Consumer complaint received 2020-08-14 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: TX

Complaint narrative:
I need assistance with a 2 month dispute. I have yet to hear any status and decided to phone in today. DENIED???? Really??? 

It's very disheartening to learn that my bank of many many years have allowed a transaction to occur without 1. Notifying me 2. Fully investigating the address 3. Approving a dispute that's associated with a third party finance app company. 

Here 's the issue, my friend sent my {$380.00} for a XXXX girls trip XX/XX/XXXX ; the next day requested a refund. She was refunded and confirmed receipt of the XXXX in XX/XX/XXXX ( see attached ) and simultaneously disputed the same amount with our bank. I assumed due to the delay/processing times of receiving her refund. As everyone knows it can take up to 7-10 business day to receive refunds. COMMON SENSE ). Furthermore, due to her being impatient and disputing with Wells Fargo, which happens to be my bank as well, {$380.00} was withdrawn from my checking account on XXXX? I didn't authorized this transaction and this shouldn't have happened as I never initiated any transactions with my debit card or checking from Wells Fargo. They dropped the ball. Upon receiving her funds from XXXX, She attempted to canceled the dispute ; however, Wells Fargo claims they were unsuccessful as the dispute was already submitted and approved by XXXX. 

I've disputed with both companies, we both conferenced in Wells Fargo explained the issue and requested for the {$380.00} that was debited from my account on XXXX to be refunded? I'm disputing this unauthorized transaction. Wells Fargo have attempted to dispute this on my behalf but XXXX is denying the dispute. XXXX is referring me to contact wells. No one is taking ownership. No one can inform me of the whereabouts of my {$380.00}. 

She is not entitled to that later as she has already been paid. This is Theft ; unauthorized. No Consumer/COMPANY should get a refund from a third party app + Free money or an extra payment from another 's customer 's funds because of bank/vendor transaction DISPUTE DELAYS. This is documented on her account and I have forwarded her claim number to XXXX and Wells Fargo as well. 

How does a single transaction of XXXX = XXXX. How is this possible when she only sent me XXXX? Wells Fargo shouldn't have gotten involved and referred her to XXXX and/or advised her to allow the refund to process. Fast forward three weeks and the dispute processes and {$380.00} is withdrawn from my account? How does this happen? Wells Fargo fail to confirm she received her refund via XXXX, which leads me to believe apparently this does not matter. If a consumer files a dispute it's automatically approved and processed. How does this protect my insured funds? Where is my insured {$380.00} that was unauthorized withdrawal on XXXX? 

Wells Fargo dropped the ball on this one.. No accountability non whatsoever. I should've closed my accounts and withdrew my money as I intended to due on XXXX ; however the branch manager begged me to wait until the investigation is completed. 

Please find attached proof that my friend was indeed refunded via XXXX on XX/XX/XXXX at XXXX ( see below screenshots ) and I've also attached my communication with XXXX. Per XXXX, the {$380.00} was instantly returned to her cash app balance. 


Signed One XXXX customer

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