Consumer complaint received 2022-04-13
Company: WELLS FARGO & COMPANY
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Sir or Madam, I have had several issues with filing claims/disputes on several different transactions with Wells Fargo bank XXXX The most recent dispute was for XXXX transactions that werent authorized on my account. I mistakenly believed the charges had been part of a previous resolved claim in XXXX but it came to my attention on XX/XX/XXXX that they had not. At that point I called the Wells Fargo customer dispute department for the first time on XX/XX/XXXX to report the discrepancy. The claims representative I spoke with filed m no since they were not a part of the previous claim as I believed. At that time the representative said that they were filing a claim for any additional XXXX charges in XXXX, which were from XX/XX/XXXX through XX/XX/XXXX. After we spoke I double checked all of my online claim information and noticed that the XXXX charges from XX/XX/XXXX through XX/XX/XXXX were a part of a previous claim and the CSR I had spoken with made an error. Since the department was closed on Sunday, I followed up on Monday, XX/XX/XXXX and called them back to correct her error. At that time I had also noticed they online banking that the claim I filed on XX/XX/XXXX was posed online, however there was only a single charge from XX/XX/XXXX for {$72.00} listed on the claim. So I relayed that information to the CSR on Monday and inquired why that was listed since that was not included in my claim list and why the additional charges in XXXX were not showing up. The representative said that although they were not showing up online for me to see, a claim had been filed on the charges from XX/XX/XXXX thru XX/XX/XXXX and that it was being handled by a different dispute department due to there being multiple charges. I also clarified that the XX/XX/XXXX charge was not supposed to be included and also that the representative from Saturday had been incorrect, and claims had already been filed and resolved for the XXXX from XX/XX/XXXX thru XX/XX/XXXX so the claim should only have the charges from XX/XX/XXXX thru XX/XX/XXXX ( listed above ) on it. They assured me that it had been corrected. However once again I logged online on XX/XX/XXXX and the XX/XX/XXXX charge for {$72.00} was still listed under claims and the rest of the XXXX ( listed above ) were not. So while online, I selected to cancel the dispute filed on XX/XX/XXXX for the XX/XX/XXXX XXXX claim for {$72.00} since it should not have been included. Since the above charges were still not showing up under online claims and I was not able to submit a new claim online, I called the Wells Fargo customer service dispute line once again yesterday, XX/XX/XXXX. At that time I informed the representative that I had canceled the {$72.00} dollar claim online and would like to know why the additional XXXX charges were still not listed. They informed me that the only claim filed Saturday XX/XX/XXXX was for the XX/XX/XXXX charge. I proceeded to give the CSR a list of the additional XXXX charges ( listed above ) for the forth time ( the first being back in XXXX ). The CSR and I went thru the list above and I was told that a new claim was filed, again. The CSR also I inquired, 3 separate times since they apparently did not accept the explanation I gave them the first two times, why the charges were not reported sooner. Each time I explained that I believed the previous CSR had included all of the XXXX XXXX charges on the first claim I filed in XXXX along with charges from tge beginning of XXXX that were authorized by me. When I was asked a third time on XX/XX/XXXX, I explained that I had been dealing with several unexpected XXXX XXXX during the last few months of XXXX and did not become aware of the of the discrepancy initially until XXXX. The fact that none of the documentation I received from Wells Fargo, including both email and letters, regarding any of the disputes/ claims included any specific information regarding the actual disputed charge itself including the date, amount etc, delayed me reporting the discrepancy since I had no way to actually see specific claim informationI do not receive a written statement. I did print out my statements, but did not see any specific information on my statements regarding the disputes ( if they were resolved, etc ) and any credited amount did not include specific dispute amounts as well, only a sum ). I had also attempted to check via online banking from my phone but was directed to access my account via a desktopwhich was not possible since I do not own a desktop or laptop. It finally came to my attention while at my parents earlier this month that the charges above were not a part of the first claim or any that followed. I truly apologize for any inconvenience this may have caused. 
On XX/XX/XXXX I called Wells Fargo claims to get an update on the claim etc. I was told that now they are going by the XX/XX/XXXX claim date instead of the original claim date of XX/XX/XXXX, and they hope to have a resolution by XX/XX/XXXX. I do not understand how Wells Fargo can pick and choose when they wish to file a claim after speaking with a customer or why a customer has to call the claims department 3 or more times to have a dispute correctly filed for charges that they did not authorize. This is a major issue. So I waited an additional 4 more days and checked the dispute online on XX/XX/XXXX and saw that the claim was now closed, with no replacement of funds etc. I immediately called Wells Fargo to find out why and was told they denied the claim since the several of the charges were on claim multiple times along with the fact that the agent I spoke with added charges to the claim that should not have been on the claim ( I have added a screenshot of the denied claim as well as the list of charges on it ). I was shocked to say the least. I went back thru my records and called Wells Fargo claims Bach because I did not agree with their decision to deny the claim. I asked to file a claim on the correct charges in XXXX and asked the representative to make sure the charges only got put on the claim one time so it would correct this time. After going thru the charges the representative then said that they could not file a new claim with those charges because they were on a previous claim that was now closed. Im not sure why this is an issue now since I have had to file multiple claims on the same charges in the past when the claim was closed incorrectly but she again stated that she could not. So I asked to file an appeal regarding the decision on that claim and she said she would do that so she took all of the information and said she generated the complaint /appeal for me, the reference # for it is # XXXX. Below are the correct XXXX charges that should have been on the claim to begin with, for a total of {$980.00}. 

XXXX. {$30.00} XXXX. {$200.00} XXXX. {$190.00} XXXX. {$210.00} XXXX. {$190.00} XXXX. {$150.00} Another claim that was handled incorrectly were for the two XXXX charges below. 

XX/XX/XXXX {$110.00} XX/XX/XXXX {$110.00} I have attached a screenshot for those orders as well as the photos of the items I received and why I returned those items to XXXX. I filed a claim for the 2 above charges for the first time on XX/XX/XXXX ( claim # XXXX for the XX/XX/XXXX charge and claim # XXXX for the XXXX charge ). Then they closed it on XX/XX/XXXX I received a letter dated XX/XX/XXXX that the claim was denied because Wells Fargo had determined I authorized the charge. Quite surprising since the claim was never opened and filed on the basis that the charge wasnt authorized, but that the items I received were not authentic or new as the seller described. As soon as I received the letter, I immediately contacted the claims department and filed a second dispute on these above 2 XXXX  charges. I explained the situation for a second timeI had authorized the purchase but the items were either damaged, past expiration or not authentic. The claims representative took all of information again, and asked that I email Wells Fargo a screenshot of both orders. On XX/XX/XXXX, I emailed the information as requested ( I have attached a copy of that email to the complaint also ). The claim number this time was XXXX. Then I received a letter dated XX/XX/XXXX that Wells Fargo needed additional information and to contact the claims department so I did. I explained that I had emailed all of the information and had also shipped the items back to the XXXX XXXX office as possible thanks him recommended by the previous claim representative. I also let that individual know the tracking # for both of the above orders was XXXX XXXX XXXX XXXX XXXX XXXX. Then on XX/XX/XXXX I received another letter from Wells Fargo that the claim was denied a second time because Wells Fargo had determined the charges were authorized by me?! At this point the situation would ALMOST be comical. Then, on XX/XX/XXXX I contacted Wells Fargo claims for a third time I and explained the situationthe charges were authorized but the items were damaged, mailed back directly to XXXX corporate office as advised by the previous representative. The claim # that time was XXXX. The tracking on that package is. Then on XX/XX/XXXX I received a letter dated XX/XX/XXXX, the same day I filed the claim a third time, that the claim was denied again because Wells Fargo found the charges were made by me or with my permission. Almost remarkable that the same mistake can be made continually. On XX/XX/XXXX I called the claims department again and was then told by the representative that the claim was over 120 days and the charges had been too long ago and they could not file a claim on these charges now. I explained that this was the third time that a claim has been filed and it should not have been close to begin with. The representative said that they were not able to help me. I requested to speak to a supervisor and one came on the line. I explained the situation and was told by this individual as well that the claim was too old and there was nothing they could do. Neither individual could have cared less. 

And all of this on top of the fact that they canceled my debit card without even having the courtesy to notify me that it had been canceled ( I found out when a grocery store charge was denied, which is a low thing to do to a customer ). When I called Wells Fargo customer service to inquire why the debit card would r work, they said that it had been closed and they could not give me any additional information. Then I received a letter on XX/XX/XXXX, saying that the debit card had been closed to prevent further risk to my account. The letter also advised me to take the necessary action to ensure youre prepared for the change.

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