Consumer complaint received 2024-03-01 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: WA

Complaint narrative:
In XX/XX/XXXX, I filed a claim with Wells Fargo Bank to dispute the charges unlawfully taken out of my account without my consent from XXXX XXXX XXXX. The charges that were taken out of my account were three payments of {$210.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I provided Wells Fargo Bank with evidence that the company XXXX took out the payments without any consent or notification. The bank asked me to share documents of proof that I agreed to a six-month subscription, and then they will support my claim. I shared with Wells Fargo Bank through their claims email per their request the evidence that I only signed up for a 6-month subscription, along with a statement detailing the nature of the case, emails of conversations I had with the company to request for a refund and to cancel the subscription, and statements that XXXX denied my request to get out of an unauthorized subscription and reversal of the payments. I also shared information about their unethical practices and subscription renewal traps that they fail to inform consumers of. I received a letter from Wells Fargo stating they never received the information I sent. I have proof to show that I did in fact send all of the information to the appropriate department when the claim was opened. 
I shared documents of hundreds of customers who have also suffered from this XXXX  subscription scam and the multiple lawsuits that were taken out against this company for their shady practices. The Wells Fargo Bank failed to help me and provide protection from this scamming company after I shared with them the evidence. XXXX does not make it clear upon purchase their terms and conditions, it is not shared with the consumer through email, and it is not visible when signing up. This practice has been misleading thousands of people, and they have all suffered greatly for it. Wells Fargo still did not support this evidence although they were aware it happened to many people. I never agreed to a year subscription like XXXX is claiming, but Wells Fargo Bank stated they do not believe me and that they refuse to support or protect my rights as a loyal customer since XXXX. When I expressed to them that I have been a loyal customer since XXXX and that they did not protect me after filing this dispute and providing the evidence, they responded back that we do not care how long you have been a customer, you could have been a customer for 50 years, it is not our fault that you are in this situation, you are on your own. The Wells Fargo claims department further stated that they will believe and go along with whatever the merchant has to say, not you. They also added that In each case, they will always side with the merchant regardless of what evidence you provide. You can keep emailing all the evidence you want but we still will not help your case. They gave me false hope that they will protect my finances from fraudulent activity, and after the outcome of this dispute, they have made it clear that any Seller you are filing a dispute with will always have the upper hand when it comes to Wells Fargo and how they handle their claims. This is unfortunate how this corporation treats its long-term customers, very poor, unemphatic, and uncaring. The customer service was terrible. All banks are responsible for overseeing and protecting the money that comes in and out of a customer 's banking account and their number one goal is customer satisfaction. They have an ethical responsibility and moral duty to protect customers from any online scams and fraudulent activity when they faithfully report this to them, but in this case, it was not done. Wells Fargo does not care about their customers, and they do not value them. In addition, the people in the claims department were very rude and lacked compassion or concern for what I endured. Some of the claims representatives even hung the phone up in my face and refused to hear any of my concerns. Although I provided evidence that I was a victim of an online scam, they still denied my claim and reversed the charges back to my account after adding provisional credits. I have been wrongfully treated by the Wells Fargo Company and they failed to protect my finances from this online scam. I save my money and work very hard in my career. The money I receive is earned through my own hard work as a registered nurse. I trusted that this company would honor and protect that. 
I signed up for a subscription with XXXX on XX/XX/XXXX with an agreement of a 6-month subscription renewal only. They renewed my subscription for one full year from XX/XX/XXXX to XX/XX/XXXX without any consent or notification. Their website is not user-friendly, and they hide a lot of information from the users. Their practices are very deceptive and sneaky. They do not make it clear what the customers need to know, and they make it impossible to get in contact with them. None of the XXXX phone numbers worked and all they have is an email address, you always feel like you are not talking to a real person. Upon signing up, there was no information shared with me as a consumer that I would be renewed for another year. No contract is provided or made clear. Even when I reviewed my actual profile, there was nothing there. After digging for any type of policy from XXXX I found that the company states that they will ALWAYS notify a customer before their subscription is renewed but I never received that notification. I provided this evidence to the Wells Fargo bank, and they still failed to support me and protect me from this fraudulent practice. I ask that Wells Fargo do their duty by protecting me as a customer and add the provisional credits back to my account. They failed to treat me right as a customer and they failed to do the right thing. This companys practices are highly unethical, and they have clearly shown that they do not care about their customers or their satisfaction. 

I escalated this claim to the executive office, I spoke with a person by the name of XXXX. She was extremely rude, unprofessional, and unhelpful when handling this case. In the letter she blamed me and stated it was my fault that I was in this predicament, and I should have read the fine print for XXXX, although I expressed to this office that I was never provided with any contract or information from this company. This was included in her final letter to me. She further stated in the letter that my seeking legal advice does not exempt me from their decision of this claim. Their decision will be final, and they will not overturn the claim. Once again, I was never provided with any contracts or terms and conditions by the company XXXX that I disputed charges with. I told them this multiple times, but they are not willing to take any of the evidence I provided into consideration at all. They never tried to help me or provide good customer service. When I would request to speak to a manager multiple times, I never got to speak with anyone. The Wells Fargo Claims and department and executive office were extremely rude, lacked empathy, were argumentative and unhelpful, and did not take any of the evidence I provided them into consideration. They have poor customer service practices and they do not care about customer satisfaction. I also spoke with XXXX in the executive office team, and he was extremely rude, argumentative, and condescending towards me. I feel that Wells Fargo mistreated me and did not assist with my concerns. XXXX in the executive office sent very rude and condescending passive aggressive letters blaming me for everything instead of seeing me as a victim who was scammed and deceived by a company. This company did this to thousands of consumers, so I am not alone. They do not care about the evidence or any information I provided. 

I requested to speak with a manager on XX/XX/XXXX with my legal representative present, they promised 24-48 business days, and they did not honor my request. I never got to speak with anyone. They were very defensive and argumentative. This is the worst customer service I have received.

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