Consumer complaint received 2021-07-16
Company: WELLS FARGO & COMPANY
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I am making a complaint against Wells Fargo financial institution banking in XXXX I contacted Wells Fargo customer service line as I was instructed by local bank representative located in XXXXl Virginia to let them know I wanted to close the account due to my emails have been hacked and I suspected charges being done to my account without my knowledge I was instructed the account has to be at a XXXX  balance and then I can close the account online the representative told me I withdraw the $XXXX the count will be a XXXX balance and then it can be closed I followed the instructions within one hour there was a transaction pending they had already cleared my bank 2 days prior it was for my auto payment I contacted the bank for which I paid over the phone car payment and they said they had already received the funds from Wells Fargo I contacted Wells Fargo I contacted Wells Fargo back they kept that charge pending for four days after I had cleared financial institution for the car payment therefore they would not allow me to close my account every day that I tried to close my account it would not close they kept saying something was pending I kept telling them those charges I did not authorize I took one day off of work to go to the nearest Wells Fargo location which is over an hour away to sit down with a banker XXXX At the XXXX XXXX branch in XXXX Va I explained the situation that I was in and I wanted to close the account sense all the charges that are coming through now I have not authorized he explain to me he could do nothing to help me or nothing about the false charges and bank fees that occurred charges I did not authorize he said I had to call the one 800 number I explain to him Ive been on the phone with Wells Fargo every day to every other day for the last three weeks wanting to get this account closed since my emails were hacked and Im seeing charges that I didnt make I need to get this account close to the charges dont keep going through and your fees dont keep happening times and I have yet not to tell me that I called the XXXX XXXX Wells Fargo number for fraud and reported the fraud they still refuse to close the account I was told on several occasions that they cant will not close as long as charges are pending and for every new fraud that comes through the bank in the meantime I have to file separate fraud charges I have been battling this battle for a month in the meantime fees are stacking up and nothing is being done I contacted two of the companies and they helped me that issue credits to my account found the fraud fargo is still charging the fees on them Wells Fargo stated several times representative XXXX Wells Fargo stated couple times but if I put the money in the account wont be in the negative they still have to wait 48 hours before they close it because there could be other charges Ive explain to them every time Ive spoken to them these charges are not authorized my account my debit card has been subject to fraud I contacted XXXX back he said he put in a complaint to the corporate office he said I should hear from someone in 24 to 48 to 72 hours it has been one week and I still have not heard from anyone every time I contact customer service I get hung up on I have contacted Wells Fargo corporate and started explaining what is going on I got hung up on I need this account closed I need all the fees for the fraudulent charges taken off as well as the fraudulent charges some companies they dont have my name and they cant look up the information by debit card number I have documentation showing dates time and whom Ive spoken to concerning this matter for over a month now if someone can contact me I will be happy to fax the sheets of information to you
There is no reason at Wells Fargo they should have close that account in XXXX there is no reason for me do you have to go through this for a month of constantly contacting them getting disconnected and hung up on getting told that no they will not close the account then getting told no I dont need to pay anything because its under a fraud investigation but they still wont remove the fees or the charges or close the account or getting told no I need to pay the negative balance I should not have to pay for charges and I did not have anything to do with nor those fees because according to their policy they will credit all those fees and chargesI do not wish to bank with Wells Fargo anymore and I do not recommend for anyone to bank with them
I received a print out that day that I was in the bank XXXX gave me the print out I contacted XXXX  over an hour and a half on the phone they found where I was getting charges to different accounts different address different names they credited that bank account back same with XXXX however XXXX  would only give me one credit because thats all that they do I dont give any more than that the other companies either cannot find me on file I do not know how to get in touch with them Ive explained this over and over with Wells Fargo representative Wells Fargo supervisors and XXXX they were the ones that were supposed to be investigated for fraud a week later of course I have not heard anything from Wells Fargo Im going to start calling these companies going stop stop charging me they have yet to credit my account for those fees for XXXX and XXXX  I have sent a letter explaining all this to corporate I have not heard back please help me make them do what a banking institution is supposed to do and thats protect your moneys at your request to close your own bank account even when theres fraud they still wont close it please help me make them close my checking account and credit me back those fees for fraudulent charges
I have spoken with several banks all of these banks tell me that Wells Fargo should have closed the account issued credits and I should have have had to do their job. the so called pending transactions were fraud. Wells Fargo isnt allowed to operate in the state of TN. I know why. Please contact me for dates and names times when I have contacted wells fargo and their neglectful responses as well as dates times as to when i have been hung up on. this account they are still not closed as of todays date

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