Consumer complaint received 2019-04-27
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
We are still owed {$1700.00} which was taken back out of our account, since we did provide the proof and documentation in a timely manner to the Wells Fargo Claims department regarding our urgent matter involving the XXXX  XXXX XXXX XXXX XXXX which was bad workmanship relating to the transmission we paid for which was still leaking and he defrauded us out of the Money as well. When we provided the valid proof to Wells Fargo they should have kept the temporary credit of {$1700.00} on our account and have gone after the the monies via Visa/XXXX  themselves versus causing a tremendous Financial Hardship on Consumers who are XXXX Minorities and U.S. Veterans who have served our Country. It was very unethical in the approach and discriminating tactic utilized by Wells Fargo in this case because they were well aware of the circumstance surrounding the claim when I initially reached out to them in XX/XX/XXXX. When I first spoke to a representative in on XX/XX/XXXX, they stated they did not need further other information regarding the claim after taking it over a call. We then later received a letter in the mail on XX/XX/XXXX, stating Wells Fargo was going to reverse the temporary credit because they had not received the requested information regarding the claim. What requested information? You never stated during our call on XX/XX/XXXX that I needed to send in any additional information based on the dispute call submitted. Also, I checked my Wells Fargo portal to login to see if I had previously received any email alerts regarding requested information, since the first claim was submitted and confirmed I had not received any communication in my portal since XX/XX/XXXX regarding this matter. Therefore, the letter we received in the mail XX/XX/XXXX, was the 1st contact we received from Wells Fargo since XX/XX/XXXX. I did not receive an Voicemail from Wells Fargo since XX/XX/XXXX. Also, if they were really making an attempt to request additional information on XX/XX/XXXX, why did they not send an email on the secured Wells Fargo Portal where all the Disputes are filed and posted with updates. We also agreed to be notified via email at the onset of the claim being submitted as well. Also, when we initially received the first and only letter in the mail on XX/XX/XXXX, I immediately reached out to Wells Fargo to inform them I had not received any communication from them that stated or suggested they were attempting to contact me regarding Claim XXXX for {$1700.00} and only during this phone call was I provided what I needed to do at this point. On the following day, XX/XX/XXXX, an email and corresponding attachments which are included in this claim were sent to Wells Fargo including text messages exchanged between myself and the mechanic regarding the defaulted and fraudulent service provided to my vehicle regarding a supposedly fixed transmission which was not repaired. From this point, we did not receive any further communication until XX/XX/XXXX, stating they would be reversing the {$1700.00} credit, utilizing an excuse stating that you authorized the transaction. Regardless, if you authorized the transaction, it was still completed under false prentenses from the XXXX XXXX XXXX, as they did not repair the vehicle appropriately and we provided this proof of information and documentation to Wells Fargo on several occasions and the credit of {$1700.00} should have remained on our account versus causing an overbearing hardship and burden to XXXX XXXX American Consumers due to greed and lack of care exhibited by Wells Fargo to ensure their customer remained unharmed. They would rather have the consumer take the loss in the interim versus pursuing the monies after receiveing the required proof regarding this fraudulent transaction. Therefore, we are requesting that our {$1700.00} be refunded immediately and Wells Fargo retrieve the money via Visa/the Merchant based on provided proof and communications sent to Wells Fargo multiple times. We should not have to wait for Wells Fargo to retrieve the funds from the Merchant because you were provided with the documentation and proof that this was a fraudulent transaction due to bad /misrepresented services received. Also, we had prior debit commitments which are still due to hit our account and are requesting waiving/refunds for any overdraft charges, as a result of this valid consumer dispute regarding fraudulent charges and services were not provided as indicated in the customer/merchant agreement.

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