Consumer complaint received 2025-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I attempted to book a room through a third-party site. I received a text from Wells Fargo with a link to confirm the booking. I clicked the link, which led to a pop-up window asking for confirmation to proceed. I did not confirm the transaction because the booking was expensive, and I didnt want to commit to something I wasnt sure about. I closed the app without taking any further action. However, the charge still went through, and I didnt find out until hours later because Wells Fargo never sent me a text or email notifying me that the charge had gone through. 

Later, I discovered that the third-party website was stuck, and the booking never processed correctly on their end. I did not receive a confirmation number, receipt, or cancellation policy. The email I received only mentioned the dates of my stay it did not confirm the booking, provide any reservation details, or offer any cancellation instructions. 

Since I believed the booking did not go through, I booked directly with the hotel to secure the reservation. The hotel ended up being cheaper when booking directly. I did this because I didnt receive any confirmation or details from the third-party site, and I was concerned that my reservation wasnt properly processed. 

After realizing hours later that the charge had gone through, I replied with " NOT ME '' to Wells Fargos initial text, believing the charge was from the third-party website. I thought the third-party site had mistakenly charged me, but it turns out Wells Fargo authorized the charge without my consent, simply based on my clicking the link without me clicking the confirm pop up on the banking app. I received an automated response saying the command was invalid, but no further communication followed. 

After discovering the charge had gone through, I turned my debit card off temporarily to prevent any further transactions from going through. However, I eventually had to turn it back on for other purchases. 

When I noticed the charge had gone through, I was shocked to find it was a {$820.00} charge to my debit account a significant amount that I did not authorize or expect. I called Wells Fargo to dispute it again thinking it was the merchant and the first representative told me not to contact the merchant and assured me that Wells Fargo would handle everything. Based on this advice, I did not reach out to the merchant immediately. 

Later, I was informed the claim was denied because I didn't try to resolve with the merchant and that I could try fixing the issue with them. The merchant attempted to assist me but said they couldnt issue a refund due to the hotel 's cancellation policy, which I never received because the booking was never properly confirmed. 

I called Wells Fargo again, and a new rep informed me the original representative failed to follow protocol and reopened my claim. When I followed up, I was questioned, blamed for not canceling a transaction I never even fully confirmed, and spoken to in a dismissive and belittling tone and told they would not fix the issue. 

The {$820.00} charge to my debit account caused significant financial strain, as it was not expected or authorized. Wells Fargo authorized a charge I did not confirm, gave me conflicting and misleading information, and failed to help resolve the situation when I reached out. Their mishandling of this situation, lack of confirmation, and poor customer service left me with an unauthorized charge and no resolution. 

After I told them I would be reporting them to the CFPB and hung up they ended up giving me provisional credit ( without telling me they would be doing this they just did it ), but I am submitting this to ensure it becomes final and it is not reversed. 

I have sent the information the bank asked of me to them directly but if I need to send additional information Do not hesitate to contact me Thank 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