Consumer complaint received 2019-12-27
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: Can't stop withdrawals from your account

Complaint:
On XX/XX/XXXX at XXXX, XXXX XXXX , with XXXX XXXX XXXX XXXX DBA XXXX Help Centers, reached out to me via text about a Loan Forgiveness Program to dismiss my loans. He stated the process would take at least 90 days, my credit score would go back up and reflect an improvement by the end of the 90 days. 

To enroll in the program, I was told I had to make three payments of {$290.00} for XXXX, XXXX & XX/XX/XXXX. So, I authorized 3 payments from my Wells Fargo Account ending in # XXXX for XXXX, XXXX & XXXX with Wells Fargo on XX/XX/XXXX. After the first payment, I noticed I was continuing to receive notices from my current student debt company that I was paying, XXXX XXXX. I was told to discontinue paying XXXX XXXX while payment was being paid XXXX Help Center, since they would be buying out my debt and I would be in their program by the end of XXXX. During this time, i was supposed to renew my payment contract with XXXX XXXX but because I was under the impression that I XXXX would buy my debt, I contacted Wells Fargo and discontinued my automatic withdrawals with XXXX XXXX. 

During the 3 months of withdrawals, none of what XXXX said about my FICO scores occurred. In actuality, it seemed my FICO continued to decrease and I continued to receive late payment notices from my current loan servicing company as well. 

After the last payment was made on XX/XX/XXXX at XXXX, XXXX reached out via phone and advised me to be on the lookout for my Finalization Packet from my case manager. He said it would arrive within 7-10 business days. 

When the packet never arrived, it totally slipped my mind to check on the status. So, on XX/XX/XXXX at XXXX, XX/XX/XXXX @ XXXX and XX/XX/XXXX @ XXXX, I attempted to contact XXXX XXXX via text letting him know I hadnt received any paperwork but to no avail. After not receiving replies for texts, i called the number I was given. The number was disconnected. 

I then emailed XXXX and the emails started bouncing back. 

On XX/XX/XXXX, XXXX attempted to deduct more money from my account. So, I contacted Wells Fargo and told them of the scam and the company was illegally withdrawing money from my account. I provided all of the contact information I was given. I was advised to go to the police and file a report. My old account was closed and a new account was opened to thwart further deductions. I was told no new deductions would occur after my account transitioned. 

So, I went to XXXX Police Department and opened a report for the scam. I provided all of the contact information I had regarding the incident. 

XXXX attempted to deduct more money from my account and Wells Fargo allowed them to even though I had already reported the scam to both them and the police. When Wells Fargo finally started blocking the deductions, XXXX changed the amount they were tying to steal from {$290.00} to {$100.00}. They attempted to deduct {$100.00} several times from my account even after I reported fraud to Wells Fargo and the police.

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