Consumer complaint received 2025-11-19 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: NC

Complaint narrative:
In early XX/XX/XXXX, I contacted a company called XXXX XXXX that provides XXXX  study material. They called me back, explaining that they would send a flash drive with study material, and I was informed that if the material was not mailed back within a month, I would be charged {$250.00}. They then proceeded to ask for my credit card number, which I provided. Within a week, I received a XXXX package with the flash drive. At first, I did not know where the package came from because the company name on the package did not say XXXX XXXX. When my son and I went to open the flash drive, it would not open. I called the number that came with the flash drive and left a message explaining the situation and asking for a replacement drive to be sent. A couple of days went by, and I called again and left the same message asking for a replacement and an address for me to return the defective drive. I was trying to avoid being charged for something that was not working. On XX/XX/XXXX, I received a voicemail from the company saying they got my message and for me to call them back. I did not pick up the call originally because the call came up as an unknown number. I called back immediately and left another message emphasizing that if I missed their call again, I would ask that they provide a return address on my voicemail. The company called me back again on XX/XX/XXXX, and left another message without the return address. I began to XXXX the company and found no information about a company called XXXX XXXX. This had me concerned. I managed to finally get hold of someone, and they provided me with a return address. On XX/XX/XXXX, I went to XXXX to mail back the flash drive certified return receipt requesting a signature on arrival, to confirm that they received the package. Within a week, the package came back with the word " Refused '' written in XXXX marker. I went to the post office to ask them what that meant, and they told me that the person who received the package refused to sign for it. 
Out of fear that I would be charged, I called the bank, and they offered to block any transaction that would be made for {$250.00}. I asked them if they could block any charge coming from XXXX XXXX and the name of the company that was on the package, since I didn't know what name the charge would be under. Wells Fargo told me they could only use one name, so I gave them the name that was on the package. During XXXX, I believe, I received an email from Wells Fargo asking me if I recognized a few transactions. The charges were XX/XX/XXXX, from XXXX XXXX for {$200.00}, XX/XX/XXXX, from XXXX  XXXX  for {$240.00}, XX/XX/XXXX, XXXX, from XXXX  XXXX for {$7900.00}, and one other charge from the supermarket. I recognized the supermarket charge but not the other three. After doing some investigation, I found 3 more charges from XXXX XXXX for {$79.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and realized that these were fraudulent charges. XXXX XXXX was the company " XXXX XXXX '' that I had previously tried to mail the flash drive to. This company charged my card under a third name that I was not aware of, and that is why the charge was not blocked as requested. I filed a dispute with the bank.

After a few weeks, I received a letter saying that they found the charges from XX/XX/XXXX and XXXX, XXXX, and XX/XX/XXXX to be fraudulent. The money was refunded by XX/XX/XXXX. I received a second letter stating that the charges from XXXX and XXXX were still under investigation. I called the bank after another week or so to check the status, and I was told that the refund for XXXX and XXXX was denied due to a 6-month reporting time frame. I explained my confusion, being that they approved a transaction for XX/XX/XXXX, which was almost a year prior, and also refunded the XXXX, XXXX, and XXXX transactions from XXXX XXXX ( which was showing in my account as a recurring charge ). XXXX XXXX is a scam, and therefore, I should be refunded the charges from XXXX and XXXX. The representative was very rude and ended up hanging up on me. I called back, and the second representative gave me the same reason and still couldn't justify why the 2 charges in the middle of the charge timeline were denied. I am owed my money back. The company is a scam, and if Wells Fargo approved charges from this company during XXXX, XXXX, and XXXX, clearly the charges from XXXX and XXXX should be approved as well. I appreciate any help with this. 
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 explanation