Consumer complaint received 2025-06-20 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:
b'On XXXX XXXX XXXX XXXX XXXX  took XXXX out of my account without authorization. I do not have XXXX insurance the bank I have is Wells Fargo. I was out of the country from XXXX XXXX XXXX to XXXX XXXX XXXX. When I get back home, I go through my transactions and I noticed the XXXX payment for XXXX and it was paid for over the phone because it says XXXX phone pay.\n\nI contact XXXX first to ask them why theyre taking money out of my account. They dont have any explanation but they see that money was also refunded back to my account. The amount refund it was XXXX. \nI asked XXXX why theyre taking money in and out of my account they dont have any story. The only thing they can tell me is that I havent had XXXX insurance since XXXX Im a XXXX XXXX man so that would mean I was around eight years old.\n\nI ended up calling Wells Fargo at the same time. Im on the phone with the XXXX employee because I need to get this situation handled. XXXX explains that the premium payments that came out of my account was not in my name and that I need to do a claim through my bank and Wells Fargo associate from the claim department are on the phone this entire time we do the claim they let me know itll be a few days XXXX apologizes and let me know that theyll do their due diligence to figure out what happened on their end. Ill let it go and I wait.\n\nI get a denial letter from Wells Fargo saying my claim was denied because the merchant XXXX XXXX  tried to refund money back even though the original transaction of XXXX was not authorized at all at all. Wells Fargo tells me they denied my claim because I either authorized it or that no error occurred when I asked them what information they used to decide my claim they dont say anything when I ask them is there a way to appeal this with the additional information I received from XXXX they say no. Wells Fargo sent me something in the mail that stated that I could request whatever information they used to decide to claim the agent over. The phone told me that my claim was denied because I authorize it so I asked her if I request information. Would it show whatever details you guys use to decide that I authorize the claim ? Just basically trying to get a paper trail of whats going on. She said she doesnt know and she cant answer any question her name is XXXX by the way from Wells Fargo claims manager. \n\nIn my opinion, I feel like Wells Fargo did not do their due diligence with trying to figure out or get to the bottom of why money was taken out of my account they seen that the same company tried to refund money back, and they washed their hands with it, which is not fair. I have six different accounts. I dont really use the Wells Fargo account like that so the fact that they wont even try to help or reopen, the claim speaks volumes to how Wells Fargo is to its customers. \n\nIf anybody reads this and can help put me in the right direction on what I should do after this, please feel free to contact me. My email is XXXX. Wells Fargo cant even give me a direct answer on why they denied my claim. They just arbitrarily did it based on whatever little information they had available to them, but I have paperwork from XXXX  that states otherwise if I can get paperwork from the merchant who took money out of my account that says that they should not have done that and they dont understand why why isnt Wells Fargo giving me my money back ?'

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