Consumer complaint received 2024-10-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
During the time that I was given by the US Coast Guard to go find a place to live I came across an apartment I took interest in. It was the XXXX XXXX XXXX located in XXXX. My fianc and myself came across this property while looking for places to live on XXXX. I contacted XXXX thereafter and made an appointment to tour the apartment on Tuesday XX/XX/year>. We arrived and we were greeted by the property manager XXXX XXXX. We were then escorted and shown the apartment by one of her assistants. We loved the place and decided to proceed with the process. That same day I was given a leasing consultant by the name of XXXX. He wanted both myself and my fiance to fill out online housing applications. Each housing application cost {$75.00}. So it was {$150.00} in total. There were about 5 steps in the housing application process. Both myself and my fiance finished all XXXX steps and were ready to submit the housing applications but every time we tried to submit our housing applications it would give us an error message. The error message stated There was an issue processing this request, please try again in a few minutes. If the issue persists, please contact the XXXX XXXX. I tried contacting the XXXX XXXX XXXX but I could never get through to them and so I took a trip back there to speak to XXXX. I was told that she doesnt deal with these types of issues and that I had to talk to XXXX who could only be contacted through text message. When I spoke to XXXX he told me that he would check with his team to see what the issue was and that he would get back to me. The next day I checked in with XXXX again for an update to which he told me that he was waiting to hear from the applications department on how to proceed. A couple days went by and I heard nothing from XXXX so I went ahead and moved onto looking elsewhere since I only had a certain amount of time to find a place to live. I never heard back from XXXX still to this day. I filed a claim with my bank Wells Fargo on XX/XX/year>. I was given provisional credit of {$150.00} while the claims department did their investigation. Almost a month went by and on XX/XX/year> I noticed that my claim had been denied by Wells Fargo and the {$150.00} provisional credit was taken out of my account. I was under the impression that the claim had already been settled since a month had passed. I was caught off guard, upset and very disappointed at the conclusion that Wells Fargo had come to. I went back to XXXX recently to talk to XXXX about the situation. She told me to email her and she will get me my refund. I emailed her on the XXXX of XX/XX/year>. I got a call from her the next day telling me that everything was handled and I would be receiving my refund. Two weeks have gone by and still no refund. I tried to contact XXXX Properties who XXXX works for through phone calls and emails but I cant seem to get in contact with anybody. XXXX XXXX XXXX different properties in the XXXX area including XXXX XXXX XXXX. I feel as though I was robbed of my money because I paid for a service that was never completed. I would understand if the housing applications went through and I was denied the opportunity to rent the apartment but that just wasnt the case. I have evidence on my phone which I will submit. I am seeking assistance in recovering my hard earned money. Thank you!

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 monetary relief