Consumer complaint received 2024-01-21
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: WELLS FARGO & COMPANY (MI)

I had purchased aligners from XXXX XXXX XXXX on XX/XX/XXXX and paid {$250.00} as a down payment to start my XXXX XXXX XXXXt. I received my XXXX on XX/XX/XXXX, and was expected to complete my treatment on XX/XX/XXXX. 

Starting XX/XX/XXXX, I was making monthly payments for {$68.00} to finance my aligners, and signed a contract that I would make these payments over the course of 28 months. XXXX XXXX XXXX offered a lifetime guarantee to their customers, as well as access to a lXXXX XXXX who would be overlooking my treatment, as well as offering refinements to make corrections should customers be dissatisfied with their treatment. 

On XX/XX/XXXX I reached out to XXXX via phone call to request refinements because my teeth had not moved in accordance to the treatment plan that was proposed. I had also never met with my XXXX XXXX. I expressed my concerns and requested to meet with him so I can get refinements and get my teeth to look the way that I would like and was expecting. That day I was told that I needed to wait until I was on my last tray of aligners to request refinements since that was my scheduled time to complete treatment. I called XXXX on XX/XX/XXXX and did a video chat with an agent explaining how my teeth hadn't moved much the 4 months I wore the aligners, and still weren't entirely straight and still had gaps. I was told that this was sufficient enough to request more aligners since my teeth weren't in fact on track, and that someone would be in contact with me with XXXX hours to determine whether or not my request would be granted. On XX/XX/XXXX a member of the XXXX team contacted me and told me that my request was denied, because it was out of company " protocol '', but never told me what the protocol was, nor did they provide me of copy of it upon request. I was then told that I could try to submit another request, which I did that same day. On XX/XX/XXXX XXXX let me know that they had once again denied my request. That day, I was on the phone with them and requested a cancellation of service as well as a refund. On XX/XX/XXXX, a XXXX rep emailed me saying that my cancellation request had been approved and that a member of the finance team would be contacting me within the next 7-10 business days to proceed in the cancellation and refund process. However, on XX/XX/XXXX, it turned out that XXXX XXXX XXXX had completely suspended all operations, and went out of business, effective immediately. There was no one to contact as a result. I immediately contacted my bank, Wells Fargo and put in a claim to get my money back- which was the {$250.00} deposit, as well as the three monthly payments of {$68.00}, for a full total of {$450.00}. I had also asked Wells Fargo to block all future payments, since I had cancelled my service and was in the process of getting a refund issued. On XX/XX/XXXX Wells Fargo denied my claim for the refund, which I didn't discover until yesterday, and authorized the monthly payments- one on XX/XX/XXXX as well as XX/XX/XXXX, XXXX both for {$68.00}. I called Wells Fargo on XX/XX/XXXX to inquire why my claim was denied, as well as why they did not block the payments like I had asked. It is important to note that when I filled my claim on XX/XX/XXXX with Wells Fargo, I told the rep that I would be happy to provide them with the email that I got from XXXX stating that my cancellation requested was approved, and how a member of their team would be reaching out to me to proceed in the refund process. The WF banker never asked for it, or any proof for my claim. Upon talking to a banker yesterday via phone, I was informed that Wells Fargo would not be giving me my refund of {$450.00} because the initial transactions occurred beyond their 60 window. As for the two transactions of {$68.00} from XX/XX/XXXX and XX/XX/XXXX, I was assisted in filing another claim, but was told that they can't make any promises, again despite me stating that I have proof of service of service cancellation from XX/XX/XXXX. I don't know what to do since there is no one from XXXX XXXX XXXX to contact and my bank is refusing to give me a refund.