Consumer complaint received 2024-10-01 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: NY

Complaint narrative:
Upon reviewing my account I noticed that Wells Fargo allowed a company to continuously charge my account even after they had already declined numerous transactions for suspicion of fraud, I called Wells Fargo to inform them that I did not authorize the transactions. I filed a claim, but they proceeded to tell me that I did authorize the transactions. I filed multiple complaints, and reviews to be taken place. Each time they requested additional information, which I provided but they told me they were still denying the claims. I reached out to the company, they told me that they had no records of my account being charged. The most egregious part of this whole situation, is the fact that I had no money in the account, but Wells Fargo had linked my accounts and transferred money into my checking account to cover about XXXX unauthorized transactions. That was the first occurrence, upon speaking to a representative about my claim he stated that there was a glitch in the system and alerts were not being sent out to customers in regards to suspicious activities. Then my account was scammed yet again for another XXXX plus transactions, even after I explicitly told them to flag anything relating to that company and should automatically be denied. They ignored my requests, and allowed this company to scam my account. Wells Fargo 's reasoning was that history had shown that I had prior transactions with said company, which I had told them was unauthorized previously and they chose to ignore that fact. They used that as reasoning to say that the transactions were valid, and that there was no error that occurred. Fast forward to another time, the same company again charged me for a substantial amount of money, and again I talked to Wells Fargo and they denied my claim yet again. After the first situation, they told me that my situation would go through mediation, but they never contacted me about me after I contacted them numerous times in regards to the meditation claims. They had sent me secured messages about that situation, which expired and I no longer have access to. Fast forward to me filing a number of complaints with the better business bureau, they then retaliated by closing my accounts. After I questioned them, in regards to why the smaller charges that were done by the same company and provisional credit was provided they said it was merely a formality. The next day the reversed the credits, because they received another complaint from the XXXX. They pretty much told me they would not be returning my money, and there was nothing I could do about it and that they did not have to tell me how the investigation was conducted to validate their decision because it was an internal process. All in all, they denied XXXX claims by the same company. Why would I authorize more charges by a company that scammed me, after Wells Fargo had already denied my previous claim. Furthermore, as I was on the phone filing the claim, the company attempted to charge my account even more according to them. How can they justify that these charges were valid, the company 's stating they never charged me but my bank statements state otherwise. Wells Fargo had a duty to protect my money, which they failed miserably at. They claimed that a phone number was used to authorize the transactions, but ironically enough it was not the primary number listed on my account or the phone # they typically contact me on. This whole situation reeks of an internal fraud committed by Wells Fargo, they are moving like some dictators and taking money and closing accounts. I'm missing about XXXX, and I need assistance in getting my money back. Their representatives were rude, they attempt to bully me and pretty much taunt me about not getting my money back. There was XXXX representative who stated it was negligence on the bank 's part. I also spoke to the banker who opened my account ( XXXX XXXX XXXX, XXXX  branch ) who stated he's never seen anything like this before and that the bank should have put a freeze on the company 's access to my account. Wells Fargo violated my duty care of care, they put me in a bad financial situation and should be held liable.

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