Consumer complaint received 2020-06-22
Company: WELLS FARGO & COMPANY
State: MN
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:
Due to suspicious activity, I asked to cancel a check I mobile deposited on XX/XX/2020 of {$4900.00}. On a recorded line, I called them the same night and let them know to cancel the mobile deposit and they stated that they couldn't. I let them know to cancel it due to suspicious activity and they took no action to help keep my money safe by closing my account or asking any further questions. 
The check was fully deposited and new transfers appeared through XXXX XXXX that were going out on my phone without my authorization. It was a scam ( like I stated to them ) and days later the check was reversed in full {$4900.00}. 
2. ) Transfers of money were being posted on my account that I did not authorize through XXXX. They indicated I authorized these transactions and my claim got denied. 
3. ) A police report was filed due to taking a job offer and being threatened by the owner to tell Wells Fargo that I authorized these transactions but I did NOT. I called Wells Fargo to have these disputes reconsidered ( I did a total of 5 times as they told me to keep trying ) I ended up filing a complaint as they kept saying it would be reconsidered and transferred me to their claims department and there was no change. 
4. ) I received multiple letters from Wells Fargo ( in the mail and in messages ) indicating different claims and statuses on those claims. The first incident is when I called Wells Fargo to dispute the first two claims on my checking account ( {$2700.00} and {$2000.00} ), since it the {$4900.00} check was reversed it took money from my Checking  account, if not enough it takes out of my savings and then credit card. They said it would take a few days for the claim to be completed. I got a letter dating XX/XX/2020 ( I never received it until XX/XX/2020 ) stating " We had credited your account properly in the amount of {$2000.00}. Please consider your case closed. '' I never saw the {$2000.00} on my account. I called Wells Fargo on XX/XX/2020 to see the status of the {$2000.00}. They had indicated ( on a recorded line ) that it was a mistake and that there was nothing else they could do. How did the claim get re-opened? I kept getting told I couldn't get my claim reconsidered due to the status of it being " closed ''. I then received a message through their Message Center on XX/XX/2020 stating the following " Dear XXXX XXXX : Good morning! Thank you for contacting Wells Fargo. My name is XXXX, and it's my pleasure to assist you today. 

I received your request for information about your credit card claim. 

It can be upsetting when a charge ( s ) is presented against an account unauthorized. 

After reviewing the account, our records indicate that, the claim is closed. 

I am happy to let you know that we were able to credit the account {$620.00} as well as the {$20.00} fee on XX/XX/2020. 

This will reflect on your next statement. 

Have a great week! 

Thank you for your business. We're happy to have you as our customer. 

Sincerely, XXXX XXXX. 
Wells Fargo '' I looked on my account and saw the credit of {$620.00}. The next day it was taken out of my account. This was the second time they decide to credit or tell me their going too credit my account and it doesn't happen or gets reversed. When the credits were posted, they were not categorized under a " temporary credit. '' So the case again, was reopened. This doesn't make sense. 
This would not have happened if they would have cancelled that check, kept me safe by closing my account or taking further action as that it what it states on their website. 
I was scammed out of {$4900.00}. I have not received any money back from Wells Fargo OR a follow up on my complaint.

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