Consumer complaint received 2021-07-01
Company: WELLS FARGO & COMPANY
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
In XXXX of XXXX, I had owed my XXXX Department Store charge account a balance of {$110.00}. I tried to pay it on-line but I could not. So I called them and authorized the {$110.00} payment, over the phone, from my checking account. 

My next XXXX statement said I owed them {$140.00}, which included the {$110.00} ( that they said I didnt pay ), plus a {$29.00} late fee ( plus or minus a few cents here and there ). I called XXXX and said I already paid this and that they had taken it out of my checking account ( which was verified by my XXXX XXXX XXXX  statement on XXXX ), but XXXX said they had no record of the payment. Therefore they would not credit my account for the {$110.00}. 

Somewhere along the line, I discovered that Wells Fargo was handling these credit transactions for XXXX. 

Then on XX/XX/2021 my checking account statement showed that Wells Fargo had withdrawn {$100.00} from my checking account. There was no indication that it was connected to XXXX, but I assumed it was. XXXX said they had no record of this withdrawal. 

I had gotten tired of arguing with XXXX, so I called XXXX XXXX and opened a fraudulent claim. I explained the situation as best I could, and XXXX XXXX assured me that they would look into it. I eventually received, from XXXX XXXX, the {$110.00} credit, and later the {$100.00} credit. As I recall, XXXX XXXX also arranged for the elimination of the {$29.00} late fee. 

I have not used my XXXX 's charge account at all since then. 

Then on XX/XX/2021, I found on my on-line XXXX XXXXXXXX XXXX statement that Wells Fargo had again withdrawn {$100.00} on XX/XX/XXXX and {$40.00} today. These were voice-activated withdrawals. 

The last time this happened, in XXXX of this year, it was due to XXXX XXXX, so I thought XXXX was again responsible. So I called XXXX again.They said no, I dont owe them any money, my outstanding balance was XXXX, and they ( XXXX ) didnt withdraw any money from my checking account. They said, again, Wells Fargo handles their credit transactions. 

Then I called XXXX XXXX fraud department. They said they would look into it, acknowledging that this had happened before. XXXX XXXX opened a claim to investigate apparently - Wells Fargo. They will reimburse my {$100.00} from the XX/XX/XXXX withdrawal, and {$40.00} for todays withdrawal. 


Since the last time this happened, I changed my XXXX XXXXXXXX XXXX card because of this problem. But it later became clear to me that Wells Fargo had access to my checking account, so the change to a different bank card number probably was of no consequence. I do not want to change my checking account because of the many ACH transactions connected to it, not to mention the hassle of doing so. All because of Wells Fargos suspicious activity. 

On further reflection, I suspect this ( voice activated charges ) is being done consciously in a criminal manner by Wells Fargo, not just to me but to many other accounts. This is just my cynical speculation, given Wells Fargo 's previous history of improper financial behavior. 

XXXX XXXX XXXX has been incredibly helpful throughout this ordeal. Their help and integrity highlights the differences between a truly honest organization and one that continues to try to cheat their customers. 

I have sent a letter to Wells Fargo ; however, their organization is so vast that I suspect my inquiry will die a slow death buried in a pile on someone's desk. So I'm hoping that the CFPB can investigate.

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