Consumer complaint received 2015-10-05
Company: WELLS FARGO & COMPANY
State: UT
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, 2015 I noticed an unauthorized charge on my small business checking account at Wells Fargo that had occurred on XXXX/XXXX/2015. The charge read " XXXX XXXX XXXX XXXX '' and was for {$200.00}. I tried to notify Wells Fargo online about the charge, but the form on the site indicated I had to call. I did call, and the representative assured me they would look into the charge. No change was made on the account and the charge still remained. No messages from Wells Fargo were posted to the account message center and no other communication was sent to me via email or letter. 
On XXXX/XXXX/2015 I called Wells Fargo to ask for the status. After being cut off three times navigating the bank 's phone system, I spoke to a representative who told me the charge would remain because I had not disputed it within 24 hours. I said I had disputed it within 24 hours of noticing the charge, but she insisted I only had 24 hours from the time the charge was posted to the account. When I asked why they had not notified me, she said a letter had recently been sent. I also spoke with her supervisor who gave me the same response ; although both indicated they were sorry. I asked why the person who took my original call had indicated the charge would be corrected if found to be incorrect, and I was told that person had " been mistaken. '' I asked to speak with the supervisor 's supervisor and was told I would receive a call back. I did not receive that call. This process took more than an hour. 
Some important points : 1 ) I informed Wells Fargo within minutes after I became aware of the charge. 2 ) This is a business account where I have money, but I often go some time without making a withdrawal. 3 ) I was sent a debit card for this account but I 'm quite sure I never intentionally activated it and I know for sure I have never used it ( the card was shredded shortly after receiving it ). No credit card or line of credit is associated with this account. 4 ) The charge I disputed is the only charge on that account for XX/XX/XXXX ( there were also no charges in XX/XX/XXXX ). I have since moved most money from that account out of concern that fraudulent activity might resume. XXXX ) I do n't know the source of the charge. Wells Fargo has not told me if they consider the charge to be a debit-card charge, a credit-card charge, or some other type of transfer ( the first XXXX should not be possible ). I presume it 's not a check since no image is posted online. 6 ) Lacking information from Wells Fargo, I do n't know how to contact the source of the charge -- I ca n't find them online from the information provided -- and I do n't know whether this is simply a mistake or fraudulent activity. 7 ) Wells Fargo indicated that they made no attempt to ascertain whether or not the charge was fraudulent or an error. Their investigation was limited to whether or not I had noticed the charge in time. 8 ) The idea that I have to monitor my account every day and notify the bank of any unauthorized activity within 24 hours is outrageous, especially on an account that has not had authorized transactions for XX/XX/XXXX and XX/XX/XXXX ( with the exception of a deposit and transfers made because of this potentially fraudulent activity ). 9 ) I checked the account on XX/XX/XXXX to see if a deposit made on XX/XX/XXXX had been posted. Even though I 've been making deposits for more than 20 years from the same highly reputable source, Wells Fargo often arbitrarily puts holds on deposits. So I do check those. 10 ) I notified Wells Fargo of the unauthorized charged before receiving a statement for the month. I do review the statement monthly and it 's my expectation that is the time to look for concerns with Wells Fargo 's management of the account and that any clock that starts on notification should start with the statement or a communication from Wells Fargo.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief