Consumer complaint received 2026-05-04 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:
This is the story to the issue at hand. Unauthorized charge made to our debit card for subscription services to our current vendor for web services. Payment method of XXXX was not removed as told by customer service that would resulting in payment method left in their database, and therefore was charged the amount below. Merchant was contacted of their mistake. Bank was contacted. Bank did chargeback and issued temporary credit. Merchant responded. Denied unauthorized charge by their offshore call center representative. Sent refund policy to bank. Bank returned money to merchant again. Our account debited. Beside this issue, bank is having claims representatives to use FAKE names to address customers, admitted to us by one of their people. All of this information is supported by bank 's recording system. All calls recorded. Very disappointed with their poor customer service. Please read the below letter sent to them on XX/XX/year>. They reopened the claim again. Thank you for your assistance with this matter. NOTE : This claim is from both my wife and I. XXXX XXXX and XXXX XXXX. __________________________________________ Re : Unauthorized/Fraudulent Transaction Account ending XXXX Claim : # XXXX | Merchant : XXXX | Amount : {$500.00} To Whom It May Concern : Purpose of This Letter Report and dispute an unauthorized debit-card charge from XXXX for {$500.00} on account ending XXXX ( Claim # XXXX ). Request reimbursement by crediting bank account ending XXXX for {$500.00}, and confirm the result in writing. Request clarification on the conflicting claim updates and the representative name/ID issues described below. Background This dispute is not about XXXX service quality, terms, or a refund policy. It is about a charge that was not authorized. The debit card ending XXXX ( cardholder : XXXX XXXX ) was charged for a renewal without authorization. The card had been used once the prior year and was supposed to be removed from the XXXX payment methods but was not removed by customer service which allowed the renewal to charge the card. To prevent another charge, the card was removed ending XXXX from XXXX, the subscription was cancelled, and a new subscription was purchased using a different card ending XXXX ( including a discount of {$250.00} ). Timeline ( Calls, References, and Employee IDs ) XX/XX/year> ( approx. ) Dispute started ; stop-payment request recorded ( Ref # XXXX ). XX/XX/year> Follow-up call ( s ) ; additional reference recorded ( Ref # XXXX ) ; claim also referenced as # XXXX. Same day as posting We contacted XXXX Customer Service and filed an unauthorized-charge report. Subsequent call Representative XXXX issued a temporary credit after finding the dispute had merit ( claim also referenced as # XXXX ). XXXX XXXX, 2026 Follow-up referencing claim # XXXX. XXXX XXXX, 2026 Spoke with XXXX ( Emp ID # XXXX ), who said the claim was closed on XXXX XXXX, 2026. That same day, at the request of XXXX ( Claims Customer Service, Emp ID XXXX ), we emailed supporting documents ( including evidence of cancellation and a sworn statement ), without being told the claim had already been closed. XXXX XXXX, 2026 Spoke with XXXX ( employee ID not obtained ) about reopening/resolution. XXXX said the name XXXX could not be verified and confirmed the name provided to us was not the representatives actual name ( a false name/alias ). We were later told the person existed under a different name, which raised concerns about being able to track prior conversations. XXXX XXXX, XXXX XXXX escalation; spoke with supervisor XXXX after attempted supervisor contacts ( including XXXX ) . We discussed the basis for the denial and how the claim was originally entered. XXXX XXXX, 2026 Status update : XXXX ( Emp ID XXXX ) and supervisor XXXX ( Emp ID XXXX ) said the matter was reopened and notes were added for investigator review. Issues We Noticed How the claim was entered : we were told the original claim was entered as ( i ) not unauthorized/fraud, ( ii ) a dispute about services provided, and ( iii ) paid by other means. That does not match what we reported. Conflicting status updates : we were told the claim was closed ( XXXX XXXX, XXXX ) and later told it was reopened, without a clear explanation. Name/ID concerns : at least one representative ( XXXX ) would not provide an employee ID, and we were told the name XXXX could not be verified as given. Document access : we were told the emailed documents could not be viewed during reopening attempt ( s ). What We Need Wells Fargo to Do Credit {$500.00} back to bank account ending XXXX for the unauthorized XXXX charge and confirm in writing when that credit is completed. Review this as an unauthorized transaction ( not a service dispute ) and complete the investigation under the correct category. Send a written status update confirming whether the claim is open or closed, who is handling it ( if available ), and the expected timeline for a decision for Claim # XXXX. Explain in writing why we were told the claim closed on XXXX XXXX, XXXX, why documents were requested on XXXX XXXX, XXXX, and not when the claim was reported and filed, and why we received conflicting information about reopening. Clarify representative identification : confirm the policy on providing employee IDs and how customers can reliably reference prior calls. Explain the use of an alias/false name ( as confirmed by XXXX ) and how customers can verify who they spoke with if a different name is used. CFPB Complaint ( For Your Awareness ) We submitted a complaint to the Consumer Financial Protection Bureau ( CFPB ) due to the conflicting information we received and the concerns noted above. Documents Included Copies of the documents we emailed on XXXX XXXX, XXXX ( requested by XXXX, Emp ID XXXX ) show cancellation/termination of the XXXX service. Sworn statement stating the XXXX charge was not authorized by the cardholder. Please review this dispute as soon as possible and send a written response confirming the outcome. Please contact us at XXXX if you have any questions. Note : Some dates, times, and call details above are based on our best recollection and may be approximate. The information herewithin may be updated at a later date.

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