Consumer complaint received 2025-07-14 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: CT

Complaint narrative:
On XX/XX/year> I noticed my Wells Fargo checking account balance was lower than expected. I logged into my account and reviewed charged. I noticed 3 charges in a row ( {$58.00}, {$500.00}, {$500.00} ) a total of {$1000.00}. I checked the company charging and didn't recognize it. The company was labeled XXXXXXXX XXXX. I XXXX that company and it didn't exist. I immediately submitted an online fraud claim through my Account page on the Wells Fargo website as it was not an available feature on the Wells Fargo App. After submitting the claim, the prompt said to check back in a few days to see the status. I checked back after 3 days and there was not movement, I checked after 5 days and there was no movement. So, I called Wells Fargo and asked for an update on my claim. They asked, e about the charges to verify if they were " forgotten '' or " fraudulent '' and I verified they were fraudulent. The woman on the phone asked me multiple times and I continued to verify all 3 charges were not authorized and that the company did not even exist. She said she would submit a request for a provisional credit of the funds, but that it might take a few days. I checked back on the status 2 days later and the claim still had not movement and there were no provisional credits to my account. I called Wells Fargo again to check on the claim and they said it had been submitted as forgotten charges. I denied that and said they were fraudulent and that it needed investigating. The woman I spoke with this time was very friendly, said she would update my claim to fraudulent and that she would ask her manager about giving a provisional credit. When she returned, she said the provisional credit of {$1000.00} was approved. She said they would investigate the claim and I would receive a written notice of the claim status in the main within a month. On XX/XX/XXXX, I received a notice in the mail that the charges were found to be " authorized or that a processing error did not occur '' and that they would be removing the provisional funds from my account on XX/XX/XXXX and to consider my " claim closed ''. I got very worried and called Wells Fargo claims department the next morning. The woman I spoke to said the claim was closed and that they had investigated and found the charges to be authorized. I asked ow that was possible since the company doesn't exist and she told me they had a list of products purchased from the company. I asked for the list and when she began reading them, I knew again it was a fraud. I asked if she could see a shipping label or confirmation and she said she didn't have access to that information or the company name. So, I asked what to do next and she said the onlt thing I could do was reach out to the company directly. I told her the company didn't exist and asked her if she had the information for me to contact them and she said she did not, only the name of the company from the original charge. She said she would request the information be mailed to me but that it could take 30 days for me to receive it. She said there was nothing else they could do as Visa had closed the claim. I asked for the Visa number and she said it's the Wells Fargo Visa company. On the XXXX of XXXX, Wells Fargo deducted the {$1000.00} from my checking account and now my account is XXXX XXXX and I am going to receive fees relating to my negative balance. I still have not received supporting documentation.

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