Consumer complaint received 2024-04-09 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: VA

Complaint narrative:
On XX/XX/XXXX, I initially filed a series of disputes with Wells Fargo for my checking account for a series of charges from XXXX totaling {$3400.00} beginning on XX/XX/XXXX and continuing through XX/XX/XXXX. 

Long story short, I had been playing on what I believed to be ( and was advertised as ) a legal, US-based online sweepstakes gaming site based in XXXX. The site showcased a ( now known as illegitimate ) fair gaming license, showcasing that its sweepstakes games were legally licensed in the United States and tested for fairness. I had fun playing at the site for a while, and it seemed honest enough ; I was able to make withdrawals early on, and everything seemed on the up and up. 

Eventually, the site became worse and worse ; I began seeing some charges that I did not believe I authorized ( some of which even withdrew my account ), and I started having reservations about using the site/its legitimacy. Additionally, the daily " free play '' sweeps that every player is supposed to receive disappeared. When I reached out to " support '' it became increasingly clear that this was an irregulated, scam ( likely off-shore operation ) with no fair-regulated game-play ( a clear breach of their terms and conditions, as well as the daily free play/free play options that sweeps are required to provide ). 

I reached out to XXXXXXXX XXXX directly, and numerous times, from XXXX before disputing the charges with the bank. They would not provide me with a list of my transaction history to verify I had made all of the charges ( not just to WF checking, but a few other cards as well ). I asked them to provide information about their licensing agreement, when their last fair play testing was completed, etc. They would not provide the name of their US-based entity, any licensing information, or my transaction history.

It was becoming more and more clear that this was not a US-based reputable business -- or tested gaming site -- AT ALL, so I told the customer service team I thought it was a scam and wanted to close my account/discuss getting a refund or partial refund or my deposits ( minus winnings, of course, because I'm not trying to cheat them ). Instead of providing me with any of the legal information I requested, they added {$300.00} to my account to try and bait me to stay/not file a complaint. 

When I mentioned that I wanted a refund of all money spent ( minus any withdrawn winnings because they had hit all the red flags of an illegal offshore site, they immediately stopped responding to me and locked my account, so I was not able to access even the brief 7-days of transaction history that was shown. After that, every follow-up email I sent was not responded to, but I would receive a phone call from the same number 2-3 minutes after sending. Although I never answered, when I called back, the same gentleman answered and provided a different business name each time. 

I immediately filed complaints with the FTC, XXXX and XXXX. I am also in the process of filing a complaint with VA 's Attorneys General office. After filing the initial scam complaints, I closed all cards I had used on the site and filed disputes with all banking institutions I used on the site. All on XX/XX/XXXX. 

So far, Wells Fargo checking is the only bank refusing to even hear me out. Moreso, I personally feel like they've treated me like a degenerate, are unwilling to listen to anything I have to say, will not take my documents, and have misled me on numerous occasions. 

When I initially called to file a dispute on XX/XX/XXXX, I had two lengthy conversations with different representatives explaining the situation from start to finish. It seemed to me that we were on the same page, and that I had " spent a fair amount of money with a merchant who did not provide the services they promised. '' Imagine my surprise when less than week later, on XX/XX/XXXX, my dispute was promptly closed and the dispute reason was closed to " don't remember this transaction '' ( which I never claimed, and was VERY clear about ). 

I called the dispute center the next day, XX/XX/XXXX to inquire about the reason code being changed and what my follow-up steps were be. Could I reopen the dispute under the appropriate code ( either merchandise not received or service not as described ), or would it be possible to a open a new claim for the charges under the appropriate code. The representative I spoke with on that day informed me a manager would review the call to confirm whether or not they made a mistake in the reasoning code, and that they would get back to me within one to two business days. 

Over the coming weeks, I received two update emails from WF disputes saying they were looking into my case, and then no more updates. Nothing changed in my online account and I stopped receiving emails, so I called again on XX/XX/XXXX. 

On XX/XX/XXXX, the representative I spoke with said the call was being reviewed but that it would take 7-10 business days ( despite the fact that the call was supposed to be reviewed almost a month prior ). Again, I waited. No emails. No calls. No online account updates. 

I called again this morning, XX/XX/XXXX. I spoke with a representative XXXX, who would not provide me with any other contact information for her ( no last name, email, phone number -- nothing ). She seemed confused at first as to why the initial complaint had not been refiled after reading the notes in my account, and then she put me on hold for 10-15 minutes while she gathered more information. 

When she came back, her tone was completely different, and she basically told me, " Sorry ; you deposited money into a scam gambling site ; not our problem. '' I tried to ask how an illegal site was able to operate under XXXX XXXX merchant policies or how the bank didn't offer some kind of protection for consumers when merchants who ( not only break their XXXX XXXX XXXX ) operate illegally through XXXX/are approved by Wells Fargo XXXX 

I expressed sincere disappointment with her, explaining that they seemed to have no interest in my documentation, evidence, or discussing it with me in any way. I have lengthy email exchanges and fraudulent XXXX XXXX XXXX  screenshots for XXXX that I sent to other institutions and haven't had any issues with any other bank pursuing the case. They've all been incredibly kind and sympathetic, and all cases are still actively open, with the merchant having yet to respond in almost 60 days ( pretty clearly all fraud ). 

Finally, Wells Fargo confirmed that they would send me a detailed description of their investigation, and the only thing I received was a half-page letter stating their investigation found no mistake was made. 

They won't try to work with me ; they won't listen to me. In subtext, they basically told me I was XXXX for trusting the site ( despite that it's illegally showcasing a fair-play US license ), and that just because they broke their merchant terms it's not the bank 's fault. While I agree that it's not the bank 's fault, I do think it's their responsibility to at least pretend they're trying to protect consumers. 

Reading reviews on XXXX, the XXXX, and other locations, it's extremely clear that numerous complaints have been filed for this merchant with Wells Fargo, and they continue -- knowingly -- allow it to happen. 

To wrap it all, " XXXX '' essentially said, " File with the XXXX  or something. I don't know what more to tell you. ''

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