Consumer complaint received 2022-01-05
Company: WELLS FARGO & COMPANY
State: MT
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, XXXX, I was looking to purchase football tickets as a gift. In order to pay for them, I had to use XXXX. I had reservations about the security of the transaction because I had never used XXXX before. I contacted the XXXX number on my debit card and asked if this was a secure way to send money. I was informed it was, and that Wells Fargo does not put institutions on their website they do not reimburse. I completed the transaction for {$500.00}. After which, all communication was dropped. Realizing this was a scam, I immediately contacted Wells Fargo Bank to file a claim. I was assigned case # XXXX. 

Because I had a positive reply from Wells Fargo Bank when inquiring about XXXX, I decided to try again after I found another gift. I sent the {$200.00} using XXXX. Again, I realized I was scammed and contacted Wells Fargo Bank immediately. I was assigned XXXX # XXXX. Within a couple of days, I was refunded the full {$200.00}. 

I later received a letter regarding first case I filed informing me it had been denied. Both transactions were identical in that the exact same payment method was used, only the people/businesses involved were different. Not understanding how one case was reimbursed but the other was denied, I contacted Wells Fargo Bank on XXXX XXXX. I was on the phone for approximately XXXX hours for this call. I was given XXXX different phone numbers to call in case I was disconnected. Eventually my call was dropped. I tried again on XX/XX/XXXX to rectify this situation and get some answers. After XXXX hours of run around from different departments and being placed on hold for a higher-than-expected wait time, I had to hang up and go to work. I once again called on the morning of XX/XX/XXXX and was on the phone for approximately XXXX hours, receiving the same run around. When I asked to speak to a manager, my call was immediately disconnected. I had to call back. Still having no answers, I eventually had to hang up because of work. On XX/XX/XXXX, I stopped in the XXXX, ND branch and asked to speak to someone in regard to the issue. She was very nice and explained she had to send it to the proper office. She said they would be contacting me within XXXX hours. XXXX hours passed with no calls no emails, nothing. I left it alone during the holidays as nothing would be resolved. On XX/XX/XXXX I contacted Wells Fargo Bank again. After a XXXX minute wait, I was passed off XXXX different times to XXXX different departments in a time span of XXXX hours. I had to call back 2 times and FINALLY expressed my disappointment in the matter and informed them I will be filing a complaint with CFPB. I expressed my disappointment that no one cared and that I was not even given an answer. I was just passed off as though I would give up and eventually hang up. I explained that I will be closing my account and that it may not seem like very much but the {$500.00} in question could have gone to pay bills or items for my children. My information was taken at that time, and I was assured that it would be forwarded up to an executive complaint office. I was also told that I would in fact be called by a person in regard to the complaint. As of XXXX am this morning, all I received was a generic form email indicating they received my complaint, and it would be looked into. In no way does this situation show Wells Fargo Bank appreciates their customers

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