Consumer complaint received 2025-02-03 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: MI

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against Wells Fargo for their continued mishandling of a dispute I initiated regarding unauthorized and duplicate charges made to my account by XXXX XXXX XXXX, totaling {$11000.00}. These charges occurred between XX/XX/XXXX, and XX/XX/XXXX, and were not authorized by me. 

Over the course of this dispute, Wells Fargo has failed to comply with Regulation E by providing inaccurate and contradictory documentation, ignoring regulatory timelines, and continuously mishandling my case. The documentation they provided to justify their claim that I authorized these transactions is completely inaccurate and does not correlate to the transactions in question. 

Key Details of My Experience : 1. Inaccurate and Contradictory Documentation : - The documentation Wells Fargo sent to my address on XX/XX/XXXX, does not prove or correlate to any type of proof that these transactions were made by me. The details provided in the transaction summary, including the merchant names and locations, have no connection to any activities I have conducted, and they do not support Wells Fargo 's claim that these transactions were authorized. 
- The documentation under the transaction authorization specifically states that the transaction is a non-authenticated secure transaction. This alone is a glaring red flag, as it clearly indicates that there was no valid authentication or authorization of the transaction, yet Wells Fargo is still using this documentation to claim the charges were authorized by me. 
- Furthermore, the documentation packet that Wells Fargo provided, which was meant to fulfill my right to documentation, only included three transactionsfor amounts of {$450.00}, {$350.00}, and $ XXXXwhich do not represent the full scope of the charges I am disputing. This incomplete documentation further undermines their case and shows that they have not provided the complete evidence to support their decision. 

2. Prolonged and Manipulative Dispute Process : - Wells Fargos handling of this case has been extremely unprofessional, and it is clear they have intentionally manipulated the process to avoid issuing provisional credit. They have repeatedly closed and reopened the dispute, effectively resetting the window for provisional credit each time in an extremely manipulative manner. This strategy appears to be an attempt to drag out the process and avoid meeting the regulatory requirements for timely resolution. 
- Instead of addressing the issue and issuing provisional credit as required, Wells Fargo has intentionally prolonged the process by opening and closing the case multiple times. Each time this happened, the window for issuing credit was reset, further delaying the resolution and keeping me in limbo. This manipulation of the dispute process has caused significant frustration and has prevented any meaningful resolution of my concerns. 

3. Unprofessional Handling by Wells Fargo Representative : - A representative from Wells Fargo, XXXX XXXX, has repeatedly mishandled my case. She has shown a complete lack of understanding regarding the dispute and has failed to communicate effectively with the resolution team. She has continually dropped the ball and been unable to provide meaningful updates on the status of my case. 
- Not only has XXXX XXXX mishandled this case, but she has also been rushing to close the complaint as soon as possible without addressing my concerns seriously. This is particularly troubling, as Ive made two separate complaints with the CFPB, and each time she has failed to address my concerns. She is trying to create the impression that the CFPB can close the complaint when the company has not even properly addressed the issues raised. Her approach has been to downplay the seriousness of the situation and ignore the evidence provided. 

4. Blatant Violation of Consumer Rights : - Wells Fargos actions are a clear violation of Regulation E, which mandates that consumers must be provided provisional credit for unauthorized charges within 10 business days. They have not only failed to do this but have also provided contradictory and inaccurate documentation to justify their refusal to issue the credit. 
- The non-authenticated secure transaction note in their documentation directly conflicts with their claim that I authorized the transaction, demonstrating that their investigation was either incomplete or intentionally misleading. 

5. Concern Regarding Retaliation for Filing a Complaint : - I would also like to express my concern that Wells Fargo may attempt to restrict or close my account as a result of my filing this complaint with the CFPB. I strongly believe that such actions would be unlawful retaliation for seeking a resolution to this issue. If Wells Fargo attempts to restrict or close my account because I have raised these concerns, I will consider this a violation of my consumer rights and a further unlawful action. 

I am requesting that the CFPB investigate Wells Fargos handling of this dispute and hold them accountable for their blatant disregard for Regulation E. Specifically, I am seeking the following : - Immediate re-opening of the dispute and the issuance of provisional credit of {$11000.00} as required under Regulation E.

- A thorough investigation into the documentation provided by Wells Fargo, especially the contradictions regarding the non-authenticated secure transaction status. 
- Clear communication on what additional documentation is required to resolve this dispute, with a transparent and thorough explanation of the process. 
- Accountability for the unprofessional handling of my case, particularly by the representative, XXXX XXXX, and a review of Wells Fargos dispute handling practices to prevent this from happening to other customers.

- Assurance that no retaliatory actions will be taken against my account for exercising my consumer rights and filing this complaint with the CFPB. 

Claim Number : XXXX The actions of Wells Fargo in this matter are completely unacceptable and violate my consumer rights. I am asking for immediate action to resolve this issue and ensure that Wells Fargo is held accountable for their failure to comply with regulatory requirements. 

Thank you for your attention to this matter. I look forward to your assistance in ensuring that Wells Fargo is held accountable for their actions. 

Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX Phone Number : XXXX Email : XXXX Account Number : XXXX Claim Number : XXXX

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