Consumer complaint received 2019-06-19
Company: WELLS FARGO & COMPANY
State: FL
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:
Greetings, I called Wells Fargo this morning as soon as I got back from my cruise due to several charges that they charged me on my debit card that was on file with XXXX XXXX. I told the agent that those charges on my account was not authorized by me and they had no authority of charging my account for entertainment services that I did not authorized. I played in the casino without my card and I took a picture so they can see that my card was not inserted in the machine and that it is wrong and fraudulent from casino to charge me. I was not the only individual that went and complained to the casino. When I went to guest services they said that they have nothing to do with the casino and that I need to pay them the balance which was {$310.00}, so I gave them {$400.00} cash and my balance with them was 0 with a credit of {$85.00} Then yesterday XX/XX/2019 when I opened my app I noticed that I have a balance of {$1200.00} so I went back to the guest service desk to ask what happened so they sent me again to the casino, when I got there I showed them the only money I ever took was from my own winning and I enclosed a receipt for you to see. They told me that the money is just on hold and that there will be no issue. So this morning I called Wells Fargo ASAP and filed a dispute and the first agent was very nice to help to resolved this issue then she transferred me to a lady at the dispute department by the name of XXXX that started to listen to my issues and then started to tell me that the bank can refund me the money however that they are going to reverse it again because XXXX is going to deny the charges. I have been with Wells Fargo for more than 4 years and never an issue beside one time when one of their agent was very rude towards me and my mother at a branch and the branch manger resolved the issue by bringing me in. So I now I feel that Wells Fargo should protect me as a customer and a military individual and fixed this issue and help me get back my money as they can see the money was deposited by the military to pay my wifes school and my trip was paid for everything by the military travel. 

Now, today it is Wednesday XX/XX/2019 and I am tired, frustrated and exhausted with the way the agents of Wells Fargo are treating us after we were robbed in the XXXX XXXX and I called the bank to make them aware of the issues and I was on the phone with an agent, that was so rude she stated that wow you have so much disputes and Wells Fargo will not repay any customers for their own mistakes made so I asked her so are you telling me that we were asked to get robbed here in this country? The phone called dropped and they made no attempts to call me back to see if Im ok or to try and resolve the problems. I received an email XX/XX/2019 that my new card has been shipped and that theyve blocked the cards for myself and my wife. So I called back again to check and see if they have processed my claims and they told me that it was denied but yet they ordered a new card for me so they did see that an error occurred and refused to fixed the issues which has caused my account to be in serious negative, my bills are not paid because they return the payments that was submitted automatically for XXXX, XXXX, etc. this is just unreal I have been with this bank for the past 6 years I never had any issues until this year when we went on this cruise with XXXX that they allowed them to take from my account {$1200.00} plus dollars and I also paid another {$400.00} to XXXX that I went to the local branch in XXXX Fl on XXXX XXXX XXXX XXXX XXXX to fax them the receipt that I paid cash and now yesterday XX/XX/XXXX they reversed it again. This is not fair at all and I am tired. I need help and an attorney because I have proof for everything and they need to refund my money.

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