Consumer complaint received 2026-05-19 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:
On XX/XX/year>, a XXXX Merchant by the name of 'XXXX XXXX XXXX '' charged our Wells Fargo checking account for the amount of {$2000.00} and shortly after for {$1000.00}. The {$2000.00} transaction was approved/posted and the {$1000.00} transaction was declined for INSUFFICIENT FUNDS. We received a notification that our account was over-drafted and promptly contacted Wells Fargo to dispute the transaction. We answered honestly when asked if we lost our card which we did not- it was in our possession. These charges occurred when my spouse was picking up a prescription at the CVS inside of XXXX in the XXXX area. Additionally, we filed a police report the same day which has been provided to Wells Fargo. The police officer who took our complaint additionally states in his observations that he was unable to locate a merchant in XXXXXXXX with that information. Wells Fargo provided us with a provisional credit of {$2000.00} on XX/XX/year> while they reviewed the disputed transaction-claim number is XXXX. On XX/XX/year>, the provisional credit was reversed with Wells Fargo stating there is no evidence of fraudulent activity. The {$2000.00} and {$1000.00} transactions at a fast food restaurant do not match our spending habits and additionally, we did not have enough funds in our account to cover that activity. We contacted Wells Fargo many times through their Claims Customer Service line and through a local branch manager in XXXXe area to further escalate this claim and each time have been denied. This has reached an executive level per Wells Fargo and is a firm denial. Wells Fargo has given us the run-around and stated that it was XXXX who denied the dispute. Upon contacting XXXX customer service, we were informed that they do not review these disputes and that it is a bank to bank dispute. With this new information, we contacted Wells Fargo and they stated they did not send to XXXX as there is not enough information supporting fraudulent activity. We asked for Wells Fargo to contact the Merchant so that the Merchant may provide proof such as receipts or signed invoices that we made purchases from them and Wells Fargo stated that they would not do that and did not need to do that since there are no Fraud indicators. At this point, we asked Wells Fargo to provide us with the Merchant phone number and address so we could contact and attempt to get our money back. Wells Fargo stated they would include this information in a claims document package which they mailed to us. This Claims document package is supposed to include all the evidence they used to decide to deny the claim. Upon receipt of the package, they did not include the merchant contact information and the only evidence they have included is that the card was tapped and that the merchant is in our geographical area. I again contacted Wells Fargo XX/XX/year> to ask for the merchant information since they are stating it is in my geographical area and was informed they do not have that information. I contacted XXXX to obtain Merchant information and they are unable to provide that and do not have a merchant directory. I again contacted XXXX to see if they would be able to provide the merchant information and they transferred me back to Wells Fargo. I have been unsuccessful in being able to obtain merchant information and Wells Fargo has not been able to provide any evidence other than the fact that we did not lose our card and that the card was tapped.

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