Consumer complaint received 2024-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On or around XX/XX/XXXX during our tax audit our tax accountant found three ACH transactions during a four week period of time that was never authorized. According to our discovery and for reference purposes the name of the company was XXXX XXXX, XXXX. According to what was discovered was there was an unauthorized ACH in the amount of ( {$3500.00} ) which was initated on XX/XX/XXXX, a second ACH in the amount of ( {$230.00} ), and a third ACH in the amount of ( {$360.00} ) on XX/XX/XXXX all unathorized. 

Upon disputing the amount which was drawn out of our company account, The XXXX XXXX XXXX XXXX at Wellls Fargo Bank located in XXXX, Ca with account number ( XXXX ) on three seperate occassions all unanswered we made and filed a claim with Wells Fargo Bank. After not hearing if they were approving or denying the claim in question I contacted Wells Fargo via the ( XXXX ) number to be notified my claim was denied and I was told a letter would arrive outlining the reason ( s ). 

With no traction, and being out a substantial amount of money without our authorization, on XX/XX/XXXX, I opened a claim with your office the Consumer Financial Bureau with case number ( XXXX ). Subsequently, on XX/XX/XXXX marked ( Exhibit A ) I recieved a letter from Wells Fargo and a XXXX XXXX who outlined they would be reviewing the complaint and would respon based on their findings. 

Moving forward and over the course of the next week both XXXX and I played phone tag until connecting. It was during this conversation that she informed me that the unathorized ACH in the amount of ( {$360.00} ) which took place on XX/XX/XXXX was credit back as " Unauthorized '' but that the other two ACH transaction were denied. When I asked for the reasoning she went into a long speach regarding their findings and went so far as to outline all these transactions were done various ways which violated time frame of reimbursement. Furthermore, she outlined that I would be recieving a letter outlining the specifics for my review. 

On XX/XX/XXXX or soon after I received a letter now marked ( Exhibit B ) outlining the denial of these unathorized charges. In a review of the letter it was apparent that the basis was full of half facts and contridicting positions based without merit or logic. According to the letter on XX/XX/XXXX Wells Fargo closed our claim but credited ( {$360.00} ) for the XX/XX/XXXX ACH unathorized transaction but stated they denied the remaining two transactions becasue " too much time has passed ''. 

In an effort to put my arms around the statemnt made enclosed and marked ( Exhibit C ). According to the letter, upon receiving my complaint Wells Fargo conducted a secondary investigation. As you read through this response they now outline the reason the other two transactions were denied was as follows : 1. ( {$360.00} ) This was reimbursed based on the facts that it was processed as a Web ( Pre-Arranged Payment ). 
2. ( {$3500.00} ) This was denied becasue it was processed as CCD ( Cash Concentration and Disbursement ) 3. ( {$230.00} ) This was denied based on the same reasoning. 

Based on the information outlined over the last week and per the directive of the letter I contacted XXXX XXXX, XXXX. As outlined in our intial findings they clearly outlined they use a processing company called XXXX for Law Firms and their billing. Over the next week they provided the following information : 1. As stated in the intial claim XXXX sends our accounting department an email like the following which allows us to open the Invoice and mail in the check. Please see ( Exhibit D ) 2. Once our accounting department recieves the email and prints the invoice we cut a physical check and mail to XXXX XXXX but we have never authorized ACH Payments. Attached you will see on page 2 of 3 that on XX/XX/XXXX someone in their office made a online payment without our authorization as on XX/XX/XXXX they received the check payment issued. Please see ( Exhibit E ) 3.Based on the information provided I shared that with XXXX XXXX who provided me a snap shot of the online platform which gives the end user two options pay with an e-check ( which stands for electronic ACH ) or by credit card. Please see ( Exhibit F ) 4. Lstly, XXXX was able to suply me from their system a copy of the unathorized e-checks and thier issued recipts. In each instance you will clearly see the account number and method which clearly states eCHECK. Please see ( Exhibit G ) In closing, and to the contrary of the position of Wells Fargo all three transactions were done and intiated by a misunderstand from the vendor and all transactions were done the same way as XXXX does not issue or produce any payments onther than eCheck, check, cash, or credit cards. Furthermore, e-check and credit card is the only source that thier accountnats use in-house or online. Based on all the supporting documetation these last two transactions were unathorized and are considered fradualant.

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