Consumer complaint received 2025-08-19 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: OK

Complaint narrative:
XX/XX/year> Received my direct deposit XX/XX/year> I filed a Dispute claim on 3 unauthorized charges totaling {$1600.00} emptying my entire account, the Wells Fargo Bank informed me they couldnt help provide me any kind of provisional credit while they investigate until the charges Posted to my account. 
XX/XX/year> I called Wells Fargo asking if there was any update on my claim, provided them more information details stating i never authorized these transactions and I have outstanding bills to pay, they reassured me once the transactions were posted to my account we could move forward and they would be able to provide a provisional credit. 
XX/XX/year> I called Wells Fargo to see what the status was on my claim and see if they had any updated information, same response they are waiting for the transactions to post to my account to move forward, a gentleman had ensured me that they should post later tonight and to call first thing Monday Morning and they would be able to provide a provisional credit to my account so I could pay bills. 
XX/XX/year> I checked the status on my online banking with Wells Fargo and indeed the Transactions have all posted to my account so I called the Claims department to see if they would be able to provide this now that the transactions were posted, the lady had informed me that although the transactions posted to your account the transactions are still pending in are system and we cant do anything until 10 business days. 
XX/XX/year> I called back later on that day to the claims department and spoke with a gentleman he stated to me that the transactions were still pending in their system and we needed to wait until they posted to provide any sort of provisional credit to my account he told me to call back tomorrow and I might have a better chance at getting somewhere. 
XX/XX/year> I called the claims department this morning, I spoke to a woman who said 10 business days you have to wait 10 business days you need to wait theres nothing we can do before 10 business days, I said ok and thanked her for her help and hung up. 15-30 minutes later I checked my online banking app to find out that the Dispute claim had been closed after that last phone call, the dispute was closed and denied. I called the claims department back asking them why was this denied it was a little strange that it went from open before my phone call then after the phone call it went straight to denied that quick I asked them if they had any evidence or supporting information as to why this was Denied they told me it would then take an additional 30 days to receive why this Dispute was denied in the mail, I asked her if there was anything she could help me with or provide me with she said unfortunately not it would have to go to the underwriter and take some time for them to further investigate to find if there was any errors on their process, if I would appeal I told her I wanted to appeal this decision she then told me that this would take an additional 10 days for the appeal process and to have my phone and email available. 
I had just received my first deposit to this account, the reason I opened this account was due to the advertising ( {$320.00} ) bonus for having a direct deposit processed into the account. The 3 transactions totaling ( {$1600.00} ) were not authorized and have caused troubles in my daily life with bills and other expenses that need to be paid. I have never shared any information with others I keep all of my information secured to myself.

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