Consumer complaint received 2021-03-02
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX I sold an item to XXXX XXXX, and she paid for the item by transferring the money to me in XXXX. 

Just a few days later, Wells Fargo would lock me out of my account, leaving me without access to the funds in the account, the transaction information, balance information, etc. It would not be until XXXX, that I finally received a letter from Wells Fargo, stating that my account was in the clear and that I could resume business as usual. 

The account had been locked and placed under investigation due to an amount charged back by a XXXX payment that was sent to me. 

I logged into my account, and much to my dismay and surprise, XXXX dollars had been removed from the account, without even so much as a note or memo as to what the funds were removed for. 

It was not until later that I called Wells Fargo, and was transferred around numerous times, that I finally was informed that the money was removed from my account because a zelle transaction sent to me in the amount of XXXX dollars was flagged as fraudulent by Wells Fargo, and the funds were subsequently taken out of my checking account and given to the individual named at the opening. 

In searching for a way to appeal this, as I had informed Wells Fargo that I had proof of purchase, I was once again transferred numerous times until I reached tier-whatever support. 

The individual I spoke with, which by the way, was a very rude encounter, as he would not let me finish a sentence before butting in constantly and trying to talk over me, informed me that Wells Fargo would not be doing anything about it, there was no appeals process available to elect, and that if I wanted the money back, to contact XXXX and take her to court. 

This is just preposterous. How can the bank just reach into my account, take my money, and then sit around with their hands in their pockets, when I find out what has transpired and object? When this investigation was underway, no one bothered to reach out to me to let me know what was going on, no one asked me to forward any evidence or proof that I had readily available in order to help my case and protect myself from the dishonesty that the buyer was perpetuating. Where was Wells Fargo when it should have been my turn to tell my side of the story? 

And now, the damage is done, Im out of the money, and still, Wells Fargo wants to do nothing to help me, to listen to me, to see the proof that I have. They say they are not allowed, and I am calling them on the XXXX. I should not have to rely on the court system to recover my money. I should be able to keep money in my bank account and rest assured that the bank is there to protect me, not be an entity from which I need to protect myself. Please help me, this is not fair, and its something that would honestly be devastating should I not be able to come to a swift and fair resolution. 

Best, 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