Consumer complaint received 2025-11-25 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: PA

Complaint narrative:
Beginning in XX/XX/XXXX, multiple charges from the same company posted to my account for items I never received. At the beginning of XXXX, I revoked authorization for the company to debit my account specifically because I was not receiving the items. I also attempted to cancel the service but was unable to log in to their system. Despite revoking authorization and not receiving items, charges continued. I disputed all XXXX transactions. Wells Fargo mishandled the entire dispute process, used the wrong claim code, denied the claim internally within hours, gave contradictory explanations involving XXXX, and never allowed me to submit evidence. This caused financial harm and appears to violate Regulation XXXX. 

TIMELINE OF EVENTS : BEGINNING OF XX/XX/XXXX : I revoked authorization for this company to debit my account because I was not receiving the items I was being charged for. When I attempted to cancel the service directly, I was unable to log in to my account on the companys platform, making cancellation impossible. Charges continued despite revoked authorization. 

XXXX XXXX : The company continued to charge my account for items that were never received. Multiple transactions posted during this period. Attempts to resolve the issue with the company were unsuccessful due to lack of account access. 

XX/XX/XXXX : I opened a dispute for all XXXX transactions. A Wells Fargo representative incorrectly coded the dispute as cancelled service or merchandise, which did not match the fact that these were items never received and charges after revoked authorization. I never received a claim acknowledgment letter for the open XX/XX/XXXX claim. The only correspondence I received was the closure letter dated XX/XX/XXXX. 

XX/XX/XXXX : Due to confusion caused by the incorrect coding and misinformation from the representative, I closed the original XX/XX/XXXX claim. 

XX/XX/XXXX : I reopened the dispute and requested review of all XXXX transactions. A banker opened a new, properly-coded claim under items not received, but only XXXX of the XXXX transactions were added to the new claim. The remaining XXXX charges, totaling {$260.00}, stayed attached to the old incorrectly-coded claim. The banker documented on my account that the original claim was coded incorrectly and needed correction by the back-office claims department. 

XX/XX/XXXX Partial XXXX XXXX : Wells Fargo issued provisional credit for XXXX transactions. The remaining XXXX were not added to the new claim, and no credit was issued. 

XX/XX/XXXX Old Claim Wrongfully Reopened by Wells Fargo : Wells Fargo internally reopened the old incorrectly-coded claim at approximately XXXX PM. Because the wrong dispute code was still attached, the system automatically denied the claim the same day at XXXXXXXX XXXX. I was told this denial came from XXXX, but this is impossible because XXXX does not review or deny disputes in a six-hour timeframe. XXXX requires merchant response time and network processing, typically 3045 days. This confirms the denial was internal and not a XXXX decision. 

CONTRADICTORY EXPLANATIONS FROM WELLS FARGO : Representative # XXXX said XXXX denied the claim and that the company sent terms and conditions to Visa and the claim was immediately reviewed. This is not possible under XXXX procedures. 

Representative # XXXX said the denial reason was not enough information, which contradicts the claim that XXXX reviewed it. XXXX does not deny claims for lack of information within hours. 

Representative # XXXX said a new claim existed but could not provide the claim number. 

Representative # XXXX said the remaining XXXX transactions could not be added to the new claim, despite being identical and part of the same overall issue. 

Representative # XXXX ( claims XXXX ) insisted XXXX denied the claim even after acknowledging the original dispute was coded incorrectly. This contradicts XXXX rules and the not enough information explanation. 

Representative # XXXX later said the claim was still being investigated and told me to give it time, despite earlier statements that XXXX had already denied it. 

XX/XX/XXXX Customer Advocate Team : I spoke with the XXXX XXXX department this morning. They confirmed the dispute handling was not correct and opened an additional claim on their end to review the situation. They stated the dispute appeared mishandled and required escalation. 

REGULATION XXXX VIOLATIONS IDENTIFIED : XXXX. Incorrect dispute coding on XX/XX/XXXX. 
XXXX. Conflicting denial explanations ( XXXX denied it vs not enough information ). 
XXXX. Failure to allow me to submit evidence. 
XXXX. Failure to add all XXXX transactions to the correct claim. 
XXXX. Improper internal denial within hours. 
XXXX. Failure to provide a claim acknowledgment letter for the original XX/XX/XXXX claim. 
XXXX. Failure to provide the new claim number when requested. 
XXXX. Charges continued after authorization was revoked in early XXXX. 
XXXX. Multiple mishandled escalations requiring Customer Advocate involvement.

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