Consumer complaint received 2025-10-14 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: CA

Complaint narrative:
In XX/XX/year>, I made an initial payment of {$250.00} to XXXX XXXX XXXX ( also operating as XXXX ) for tax resolution services. I was told these services would include filing a Power of Attorney ( POA ), contacting the IRS about balances, and representing me to resolve my tax matter. Over the following months, I made two additional payments of {$130.00} each, totaling {$510.00}. 

The company filed nothing effective with the IRS and delivered no meaningful service. My IRS account shows no accepted authorization and no IRS communication. When I asked for help, I was ignored or told vague, contradictory things. Later they claimed they could withhold services until full payment was made, even though the contract promised urgent IRS support. No reasonable person would agree to pay for urgent tax relief services with no deliverables for nearly a year. 

They also contradicted their own refund policy : I was told a POA had been filed ( which would limit me to a 25 % refund ) yet was offered a 50 % refund instead. These conflicting statements show the merchant did not follow its own terms. 

I disputed the charges with Wells Fargo. Two disputes were filed with identical documentation. One was approved and refunded ; the other was denied without clear reasoning. Agents themselves admitted this inconsistency. I was given conflicting phone numbers, timelines, and explanations. One agent even declined to record my statements, saying someone will listen to the call later. Others spoke so quickly and vaguely that it became impossible to get clarity. 

I provided emails, the contract, and IRS screenshots proving services were not rendered. I repeatedly requested written notes and confirmation of escalation, but received nothing concrete. After escalation, I was told different case managers were assigned ( first XXXX, later XXXX ) but neither provided a decision or call-back within the stated 10 business days. 

Wells Fargo denied my dispute based on the merchants response, which contained contradictory claims that a Power of Attorney had been filed ( suggesting work was done ) and simultaneously that services could be withheld until full payment ( suggesting work was not done ). Both can not be true. Either the service was attempted and failed, or it was withheld entirely, which proves the service was not meaningfully rendered Because Wells Fargo denied the second dispute, I lost {$250.00}, even though the first claim for the same situation was refunded. This inconsistency has caused significant financial hardship ; Ive struggled to pay for groceries and basic expenses. 

I am asking the CFPB to review Wells Fargos handling of my dispute and require them to reinstate my {$250.00} credit. The merchant misrepresented its service, violated its own refund terms, and provided no deliverables. Wells Fargo failed to handle the dispute consistently or fairly, despite clear evidence of services not rendered.

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