Consumer complaint received 2025-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Ever since my mom passed away in XX/XX/XXXX I have been dealing with severe XXXX in addition to XXXX  XXXX  as I have been off of my medication due to XXXX. I am diagnosed XXXX and XXXX. This illness affects me badly at times and I have been having trouble maintaining every day life but am in therapy and using a XXXX safe product that is assisting me with my XXXX  when it occurs. 

I am 6 months pregnant with a baby girl and all I want to do is get my life back to normal for myself and for her and this entire ordeal has put so much unnecessary stress on me mentally and physically while I am still grieving the loss of my mother and trying to provide nourishment for myself and my child. 

My second complaint is as follows : On XX/XX/XXXX my debit card was declined for my internet payment. Upon logging into my checking account with Wells Fargo my account was negative over {$200.00} and I saw a slue of back to back transactions processed by this company XXXX - a total of XXXX transactions made from XX/XX/XXXX to XX/XX/XXXX totaling over {$1200.00} which had drained my checking account. 

( I do not remember making all of those transactions, and while manic I will sometimes black out I am not proud of this part of me, but I do what I can to prevent it. The hormones have made it more difficult but again I have taken additional steps to control it the last few weeks. ) Back to XX/XX/XXXX- When I noticed this and all the transactions- I initially had contacted this merchant because I only approved 6 or 7 purchases and had an account with them. I seldom made purchases with them - never in such grandiose amounts nor in so many transactions. 

I informed the merchant of the multiple transactions and advised of my mania and XXXX as well as advised I do not remember all of the transactions nor did I approve so many, only 6 or 7 in total, and asked them to cancel the transactions of all the orders of Gold Coin packages as I did not approve them, did not want the coins, and I did not and still have not used them. 

After they did not cooperate with providing a cancellation/refund I contacted my bank, Wells Fargo XXXX XX/XX/XXXX and reported the transactions as duplicate/cancelled orders explaining to the representative that I only approved 6 or 7 transactions in total but also explained I fear this company XXXX  is an illegal site ( in my state ). 

Mind you during this time I received no alerts or messages regarding the transactions in question which I feel I should have had more protective measures put into place as well as should have had a transaction limit placed to prevent this type of situation. 

The Wells Fargo rep I spoke with decided to cancel my card to prevent additional transactions and report all of the transactions ever made and submit them as unauthorized. 
Which if you listen to the recorded call, I had clearly stated that I have made transactions with them and asked to file the dispute as canceled product versus disputing them as unauthorized. The rep assured me everything would be fine and Wells would take it from there. 

While I have been in constant communication with the merchant company since XX/XX/XXXX and the merchant continues to dance around the topic refusing to provide refund for the XXXX XXXX packages that were credited that I have not used and refuse to use. 
This company is misleading in terms of the products they offer and I have NOT received any physical goods or services that benefit me from this company. 
Wells Fargo has not done anything with this claim since opening it- they have closed it on XX/XX/XXXX but then re-opened it but it remains pending review and all of the transactions listed as unauthorized have been listed as " removed '' from my claim. 

This not only has caused me undue amounts of stress, it is also preventing me from paying my phone, my internet, as well as is preventing me from buying groceries for myself and my animals and my unborn child. 

I am trying my best to work with this merchant but I continue to get the runaround and this merchant should not even be able to legally operate in the state of XXXX  nor the US. I am afraid that I will lose my apartment, as well as the stress of this is going to end up putting me in the hospital and putting my baby at risk. 

I have over 80 screenshots of all of my communication with this merchant, but will attach a few for reference, there is currently a class action lawsuit happening against this company, and the likelihood is it will be shut down in the state of XXXX. 
All I want is a refund for these transactions because I was essentially scammed and i have not received any physical goods or services from this merchant and have requested cancellation of orders, and refusing their product MULTIPLE times since XX/XX/XXXX WellsFargo filed my claim incorrectly as mentioned in my first complaint. The representative I spoke with barely spoke clear English and marked my dispute as unauthorized when they should have marked it as cancelled services. 
I sent a follow up to wells and advised that I directly informed the merchant that i was refusing their services and wanted to cancel orders of unused product I only authorized and approved 6 transactions total. The merchant has since blocked access to my account with their platform denying me access of the products in question and my bank is not protecting me. 

In addition to that, once Wells Fargo was informed that I filed a complaint with the CFPB, the very next day, they closed my claim and they sent me an email that they are closing my checking account and labeling me as a risk even though I have taken all the proper steps to resolve this on my own. I am not only upset but I am very offended at all of this. 

This is retaliation on their end, as well as discrimination against a XXXX individual who has had an account since XXXX and I feel they are going against XXXX and XXXX as well as my rights as a customer because I had refused services from the merchant indicated in my first complaint. 

Though my dispute was filed incorrectly, I will continue to try to work with the merchant directly even though at this point they have locked me out of the account and essentially denying me use of product purchased. Which again, shouldnt my bank be on my side? 

I would like to resolve this amicably with XXXX and I do apologize if I caused concern and have taken steps to correct it all, but I am also asking XXXX for a second chance. If XXXX can make it so my account can only be used for Groceries, XXXX, and XXXX  as well as place transaction limits or block transactions from any online gaming/entertainment merchant that would be more ideal than upright closing my account I have had for almost 20 years. 

Please help me as I fear for my future and for the life of my unborn baby girl as well as my status as a responsible person with my bank. I have made mistakes in the past, but my intentions are not in any way meant negatively. I am a good person and I just want to do the right thing. I do not want to be discriminated against or punished for my mental illness.

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