Consumer complaint received 2024-06-14 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: AL

Complaint narrative:
My complaint against Wells Fargo stems from an incident that happened on XX/XX/XXXX. I was grossly overcharged by fraudsters. XXXX individuals came to my house and offered to spread XXXX XXXX for {$9.00} per bail. After completing the work, these people then claimed it took way more bails than anticipated and I owed them {$3300.00}. For a job that normally costs around {$1400.00}. When I pushed back they then refused to leave my property until I paid and used intimidation to force me to pay them as my wife and baby were at home. I called the police immediately and they recommended that I file a claim with my bank and they patrolled my neighborhood to try to find the individuals. The individuals refused to return any money and in fact called back and tried to ask me to send them more money claiming the payment never went through. 

Please see the attached documents that show how much I have previously paid for XXXX XXXX  at a higher rate ( {$11.00} per bail ). Also please see the warning that has been issued by the XXXX XXXX XXXX XXXX Police Department about incidents of scammers defrauding residents through a XXXX XXXX scheme using intimidation tactics to force payment. 

I certainly have no issue paying a fair price but this is clearly fraudulent and criminal to force people into over paying without paying them back. This is also supported by the police warning.

I called Wells Fargo the day this happened ( XX/XX/XXXX ). I spoke with a customer service rep who told me that he felt like this was fraudulent and he put in a claim for me XXXX XXXX XXXX. I was issued a credit back for the payment and they cancelled my current debit card and issued me a new one because of the suspicious activity. I asked if I needed to provide any documents/ supporting evidence and I was told that someone with Wells Fargo would contact me regarding the claim to do all of this. Nobody ever contacted me so I called on XX/XX/XXXX to get an update. I was placed on hold and transferred around numerous times only to be told that the claims department is not open in the afternoons. I called the next morning and again was put on lengthy holds. I was told that my claim was closed and that they considered this a legitimate purchase. I was told that Wells Fargo came to their decision because the payment went through XXXX XXXX and therefore could not be fraudulent. I guess any payment through XXXX XXXX gets denied without them contacting the claimant. I explained what happened to the claims representative and he told me that the claim should have been for an overpayment and not fraud even though Wells Fargo submitted the claim as fraud and put a hold on my debit card and issued me the money back. I was told that a new claim was being opened for an overpayment -claim # XXXX. I was again told that someone would reach out to me if anything else was needed. I then received a letter in the mail dated XX/XX/XXXX stating that my claim was closed and they were taking the money they had credited out of my account on XX/XX/XXXX. I tried to call Wells Fargo on XX/XX/XXXX and XX/XX/XXXX and couldnt get ahold of anyone because they were only open in the morning XXXX XXXX to XXXX eastern time. I called on XX/XX/XXXX and spoke with someone in the claims department. After being put on numerous holds ( the call lasted over 30 minutes ), the claims representative XXXX told me that a new claim was never filed on XX/XX/XXXX even though I was told one was opened. She told me that they would now open a new claim for overpayment. I was given a new claim number of # XXXX. I explained the documents that I could provide to verify the overpayment. XXXX told me that everything looked good and she didnt think anything else would be needed and I would hear back in 10 business days. If they needed anything else, they would contact me. I emailed the documents to support my claim to Wells Fargo ( XXXX ). 12 business days went by and nobody ever contacted me. I called again on XX/XX/XXXX and spoke with XXXX. I was again put on numerous holds and the call lasted for XXXX minutes only to be told that my claim was closed because they considered it a duplicate claim from the original fraud claim the one that Wells Fargo put in when they cancelled my debit card. XXXX said they would open a new claim again for overpayment again give a new claim number # XXXX. I resent all my documentation again. I was told again that someone would contact me within 10 business days. I dont believe that Wells Fargo is actually reviewing these claims and I dont believe anyone will call me back. They will close the claim and never contact me. It has been over 3 months since I initially reported the claim and I can not get anyone to review it with any creditability the claims just get closed or never opened back up to begin with.

It seems evident to me that Wells Fargo is just denying any fraud/ over payment claims as a standard practice hoping the claims go away. They make it very difficult to reach anyone by having limited hours ( XXXX XXXX XXXX XXXX ) and lengthy hold times. On top of that, the claims get denied without contacting the consumer.

It is pretty obvious that I was overcharged on this transaction and this should not be a difficult claim to handle. Ive seen several reviews online from consumers that also state that Wells Fargo is denying claims without actually reviewing them. This confirms my experience also. I feel I need to report this at this point.

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