Consumer complaint received 2024-06-06 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: VA

Complaint narrative:
This is response to claim number XXXX in the amount of {$6300.00}. I will list transactions at the bottom of the page. 
I am a 30 year customer of Wells Fargo Bank. I was dealing with some XXXX issues for several months and when I finally had time to check my account I realized there were so many charges, sometimes more than one a day, that came out of my account. I contacted Wells Fargo Bank. I was very upset and the gentleman I spoke to was very nice and helpful. I explained my situation to him and he talked to me about how he think it happened, by someone getting access to my card and account. He talked me through changing passwords for secondary password security and stopped my current card and sent me a new one. I'm not sure how all of this happened, but I explained to him that I had a message come on my XXXX XXXX that said to call this number, because I was due a refund from being overcharged. I called them and they told me I had to log on to different apps to have my refund sent to me. When I did he said, " Oh well you need to change your password first and then we will be able to send your refund through. '' After having me do this a couple of times I became angry and told him I was worried this may be a scam. I hung up with him. I'm not sure if this had something to do with the access someone had on my account or my phone that caused this or not. The person at Wells Fargo said sometimes they can get access to a card and even if you change it they can somehow get a hold of your information. I was pleased with all the help he gave me and how he explained things to me. Later, I received a letter in the mail denying my dispute. I was very upset as you can imagine. I called and got the run around for an hour talking to different people. They finally gave me the number of someone to contact about an appeal and I called them and left about 6 messages with them, and they never returned my call. I sent multiple letters also with no response. I have been dealing with this situation for over a year. I have been extremely loyal to Wells Fargo even when the company was going through legal issues. I would tell everyone that I thought Wells Fargo was a bank that was helpful, loyal, and trustworthy. I was so disheartened and disappointed when they are trying to deny a claim I filed for charges I didn't do and didn't authorize. I want them to do the right thing and back up their 100 % guarantee for fraud charges that weren't authorized. After so much of my time has been lost dealing with them and getting no replies, I have contacted our lawyer. I have a note from him that I will mail out to you. Please do the right thing and be as loyal to me as I have been to Wells Fargo. 


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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