Consumer complaint received 2018-08-29
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, I went to my P.O. Box. I found a Member Renewal Notice for Member # XXXX from XXXX XXXX in XXXX, XXXX. The letter advised that my membership fee would be automatically deducted monthly from the debit card account currently on file unless I canceled. 
I went immediately to my local Wells Fargo Branch to ask about this. I met with a bank representative, XXXX XXXX. I showed him the letter from XXXX XXXX and told him I had never signed up for a travelers plan and didnt need one. I asked how long Id been charged for the plan. He looked up my account and said Id been charged for only two months, XXXX and XX/XX/XXXX. 
I asked XXXX how they got my debit card account information and who signed me up. He called XXXX XXXX on his speaker phone while I was there. He gave them my membership number and handed me the phone. I asked the person from XXXX XXXX who had signed me up. The person answered, Wells Fargo. 
XXXX asked me to ask XXXX XXXX to send me a history of my membership, which I did. I also told the XXXX XXXX representative to cancel my membership and handed the phone to XXXX. 
Following this meeting, I received a letter from XXXX XXXX confirming the cancellation of my membership. However, I did not receive a history of the membership, as I had requested through XXXX. 
On XX/XX/XXXX, I went back to the same branch of Wells Fargo and learned that XXXX is no longer with Wells. Instead, I met with a different personal banker, XXXX XXXX. I told XXXX what had happened. At that time, I was still only aware of the two months charges ( which totaled {$27.00} for XXXX and XX/XX/XXXX ). 
I was less concerned about the amount than about the manner in which it was removed from my account, by authorization of Wells Fargo. 
XXXX called XXXX XXXX on my behalf. In that phone call, he learned that the membership charge, {$13.00}, had been deducted from my account every month since XX/XX/XXXX. 
XXXX asked XXXX to e-mail him all my statements. They told him they couldnt do that, but they would mail them to me within 10 days. This did not happen. 
During the same meeting, XXXX made another phone call, which I believe was to the Wells Fargo Claims Assistance Center ( ATM/Debit Card Claims, XXXX. XXXX XXXX, XXXX, XXXX XXXX ). 
I spoke to the woman there and answered several questions. She said she would get back to me. 
On XX/XX/XXXX, I received in the mail a membership request from XXXX asking me to just sign my name for one months free membership. There was no word about my previous account history or my request. 
I then went to the same Wells Fargo branch and talked to XXXX again. I told him I had received no answer from XXXX. I told him I would be out of town for a month or so. I returned to town and went to my P.O. Box to get my mail on XX/XX/XXXX. I found one response from XXXX and one letter from Wells Fargo. 
The letter from XXXX stated that I had provided them with my signature and had agreed to their terms and conditions at the time the charges started and I allegedly joined their travel club. 
I did not sign an agreement and I did not agree to any conditions. 
The letter further stated my account was now canceled and that any credit due would be applied to my bank account in the next 7 business days. 
The letter I received at the same time from Wells Fargo said they would reimburse me for unauthorized transactions that occurred within 60 days after the activity first appeared on your statement dated XX/XX/XXXX. 
I immediately wrote to XXXX XXXX XXXX ( Sr. VP, Claims Assistance Center, Wells Fargo ) to advise Wells that the partial reimbursement was not acceptable and to request full reimbursement of all charges to my account that had occurred, in the total amount of {$1200.00}. 
I still have not received a statement history from XXXX, showing all transactions from XXXX XXXX through XX/XX/XXXX, despite my repeated requests.

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 monetary relief