Consumer complaint received 2023-04-14
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
RE : Fraudulent XXXXWells Fargo Chargeback Claim against my account My ex claimed that the money he sent me through XXXX through his Wells Fargo account was fraud. However, he sent me the money himself and it was not fraud. He fraudulently filed a chargeback claim. Please read below : My ex XXXX XXXX has lived with me in my home from XXXX XXXX. He worked and paid the bills and I was a homemaker from XXXX XXXX. He would send me his paycheck through XXXX  or direct deposit or give me cash. He has always had money put in my bank account throughout the time we have lived together since XXXX. 

He was hired on permanently at his job at XXXX XXXX XXXX XXXX in XX/XX/XXXX. ( from XXXX XXXX XXXX he was working for them through a temp job agency named XXXX ). XXXX XXXX required him to have his own bank account to get direct deposit. So he went and opened his own Wells Fargo account on XX/XX/XXXX. I even went with him to the bank the first time he tried to open the account but we had to go a second time and that time he went alone. Since all the bills in our home were in my name he would send or give me the money and I would pay the bills. 

He sent a few XXXX  transfers to me from his wells fargo account to my wells fargo account. A few times I sent him money as well. From XXXX XXXX XXXX He would have his temp agency  deposit his paychecks in my account and you can see those deposits weekly from XXXX XXXX. After he was hired on to his job from the temp agency XXXX to the company payroll XXXX XXXX XXXX XXXX he would get a papercheck while the direct deposit was getting set up and he would either cash it and give me cash or deposit it with mobile deposit or in person then transfer me the money using XXXX. We both transferred money to each other by XXXX in XX/XX/XXXX. 

Due to escalating XXXX from him I left the relationship XX/XX/XXXX, he moved out of my home on XX/XX/XXXX. I applied for a protective order on XX/XX/XXXX. On XX/XX/XXXX ( Initial protective order hearing was XX/XX/XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Immediately after that hearing I got the notification that my bank account was overdrawn by over {$1200.00}. I logged in and saw that Wells Fargo took {$1100.00} from my account and gave back to him stating that he reported the transfers from XX/XX/XXXX as unauthorized and as fraud. When I called Wells Fargo they told me that the investigator investigated his claim and decided it was fraud. However, I was never contacted or asked about the transfers. If the investigator would have looked at both of our accounts they would have seen that we both had the same address and sent money back and forth to each other. 

How is it ethical or okay for them to reverse the transfer when it is not fraud he very much intended to send me the money. I have text messages and witnesses that can testify to the fact we were living together and he was paying the bills and I was the homemaker. He very much intended to send me the money. 

I do not believe that Wells Fargo completed a thorough and accurate investigation and believe they stole my money. Not only did they take the {$1100.00} from my account but I only had around {$1000.00} in my account so it made my account go overdrawn and several of the transactions from that weekend that posted on XX/XX/XXXX were sent back and I am sure I will have to pay returned payment fees from those merchants. My account continues to be overdrawn and the current balance is negative $ XXXX. If you look at the attached bank statement you will see where XXXX sent me money and also where I sent him money back in XX/XX/XXXX. If his transfers to me is fraud why is my transfers to him not fraud? I have text messages where we are discussing him sending me the money. You will see cash deposits in my account from XX/XX/XXXX for {$1000.00}, XX/XX/XXXX {$730.00}, XX/XX/XXXX {$380.00}, XX/XX/XXXX {$590.00} and XXXX for {$960.00} all of these were from him getting cash from his paychecks and giving me cash. 




I have tried to resolve this issue with Wells Fargo several times. It appears they are not concerned at all with this issue as I have not received not even one phone call back as promised several times. 





On XX/XX/XXXX I called Wells Fargo to complain about the reversal stating it was authorized and legitimate and not fraud. I was told a complaint was submitted on my behalf regarding the XXXX transfer reversal. 

I called Wells Fargo back XX/XX/XXXX to verify that a claim was opened and was told there was not a claim opened. I spoke to XXXX, a senior escalation agent with the Assist team. He stated that he would send the information to the investigator to have them reconsider the reversal and that i should hear back from the investigator by Thursday XX/XX/XXXX. He would not give me the investigators name or contact information. 

On XX/XX/XXXX I called Wells Fargo back and stated that I never heard back from the investigator and requested to speak to a supervisor. The senior escalation agent with the Assist team told me that she would have a supervisor call me back within 48 hours as well would also send my complaint to the executive office and someone from that office would contact me within 10 business days. 

On XX/XX/XXXX I received an email stating that the Wells Fargo executive team would contact me within 10 business days to discuss complaint or if they needed to do more research would let me know if needed more time. 

I called on XX/XX/XXXX to verify that my complaint was sent to the executive team and to see if I could speak to the investigator before they made their determination. The lady said that someone named XXXX would be contacting me within the 10 business day timeframe. 




I did not hear back from wells fargo executive department within 10 days. I emailed them they emailed me a response back on XX/XX/XXXX stating that they do need additional time to research. I received a call from XXXX XXXX with the executive team and she apologized for the delays and she got the story from me again and then said she would investigate and get back to me. I explained to her that my ex XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  if Wells Fargo takes the XXXX from his account and returns to me that it will result in him trying to harm me in some way either trying to make me lose my job, my son ( he called XXXX on me as well since I have left the XXXX relationship and that case was closed within 2 weeks as they saw it was a frivolous report as well ). I asked XXXX if she can tell me if the money would come from him or from an insurance claim because if it is coming from him then I dont feel safe and XXXX XXXX XXXX XXXX XXXX XXXX {$1100.00} she told me there is no way for her to know and there is no way for her to speak to the next level of people that would be in charge of the claim and there is no way for me to speak to them there is no way for them to call me. I asked can you notate that if the claim is coming from insurance i want to proceed but coming from him then i dont want to proceed due to safety. She said again there is no way for her to insure that happens. i asked for her supervisors information she said there is noone above her that i can speak to. She said she asked her coworkers and they all said the same thing. I do not believe Wells Fargo is honest truthful or ethical. I would like for Wells Fargo to investigate the claim and see that these claims were not fraud and return my money to me in the full amount of {$1100.00} plus any returned fees that have been charged to my account or to me due to them taking the {$1100.00} in error. HOWEVER, due to my ex being XXXX I know if he wakes up and this money is gone from his account that he will come after me XXXX. Wells Fargo needs to make this right. This was a result of a poorly executed or non existent research/investigation of his fraudulent chargeback claim of the money he knowingly sent me. Now my account is overdrawn {$260.00} and I attempted to close it but they wont close it until I pay that amount which I will BUT it would not be overdrawn if Wells Fargo had done a proper investigation into his fraud claim. If they had denied his fraud claim he would have moved on and there wouldnt be an issue today. I no longer trust any P2P system or really any bank. One day my money was there one day it was gone. 
I have attached my XXXX, XXXX, XXXX, XXXX and XXXX bank statements along with the emails I received from Wells Fargo regarding this matter for your reference. XXXX and XXXX bank statements show XXXXXXXX XXXX  direct deposits into my account as he authorized his employer to do. We also had the same addresses on our wells fargos accounts during the time he sent me the money. All of these facts should have been used by the investigator to deny his claim of fraud. 

Thank you for your time and consideration, XXXX XXXX

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