Consumer complaint received 2025-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
Summary : A {$9000.00} charge was erroneously put on a debit card transaction in XX/XX/XXXX. The Wells Fargo account of the debit card was provided a provisional credit of {$9000.00}, which was then deducted in XX/XX/XXXX. In XX/XX/XXXX the merchant that the erroneous transaction occurred at made a chargeback of {$9000.00} to Wells Fargo, realizing this was an error. The {$9000.00} was to be credited to the debit card account used in the erroneous transaction. The {$9000.00} was not deposited into the account and Wells Fargo is claiming there must have not been a chargeback. Wells Fargo will not investigate further. 

Timeline of missing {$9000.00} from Wells Fargo On XX/XX/XXXX XXXX XXXX made a purchase at Top Beer Concessions with his Wells Fargo debit card for an {$11.00} beer. He accidently entered {$9000.00} in the tip screen thinking the screen was for PIN number ( his PIN is XXXX ), making the purchase for {$9000.00}. 
On Monday XX/XX/XXXX I, XXXX XXXX, called Wells Fargo and explained the error made by XXXX and asked for advice to remedy the problem. The bank rep told me she would take care of it and start a dispute. I later realize she advised me wrong and should have said that Wells Fargo can not be involved in this type of dispute since it is a human error. I did not know she advised me wrong and I did not reach out to the merchant. On XX/XX/XXXX, {$9000.00} was deposited into our Wells Fargo account. I trusted that my bank, Wells Fargo was taking care of this problem. 
On XX/XX/XXXX I came home from a weeklong travel and had a letter from Wells Fargo dated XX/XX/XXXX in my mail. It states the bank has determined there was no error and that my account was charged the correct amount for the transaction ( {$9000.00} ). As a result, on XX/XX/XXXX, they will deduct the provisional credit of {$9000.00} provided earlier. The {$9000.00} was deducted and my account went into overdraft. 
On XX/XX/XXXX, I contacted both Wells Fargo and the merchant, XXXX XXXX of Top Beer Concessions by phone. XXXX, the merchant told me he returned the {$9000.00} to Wells Fargo as a chargeback. Wells Fargo claims they never received the {$9000.00} chargeback. 
Over the next four weeks I made almost daily phone calls to Wells Fargo and received four emails from escalations department, in which I responded to. During this time I communicated with XXXX, the merchant, via text numerous times. XXXX told me he agreed to the chargeback on XX/XX/XXXX. He provided me images of the chargeback withdrawal from his bank on XX/XX/XXXX for {$9000.00} and the statement from his card merchant services showing the chargeback dispute started on XX/XX/XXXX. During a conversation with XXXX card merchant services, XXXX, I learned the date of deposit of the {$9000.00} to Wells Fargo was XX/XX/XXXX. 
It was during the first week of communication with XXXX and Wells Fargo that I realized XXXX had actually completed the chargeback. At this time this become no longer a dispute, but rather a problem as to where the {$9000.00} went when it was deposited to Wells Fargo on XX/XX/XXXX. Wells Fargo continues to treat this like I am pursuing a dispute and ignores my request for an investigation as to where the {$9000.00} is. 
Wells Fargo continues to claim the {$9000.00} was not deposited to Wells Fargo. In the four written responses from Wells Fargo and when talking to bank reps, I am repeatedly told to reach out to the merchant despite the fact I have told everyone I am in contact and working with the merchant. Wells Fargo states they have closed the case. I am continuing to work with XXXX, the merchant, to obtain further proof of refund/chargeback.

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