Consumer complaint received 2024-12-26 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: MT

Complaint narrative:
XX/XX/year>XXXX  Dear Consumer Financial Protection Bureau : My name is XXXX XXXX. I'm a board member of the XXXX XXXX in XXXX XXXX, Montana. 

Sometime in the beginning of XXXX, XXXX, our secretary received our monthly bank statement from Wells Fargo ( WF ). She immediately noticed an unrecognized charge of {$990.00}. This charge had been made on XX/XX/year>. The business name on our bank statement that was associated with this fraudulent charge was XXXX XXXX. As explained below, we later found this information to not be accurate. 

Before taking action, our secretary asked other board members if they had any idea as to what XXXX XXXX or the charge might be? Nobody had any idea. 

On XX/XX/XXXX, our board secretary contacted WF to report the unexplained charge. WF froze any transactions with XXXX XXXX. ' On XX/XX/year>, the Board at XXXX XXXX voted to put a freeze on all activity in our WF account. 

In early XXXX, while talking to XXXX XXXX XXXX, Associate Personal Banker at a local WF here in XXXX XXXX, Montana. We learned that since this was a business account, there was only a 48 hour window to dispute a charge. While talking to XXXX, we received a phone call from XXXX. XXXX was a corporate employee at WF. XXXX also said that only 48 hours was allowed to dispute a transaction. After 48 hours, XXXX said there was nothing he could do. Again, up until this time, we had no idea that this rule even existed. It had never been told or explained to us. 

We explained even if we had known this rule, our WF statement only arrived once per month. So even if we had known about the 48 hour rule, there is no way we could have possibly noticed the fraudulent charge within the 48 hour rule that WF had. Again, the fraudulent charge had been made on XX/XX/year>, weeks before our monthly WF statement arrived for us to view. 

As mentioned above, we've spoken to XXXX XXXX XXXX, here in XXXX XXXX. XXXX has been very helpful but has seemed resigned about the fraudulent charge. It was explained that something had to be done and that this situation had to be taken care of. 

XXXX gave us a phone number of the person/business associated with the fraudulent charge. We were encouraged to call the number. We were reluctant but we did so at our local WF location. We did this while XXXX was taking care of another customer. 
The person answering the phone tied to the fraudulent charge, denied responsibility but there is reason to believe that he was being less than truthful. As mentioned above, it should be mentioned that the phone number tied to the fraudulent charge, didn't match the business name that WF had given us. Neither the business we called nor the business name that WF gave us, did business in Montana. 

In early XXXX when we talked to XXXX, she did set us up with online access to our XXXX XXXX bank account. Since then we have carefully monitored all activity. 

Needless to say, we've lost trust with WF. Over and over, WF has given us the strong impression they were going to do the right thing and refund our money that was fraudulently taken from our account. Unfortunately, over and over, we have been disappointed. 

We've been consistent that this fraudulent charge must be taken care of. XXXX eventually turned this case over to XXXX XXXX, Branch Manager here in XXXX XXXX, Montana. 

XXXX promised she would contact people higher up with WF. Both XXXX and XXXX were optimistic that this matter would be taken care of properly. And so, we kept giving more and more time. 

Unfortunately, this was never taken care of. An ultimatum was finally given that this matter had to be taken care of by XX/XX/year> or further outside action would have be taken. 

We need help. This was a huge loss to XXXX XXXX. As of right now, we simply want the money refunded that was unknowingly and fraudulently stolen from our account. 

There is much more to this matter. We have kept all papers, correspondence, and information that WF has given us over this matter. We welcome questions, investigations, or whatever is necessary. This matter will be pursued until this matter is taken care of. We're extremely disappointed with WF that we have politely and repeatedly tried to take care of this matter. 

XXXX XXXX XXXX XXXX of XXXX XXXX

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