Consumer complaint received 2025-10-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
PROBLEM : WELLS FARGO HAS MIS-HANDLED A TRANSACTION AND FUNDS INVOLVING MY CHECKING ACCOUNT. 

Wells Fargo canceled my XX/XX/XXXX Payment to XXXX XXXX in the amount of {$430.00}. 

XXXX XXXX returned the payment of XXXX as requested to Wells Fargo via their payment processing center XXXX  on XX/XX/XXXX. 

Wells Fargo has never returned the funds to my account. 

Wells Fargo has continued to tell me that the funds never were requested or returned by XXXX XXXX since XX/XX/XXXX. I was continuously told to contact XXXX XXXX and they needed to contact their payment processing center. 

XXXX XXXX has continued to say the funds were returned to Wells Fargo at XXXX XXXX request. 

A complaint was filed against XXXX XXXX due to what I was continuously told by Wells Fargo. 

XXXX XXXX was able to contact the XXXX XXXX XXXX and find that the funds were returned and the confirmation number for that return. 

XXXX has reviewed this transaction and sent an email showing the reversal from credit acceptance to Wells Fargo. 

An executive complaint was filed with Wells Fargo. Ref Number : XXXX XXXXXXXX XXXX Wells Fargos response did not even address the issue of the missing money or why the payment was cancelled. Wells Fargos response was regarding the claim I had previously filed. I am not concerned with the claim that was filed XX/XX/XXXX. I only want to know why the XXXX was deducted from my Wells Fargo account and also requested to be returned by XXXX XXXX to Wells Fargo. As well as where is the money because it has not been put back into my account. 

Wells Fargo has continued to tell me that the payment was authorized XX/XX/XXXX, paid to XXXX XXXX and never returned. Wells Fargo has also stated they never requested or received the money back. However, the payment processing center shows it was. 

PREVIOUS INFORMATION REGARDING THE ORIGINAL TRANSACTION FOR INFORMATIONAL PURPOSES ONLY : I AM NOT CONCERNED WITH WELLS FARGO 'S DECISION ON THE CLAIM THAT WAS SUBMITTED XX/XX/XXXX Approximately XX/XX/XXXX I contacted XXXX XXXX to get a delay on my payment. That was approved by XXXX XXXX as shown in the attached email from them on XX/XX/XXXX. 

XX/XX/XXXX A payment of XXXX was deducted from my Wells Fargo account despite a payment arrangement made with XXXX XXXX. This is shown by my attached bank statement as well as the payment history from credit acceptance. 

XX/XX/XXXX I contacted Wells Fargo and disputed this transaction due to my previous arrangement with XXXX XXXX. Well Fargo issued a provisional credit of XXXX into my account ( Wells Fargo Claim number XXXX ) XXXX bank statement is attached. 

XX/XX/XXXX I received an email from Wells Fargo regarding the claim had been completed and I would receive a detailed letter. Email is attached XX/XX/XXXX the payment to XXXX XXXX that was paid in XX/XX/XXXX was reversed from that account and sent back to Wells Fargo. The payment processing center used by XXXX XXXX at that time was XXXX. XXXX has confirmed by telephone that the payment was sent back to Wells Fargo from XXXX XXXX due to the payment being cancelled for some reason. The conformation number for this return is # XXXX into account ending in XXXX The confirmation number for the original payment on XX/XX/XXXX to XXXX XXXX is XXXX from account number XXXX. 

XX/XX/XXXX Wells Fargo reversed the provisional credit from my account of XXXX that was originally issued XX/XX/XXXX. Bank Statement is attached. 

XX/XX/XXXX A letter from Wells Fargo was sent to me regarding the resolution of my claim. Wells Fargo found the charge was made by me with my permission. It also states the temporary credit to my account will be deducted back out. This was already done on XX/XX/XXXX. Letter is attached. 

Wells Fargo took the money from my account as well as had the payment reversed and returned from XXXX XXXX yet the reversed payment was never returned to my account. 

Despite my many calls to Wells Fargo I was continuously told the money was sent to XXXX XXXX and was never requested back or been returned at any time. I was continuously told to contact XXXX XXXX and they needed to speak to their processing center. I did this on multiple occasions and finally ended up filing a complaint against them due to the matter not being resolved. After XXXX XXXX completed their review they found that the payment was requested back by Wells Fargo and was in fact returned to Well Fargo. The money was never returned into my account. 
Every attempt to contact Wells Fargo ended up with them hanging up on me and XXXX XXXX. We were told the claim was closed and they had no further access to the claim. However, as you can see from the attached screenshots from my Wells Fargo App the Claim is still pending. When I contacted the Complaint department of Wells Fargo on XX/XX/XXXX I was finally told the Claim was showing it was still in progress.

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