Consumer complaint received 2024-03-05 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
Bought new HVAC for my house and the new HVAC was financed through wellsfargo retail. I called wellsfargo for about XXXX  months explain to the call center associate in the XXXX that I've not received any statements and the contract that i signed with the wellsfargo sales rep by the name of XXXX. 

Thy told me they are going to expedite the request and i will received the contract within XXXX business days and every associate have been giving me this type of generic answer and once the XXXX days is here, i still didn't received the copy of the contract that i signed. 

On XX/XX/2024, I checked my account and i realized Wellsfargo took an extra of {$500.00} for my monthly automatic payment without my authorization, Called the customer service again and they told me i need to go to Wellsfargo retail branch to get it taken care since the call center in the XXXX doesn't have the authorization. 

Is very frustrating but i just do what they told me, the personal banker at the local branch submitted the ticket to rectify the issues and also he submitted the formal complain to corporate in regards to the unauthorized amount of money they took from my bank account. 

I told the personal banker that this is not the first time Wellsfargo bank have done this, in fact i even told him that XXXX  years ago wellsfargo was fined billions of dollars by CFPB and other federal regulators for creating millions of fake accounts and taking money from the individual account holder without their authorization. 

The personal banker told me that there's nothing much he can do, so when i requested to speak to the branch manager, he mentioned to me that the branch manager can't even do anything on this issues which i think is a big lie.

I had enough of it and when i told the personal banker i'm going to pay off early for the money i owed for the HVAC installation and materials, i also mentioned to him that XXXX told me if i'm able to pay off the money i owed to wellsfargo all at once, i will be getting a significant savings on my interest and principal and the personal banker told me they are not able to do that either and the only individual that have the power or authority to give me the saving on interest and principal is main corporate. He told me he's going to file another formail complain on this issues to corporate and someone from corporate will call me. in fact, someone by the name of XXXX did call me but by the time i answered my phone all i hear from the other side was someone hanging up the phone. Call the corporate number at : XXXX, it rings a few time and then goes to voicemail, i suspect that XXXX saw my number and instead of answering the phone he decide to decline it, that's why it goes straight to voicemail, called about XXXX on the same day within XXXX  XXXX XXXX XXXX from my previous call and i got the same respond. This have been very frustrating since nobody wanted to help me with the fraud issues where someone took more money out of my bank account without authorization and also wellsfargo doesn't even wanted to help me to pay off the money i owed them since they know that by forcing me to pay monthly payment, they are able to earn so much more interest and junk fees. I would like to file not only a formal complain and also the federal government to file a federal lawsuit against them since they never learn from their mistake even after XXXX XXXX  in fine, wellsfargo still taking money out of the individual account without their authorization. 

I have evidence that shows the unauthorized amount of money taken out from my checking account and also screenshot that shows the time and date stamp that i called XXXX at wellsfargo HQ but XXXX keep rejecting my call, i have attached those photos on this complain

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