Consumer complaint received 2023-11-08
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
RE : Wells Fargo ( WF ) stealing from their customers! Specifically, FRAUDULENT CHARGE to my c.c. of {$57.00} made by WF, itself, on XX/XX/XXXX. 

BACKGROUND : I noticed a debit transaction on my c.c. dated XX/XX/XXXX titled " ADJUSTMENTS-RETURNS '' for {$57.00}. It was for the exact amount XXXX rec 'd a credit for from XXXX on the same date. WF is FRAUDULENTLY debiting my account, for NO REASON! In fact, I was told it was just because they were unable to find a charge for this amount, so they thought there shouldnt have been a credit, & therefore they debited to reverse the credit. Incredulous that WF would steal $ $ $ from me just because they arbitrarily decided Im not owed a credit, that I was in fact owed & that the merchant provided & confirmed that I was owed! 

XX/XX/XXXX I called the phone # on the back of my WF c.c. 866-229-6633 to inquire why on earth they would arbitrarily DEBIT my account? I shared my concern w/the 1st customer svc agent I spoke w/ & we discussed the charge. I was subsequently txfd from person to person, each time having to verify my identity & explain my situation from scratch. Over XXXX hrs total of getting bounced around @ WF. I finally reached a lady who was very sweet, professional & went out of her way to try to help. Disappointed I misplaced her name! After yet again verifying my identity & explaining the whole situation, she reviewed & stated she couldnt find any info on my account that would explain this arbitrary debit. She was equally as baffled-why her company, WF, would arbitrarily debit my account! She suggested that perhaps the merchant requested this debit because there was a credit on my account for the same date & amount? I told her this was a credit I was owed, just never rec 'd until now, for return of merchandise. Nevertheless, to explore all options, she offered to contact the merchant on my behalf & placed me on hold while she did. She verified XXXX didnt request reversal of the credit, & I was, in fact, owed that credit & there would be no reason for WF to have debited this credit back to my account. She suggested I wait to hear back from the merchant, then reach back out to WF. 

XX/XX/XXXX I rec 'd an email from XXXX XXXX confirming that the credit they issued on XX/XX/XXXX was a refund for a return from a purchase I made XX/XX/XXXX. I have the return receipt from them as well. Upon receipt of this email, I called WF back XXXX or XXXX XXXX the phone for another XXXX hours this time! being transferred from one person to another because no one seemed to know which department handled this sort of thing-their bank, stealing $ $ $ from their client! I 1st started with XXXX # on the back of my c.c. I finally got through all the teleprompts & reached XXXX, verified who I was, explained my story again, & was referred to WF claims assistance center @ XXXX. That led to a myriad of other people I spoke w/, each time having to verify my identity & explain my situation. This time, I got all of their names-1st spoke XXXX, than XXXX XXXX who spoke w/her supervisor ) and I was told they couldnt help me. I insisted on speaking w/her superior & was then transferred to XXXX ; XXXX XXXX who XXXX me they would assign a case mgr who would get back to me. She gave me my case # XXXX Rec 'd a call Fri, XXXX @ XXXX ET fromJohn, ( XXXX ) from the Executive officeat WF. He refused to give me his last name or any other identifying credentials. He started off the call asking for all the details again from scratch, as if he didnt have any notes from all my previous interactions w/his Wells Fargo, his organization! Told me he was assigned my case & would look into & get back to me. 

Nobody has contacted me since, & the debit of {$57.00} that WF ARBITRARILY & ILLEGALLY charged to my c.c. account has not been reversed. How can a behemoth financial institution- almost $ XXXX XXXX, still be in business w/their fraudulent business practices, stealing $ $ $ from their clients?

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