Consumer complaint received 2021-12-06
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:
On XX/XX/XXXX there was a XXXX XXXX XXXX  transfer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX of 5,000 dollars into my Wellsfargo checkings account. This money is not meant for me. On XX/XX/XXXX a transaction was made authorized ( XX/XX/XXXX ) from XXXX XXXX XXXX XXXX of XXXX XXXX dollars. 

I contacted Wells Fargo Claims Department and they opened up a case for this transaction. By XX/XX/XXXX they provided my account with a XXXX provisional credit. 

Seeing that my account now had a large amount of money I called the claims department again and told them that the XXXX was a part of the 5,000 and that I wanted to know how to return it since it wasn't mine. 
The person I spoke to advised me to contact XXXX XXXX XXXX  since they would have to send it back, so I made an appointment with the branch XXXX. The manager then told me that because I do not have a XXXX XXXX XXXX account, I didn't have access to any information and that whoever told me to come to them was wrong " they don't know how to do their job. '' I had to miss class for this appointment. 

Since they weren't able to help me out, I made an appointment with my own Wellsfargo branch in XXXX XXXX. The young lady managed to get a hold of a higher-up in the claims department and explained my situation. After about a week and a half, the 5,000 dollars was returned to the person who had sent it ( XX/XX/XXXX ). 

Since the 5,000 dollars were returned, I figured that everything was solved and returned to normal. To my surprise I was wrong. I later received a letter stating that the XXXX dollar transaction was made by me or someone with my permission ( that is not the case ) and because of such the temporary credit would be deducted from my account within 10 business days on XX/XX/XXXX. 

My account went from having XXXX dollars to XXXX. Upon seeing this I contacted the claims department that same day XX/XX/XXXX. A guy by the name of XXXX picked up and transferred my call to another person named XXXX. I explained to XXXX that 5,000 dollars were deposited and that a transaction was made in which I received provisional credit. I then asked why they were taking out even for money if they had returned the 5,000 dollars already. He was unable to help me and stated that another ticket would have to be created and that I would be getting a call from someone within 48 hours. I made the call Monday, received no call back on Wednesday, Thursday, or Friday. I told him that I was really frustrated with everything since I am in XXXX XXXX my tuition is due XX/XX/XXXX and yet there is no solution to the problem yet. 

I decided to schedule another appointment on XX/XX/XXXX with Wells Fargo Bank to see if they had any luck with the phone call since at this point I am frustrated and stressed out. Not only was I back and forth with everything, but it's Finals exams week for my XXXX school program. Luckily I was able to speak with the same young lady, XXXX XXXX, that I had spoken to in the past appointment. She was able to get a hold of the claims department and they told her that I had to pay the XXXX since they stated that I in fact was authorizing it. What got me even madder was that they wanted to offer me a credit card to pay it off. In the end, I would stills have had to pay for a transaction I didn't even do. 

At this point, I am extremely frustrated with Wells Fargo since there has been nothing done to help me, but false accusations. I also told the banker that the credit card would be denied since I am a DACA student. It was denied multiple times when I had applied previously for a credit card at Wells Fargo for " not being a resident. '' I only work two days, one at the XXXX XXXX and the other cleaning a house. I am literally losing my hard-earned money. I can't even pay my bills or even school. I just want my money back.

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