Consumer complaint received 2022-03-30
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Once again, on XX/XX/XXXX I started to fill out an online application with the XXXX XXXX. I never completed the application, it was lacking my final approval. It was late at night and I was planning on finishing it the next day. I accidentally added XXXX tenants to the rental application and only needed XXXX as well. I paid {$220.00} for the application processing fees ( for XXXX tenants, because it charges you before you complete the application in advance ). 

The next day another property managment called me and said they approved me. Since I had sold my house a few weeks before and had been living in a motel I accepted because I wanted to get out of the motel. 

I called XXXX and told them I didn't need to complete the application and asked how to go about getting a refund ( for unused services for an application I never finished or signed ). I was transferred to the underwriting department and XXXX agreed I am due a refund. He said he would email me about the refund and I just would need to accept the refund. He emailed me and I accepted. 

A week later, I got an email from XXXX from someone saying they were about to process my application in the next few days. I responded with, No don't do that, it's incomplete and I found a house already and XXXX is issuing me a refund. I received no response back. Then a few days later I received another email from XXXX saying they were processing the application and I'd hear back in XXXX hours. Once again I replied with No! Don't run the application, I already talked to the underwriter about the refund! 

The application was processed. I never got the refund. I did eventually get a refund for {$75.00} XXXX weeks later. 

I opened a dispute with WF XX/XX/22 for the {$150.00}. WF credited my account {$150.00}. 

In late XXXX, WF sends a letter saying that XXXX gave them undisputable evidence that the {$150.00} is theirs. Wells Fargo never asked me for my side or asked me for my evidence. They hung up on me the first phone call I made and I wasn't rude or anything, I was very civil trying to explain my side. I called back and basically was treated like I was a liar. Wells Fargo didn't even want to get my side of the story OR see the undisputable evidence about the refund because I told them I have the emails they should see before making a final decision, once again. 

Then I open my first CFPB dispute against WF XX/XX/22. On XX/XX/22, WF responded with the same response. They XXXX gave them enough undisputable evidence that it was their {$150.00}. Once again, they must not had looked at ANY of the attached documents I uploaded to come to that conclusion because I have the emails stating I was getting a refund and that the application wasn't even complete AND it was processed without my consent. 

On XX/XX/22, XXXX sent me a text message ( replying to an email I had sent about suing in small claims because this is borderline defamation, now both on XXXX part and Wells Fargo part ). It's also my money ... And XXXX agreed. So, now I have a text message DIRECTLY FROM XXXX about issuing me the {$150.00} in the coming days because, well, they were supposed to. It WAS supposed to be as simple as that. 

How is it that Wells Fargo can make essentially a legal decision, playing the XXXX and the judge in a financial dispute, without EVER asking for the VICTIMS evidence? Something is very unethical here. This is NOT how a investigation into a dispute should go. 

I shouldn't have to be the victim, the jury and the judge in my own dispute. This is ridiculous. Wells Fargo took the side of XXXX without even asking for any documents from me. Twice. Treated me as if I was a liar and wanted no part in even viewing my evidence.

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