Consumer complaint received 2023-01-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
So in the beginning of XXXX of 2022 we had planned a family trip to XXXX XXXX XXXX XXXX XXXX XXXX weekend in XXXX. I reserved the rental under my name and one of my sisters reserved the XXXX XXXX Three weeks before the trip there was a family emergency and we had to cancel. I cancelled the car reservation in well enough time to not have any issues. The rental company on their website tried to say you can't do cancelations but legally you can NOT charge a consumer for a product or service never rendered. I didn't notice this until I tried to cancel. I contacted Wells Fargo and told them the exact thing is just typed and they were willing to put in a dispute and fight the merchant for me. They were successful in getting my money back and doing the claim and everything they needed to so I would be set. However, I had a trip planned in XXXX for my birthday on XXXX XXXX and I frequently checked my account each day leading up to it to make sure my money was there because that would be my spending money for that weekend. It was there. On another card for a separate bank account I had my hotel and resort fee money to cover my room. Fast forward to when we landed we went to check our bags into the concierge until check in time because we landed early in the morning. So we went to grab a bite and planned to walk the strip for a bit thereafter to occupy our free time. Well when I went to pay for my food my WF card declined. I ended up having to use my other bank card to cover my food, putting that second account in jeopardy of not being able to cover the room. I called the bank and they said I was overdrafted by a XXXX XXXXXXXX dollars. When I asked the automated system to get me a banker, once they got on the phone they told me they needed more information from me for my claim against the rental car company so they let the merchant take the funds BACK OUT of my account anyway AFTER they had already settled it 3 weeks prior. When I told them the reason I didn't use the car A SECOND TIME they said they would put the money back in ten business days. In the meantime I'm stuck in XXXX for a weekend with no spending money because by the time they said the money would be back I would already have been back home in Texas. This meant I had to take an emergency loan. Unfortunately the amount I qualified for with one small company meant I would need to get two. So I took two loans for emergency and then the next morning Wells Fargo put the money back into my account after leading me to believe that the whole weekend i would be waiting for it so this meant I just took two loans for no reason and didn't need to. Needless to say I'm STILL being harassed by the loan companies for more money almosy a year later. The whole incident set a bit of a domino effect of me falling behind on bills for a bit due to the loan companies refusing to reverse the process since it was already submitted. A very aggravating and unnecessary experience due to Wells Fargo 's incompetence.

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