Consumer complaint received 2021-06-15
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:
I hired XXXX XXXX XXXX  XXXX to move me into my new home on XX/XX/21. I paid a {$170.00} deposit. Upon arrival, the employees walked in and immediately, in an extremely hostile way, were outwardly expressing to each other that their office employees didn't know what they were talking about with sending them to my move. I was obviously confused and when asking what they were talking about, I was told they would be adding thousands of dollars onto my bill. ( I am still unsure why as I was moving out of a small 2 bedroom apartment with only one bed and one couch being the large furniture items. Everything else was boxes - maybe 30 of them. ) I expressed that I didn't want that and would like to hire them only for what I had previously discussed and if they didn't finish within that time frame, then they would just stop wherever they were. They agreed, had me sign some paper that he said he'd go over when he returned, then told me he was going to get tools from him truck and would be right back. He never returned! I immediately called the company, told the manager what happened, her words to me exactly were " I highly doubt that happened '' then she hung up on me. I was then charged {$550.00} in fraudulent " cancellation '' charges. The police were called and everything was reported as I had also seen the employees taking photos of my debit card with their personal cell phones. I then called my bank, Wells Fargo, explained the situation, filed a report, and they returned my {$750.00} to me. Today, XX/XX/21, I received a letter from Wells Fargo stating they would be withdrawing {$750.00} back out of my account as their investigation had been ruled in favor of XXXX  XXXX XXXX, XXXX. I was APPALLED and immediately called them. I was told that because this company had provided a signed paper including the cancellation fee, that the case had been ruled in their favor. My problem is that I NEVER CANCELLED!!!!!! These employees told me they were going to get tools from their truck then left the premises with all of my information!! It left me in a complete bind - I had to scrounge to find a totally separate moving company who could save me at the last minute, as I had to be out of my apartment that day and it was already XXXX. I would have NEVER chosen to go through that!!! I am having a hard time understanding why I wouldn't be protected by my bank who I put the utmost trust in from a company that fully took advantage and scammed me. After researching this company, I have found that they have over 50 active complaint with the XXXX, most of which list VERBATIM exactly what happened to me. This company changes their name every 2-3 years in an effort to dodge the repercussions from their scams and fraudulent behavior. They claim to be a small family owned business and that is also completely untrue. If I was responsible for these charges, I would have no problem accepting that. The fact I was scammed by a company who is so familiar with the process that they know exactly what to do and say is horrifying. This whole thing has really just turned my world upside down. I am an XXXX  who lost everything to COVID. {$750.00} is a lot of money to me, especially right now so this loss is just detrimental and I am in desperate need of help!! The fact of the matter is that this company is trying to charge me a {$550.00} cancellation fee when I NEVER cancelled, but instead was completely ghosted by their employees.

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