says I see that you filed a different claim but that we consolidated it into one claim, and I apologize they consolidated it into an unauthorized Transaction claim. I advised her I called in to file this and never filed it as such, as she said she knows she sees I didn't. So Again Wells Fargo didn't actually conduct their Research instead just closed my debit card because of actions the bank took IN ERROR. Nothing I had asked them to do, nor called in to ask to be done. The Claims Assistance Center, did this on their own. This is misconduct.

Lastly, the Fraudulent Credit Card charges to the card ending in XXXX, Were never handled. They have a balance on this card of XXXX $ Which again, has included the fraudulent charges. Upon review of their response to this, Wells Fargo Advised that I continued to make payments on the card, during the investigation which means I accepted the charges. I did not accept these charges, All of the charges in XXXX, XXXX, and XXXX that were reported are still fraudulent. The Disputes filed on the card, Were filed as authorized at that time. However you have no option to select unauthorized charges when filing claims on the Credit Card. So therefore I filed it as product not received, but in actuality they were fraudulent charges as reported, ALL CHARGES were fraudulent during the period this was reported over the phone, as soon as I caught this on the statement. Again, I do not believe a proper investigation was conducted on this, I am asking for A Reconsideration to be reviewed into that Fraud claim. There were transactions to a XXXX XXXX, I never visted, to a XXXX which is a website, and it even showed a email address I do not use. Transactions to XXXX which were cancelled in my Checking account but still posted to my credit card, which were not authorized. I want this claim to be rereviewed.

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