Consumer complaint received 2017-11-22
Company: WELLS FARGO & COMPANY
State: NC
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:
I notified Wells Fargo of transactions I did n't recongnize via their online messaging system. I listed mainly larger transactions, scrolling past minute charges such as fast food places. My account is shared with my wife and I did n't know how to tell what charge is from what card. So I simply did not include them in the message. The representative who received the message then opened a claim with these transactions. 

At some point prior to these charges occurring I misplaced my check card. I do n't know when and this is what I told Wells Fargo when I called them inquiring about my claim. The call was supposed to be recorded however everyone I speak to says that this is irrelevant because a decision has already been made. The representative that I spoke to for the 1st time regarding the claim did not notate the account that I stated I did not know when the card was lost. This is why I wanted them to pull the audio recording. 

I received a letter in the mail that the claim was denied and the provisional credit of {$1500.00} would be withdrawn from the account on XX/XX/2017. I contacted them as soon as I saw the letter. I stayed on the phone for 1/2 an hour with the first representative before she conveniently could no longer hear me ( she was perfectly clear ) and proceeded to hang up on me. She did not attempt to contact me although they ask for a valid phone number at the beginning of the call in case of disconnection. 

The gist of the call was that they denied my claim for a variety of reasons. Someone had logged into my account several times while the charges were occurring but the claim was not made right away, not all transactions were disputed, there was no balance inquiry, a transaction had been verified. I calmly explained gave my reasoning for this. 

My father was diagnosed with XXXX XXXX and I also became my mother 's XXXX XXXX XXXX XXXX. I am a mother of XXXX XXXX as well. My mental state during this time has been all over the place. I logged into my account to view the balance before making bill payments. That is all I did. When I made submitted the online message to wells fargo I left out transactions to places like XXXX, XXXX, ect. They were relatively small charges that did n't stick out to me and I did n't know if it was a charge on my card or my wife 's. They should have been included. There was a transaction regarding travel that I did n't recognize. I had stayed in a hotel but the name listed on the transaction was n't even remotely similar. I did n't recognize it so I submitted it in the claim. According to wells fargo, they would automatically deny the claim because of this. 

They are unwilling to assist me in any way regarding this claim. They say that it can not be reopened. I did not make the charges and should not be held responsible.

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