Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: WELLS FARGO & COMPANY
State: MI

Complaint narrative:
I started a relationship with a company called XXXX where myself and my daughter were receiving services through 2 different freelancers for guitar and violin lessons. My daughter continued her relationship through XXXX for guitar lessons and her freelancer was appropriately charging for services rendered. I ended my relationship with my freelancer for violin lessons in XXXX of XXXX. The freelancer I was working with began charging for lessons that were not performed starting in XXXX of XXXX. These charges were sent through my Wells Fargo account via my debit card that I placed on file with XXXX on their website. I noticed in early XX/XX/XXXX that I was being changed more through XXXX  and originally thought my daughter was receiving additional lesson time for the reason I was being charged more. When I spoke with my daughter and realized she was not actually attending additional lessons, I then went to my XXXX account and noticed that my freelancer was fraudulently charging for violin lessons that were not provided. I reached out to the freelancer who admitted that he defrauded me. I reached out to XXXX who told me that there was no remedy to get my money back because I did not dispute the time the freelancer added to be paid within the 4-5 day timeframe. XXXX then referred me back to the freelancer to request my money back. The freelancer did not give my money back. On XX/XX/XXXX, I called Wells Fargo bank to dispute the charges. Wells Fargo refunded the disputed charges. On this same date, I requested a stop payment with Wells Fargo for future transactions for XXXX. Wells Fargo later went on to pay another fee on XX/XX/XXXX to XXXX in the amount of {$150.00} despite my attempts to stop payment. My account with XXXX was suspended on XX/XX/XXXX days after I placed the dispute with Wells Fargo. I was unable to login to my XXXX account as I received an error message. I was not able to login to the XXXX account until after the {$150.00} transaction had gone through, though my account with XXXX has remained suspended. I was told by Wells Fargo on XX/XX/XXXX the XXXX transaction that was allowed to go through my account was done on a mobile device and my CVV code was entered to authorize the transaction. I explained this could not be true because my account with XXXX was suspended and there was no way for me to have authorized a transaction putting in my CVV code. This then means that in an effort for XXXX to get the transaction to go through after they were already made aware that other transactions had been disputed, they potentially stored my CVV code to complete the transaction and was able to potentially circumvent Wells Fargos security. When I contacted Wells Fargo about paying the company out the {$150.00} and filing yet another dispute, Wells Fargo denied the dispute claim and would not provide any additional information about why it was denied and told me that information was confidential. Wells Fargo did not ask for any supporting documentation prior to denying the dispute. When speaking with the dispute resolution team with Wells Fargo, I was told that I personally authorized the {$150.00} charge by putting in my CVV code on a mobile device to pay XXXX, which was not true and not possible because my XXXX account was suspended. Though I explained this issue, Wells Fargo continued to try to prove that I was implicit in the fraud though I contacted them to report the fraud. Wells Fargo then stated my account was reported for abuse and potential closure because of excessive disputes being filed. Which one of these disputes was due to them paying XXXX after I reported fraud and requested stop payment.

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