Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
b'THE ACCOUNT NUMBER THAT I GAVE YOU, IT HAS BEEN FLAGGED BY FRAUD, AND THEY CHOSE MY ACCOUNT. THEY GAVE ME A NEW CARD BECAUSE I REPORTED FRAUD!! obviously something is wrong. When you have to change accounts !! so Im not sure if that number is gonna get you through anything, but I have my old card number if that doesnt work where all the transactions happened CARD NUMBER XXXX XXXX XXXX XXXX ACCOUNT HAS BEEN SHUT DOWN AND CLOSED. I GAVE YOU MY CARD NUMBER JUST IN CASE THE NUMBER I GAVE BEFORE AN ACCOUNT DIDNT WORK !!On XXXX XXXX XXXX I made a reservation through XXXX to stay at EXTENDED STAY on XXXX XXXX XXXX. I called back to booking.com because I realize I reserve the wrong week XXXX said that they will refund $XXXX BUT FIRST THERE IS AN EMAIL POLICY that all cancellations have to be sent to the entity in my entity was extended. Stay for the manager to sign off on my cancellation to release my refund of $XXXX . I called. EXTENDED STAY. To see if they received. XXXX EMAIL.. extended stay did not receive this email so extended stay XXXX. A NEW BUSINESS EMAIL to send to the front desk and she will sign it!!\XXXX REFUSE EXTENDED STAY EMAIL !! and I quote said WE CANT SEND ANOTHER EMAIL. I ASKED XXXX WHY ? The answer I received from XXXX was WE JUST CANT!! I called XXXX and ask them to tell me WHERE IS THE LOCATION OF THIS EMAIL ? What department do you send it in so I can relay that to the extended stay and they can sign the mandatory policy of releasing my refund XXXX REPLIED I dont know what department it was sent. We dont know where it was sent and we just cant tell you information !! so now theyre playing games I realize that yes XXXX DOES HAVE A POLICY WITH A MANDATORY SIGNATURE OF THE ENTITY YOURE COUNSELING with, but this is the catch THEYRE ABUSING THEIR OWN MAN. MANDATORY POLICY TO SCAM CUSTOMERS !! by not sending THE EMAIL but making it a policy that it be signed. Its pretty brilliant so XXXX is using its own mandatory policy TO SCAM. CUSTOMERS FRAUD IS FRAUD ! Since XXXX was giving me the runaround and making absolutely no sense I I FILED A CLAIM AGAINST XXXX with my bank Wells Fargo for the charge of $XXXX! XXXX SEEING THE CLAIM IVE MADE AGAINST THEM WITH MY BANK, Wells Fargo !! XXXX seeing this transaction claim to get my money back refund refunded XXXX THEN ASSUMED that Wells Fargo paid the claim without doing any type of investigation just on assumption that it was paid XXXX DID A REVERSAL REFUND for $XXXX BASICALLY TAKING THEIR MONEY BACK !! but REHEARSAL REFUNDS are only legal if THE BANK PAYS THE CLAIM and Wells Fargo denied my claim!! and accuse me of being complicit and stealing my own money . They gave Wells Fargo gave me provisional credit and called booking.com Wells Fargo asked booking.com WAS MISS XXXX BEEN COMMUNICATING with you of course XXXX said no. I have 40 documents of communication BUT WELLS FARGO INVESTIGATOR DIDNT BOTHER TO ASK FOR THOSE DOCUMENTS or if I had any communication with them was supporting documents and I wouldve handed them 40 documents of communication plus a claim INSTEAD OF WELLS FARGO ASKING ME FOR THE DOCUMENTATION WELLS FARGO DENIES THE CLAIM AND TAKE BACK IS PROVISIONAL CREDIT!! it was very self-serving a Wells Fargo now XXXX not only has my $XXXX for the canceled stay at the extended stay PLUS EXTENDED STAY DID A REHEARSAL REFUND IN MY ACCOUNT ON THE ASSUMPTION that Wells Fargo paid the claim, but my claim was denied SO NOW XXXX REVERSAL REFUND BECOMES FRAUD AND A VIOLATION OF UNAUTHORIZED TRANSACTION IN MY ACCOUNT they did not bother to do an investigation to make sure Wells Fargo paid because thats the only way reversal refund is legal when the claim is paid if its not paid and its denied and booking.com does a REVERSAL REFUND. in other words, taking their money back now Im out of $XXXX!! Wells Fargo did not do an adequate investigation on purpose, and it was self-serving, if you ask XXXX was I corresponding with them and XXXX says no AUTOMATICALLY WELLS FARGO CONTACTED ME AND ASK ME DO I HAVE SUPPORT SUPPORTING DOCUMENT that I think communicating with them if Im a client BUT WELLS FARGO DID NOT ASK THOSE QUESTIONS if they would have asked me for supporting document I GAVE HIM IN THEM 40 DOCUMENTS OF COMMUNICATION, but Wells Fargo didnt bother to ask for that documentation is supporting documents before they CLOSE THE CLAIM AND REVERSE THEIR PROVISIONAL CREDIT!! this is a way to not take responsibility BY BLAMING THE CUSTOMER FOR BEING COMPLICIT AND STEALING THEIR OWN MONEY. And this is how they get away with keeping money thats not theirs.. they claim to do a big investigation will obviously that is a lie because they were Wells Fargo wouldve called me and asked for my documentation against booking.com. They didnt ask me anything. Wells Fargo investigators did not ask me any questions whatsoever no emails so what kind of investigation is that?? on XXXX XXXX XXXX.I asked Wells Fargo please refund me THE $XXXX from my reservations with extended stay in booking.com WELLS FARGO REFUSED and theyre still refusing and doing inadequate investigations Wells Fargo did not bother to investigate the HOLDS ON MY ACCOUNT to see IF MY HOLD WAS RELEASED AFTER I MADE THE RESERVATION Wells Fargo basically did napping and theyre still sitting back doing nothing so booking.com is determined theyre gonna keep their money. Wells Fargo is determined not to do a good investigation because they want to keep their money so everything is self-serving XXXX XXXX XXXX NOW? I HAVE $XXXXXXXX IN MY ACCOUNT BECAUSE OF XXXX AND WELLS FARGO !! Wells Fargo is denying the refund claim of $XXXX and they would not owe the extra XXXX if they would have not allowed XXXX to access my account but now you didnt take responsibility and let XXXX access my account then you need to be able to give restitution for that!! I am already struggling financially and I dont need to go into details about what that is but $XXXX is not a lot to you but its a lot to me. Its basically all I had. AND NOBODY WANTS TO COOPERATE CAUSE THEY BOTH WANNA KEEP THEIR MONEY. But it is Wells Fargo duty to do a proper investigation. WELLS FARGO IS NOT DOING A PROPER INVESTIGATION. THIS IS WHY THERES A CLASS ACTION LAWSUIT AGAINST ELEGANCE XXXX XXXX XXXX FOR THE SAME THING THAT IM IN. Thanks think were always complicit in stealing our own money.!! an investigation for Wells Fargo you dont call up and ask questions to the entity, but you know youre not gonna get an honest answer to and then put the phone down and take my provisional credit back and close the case without calling me and asking me for my supportive documents thats not investigation thats self-serving !! THE MORAL OF THE STORY BECAUSE OF WELLS FARGO IM MISSING $XXXX OUT OF MY ACCOUNT!! and theres also A POSSIBILITY when I made those reservation reservations with extended stay WELLS FARGO PUT A HOLD ON $XXXX THAT IM MISSING? And after I cancel the reservations with XXXX. WELLS FARGO DID NOT RELEASE THAT HOLD. And they did not even investigate. If that was the problem they did absolutely nothing when I say nothing nothing! Wells Fargo goes on and on about how good their investigation is no it is not their investigation is making sure that they dont have to be responsible for allowing someone to trespass in your account and then not Check holds not call the customer and ask for supporting documents just close it and take that provisional credit and they call back an investigation . So basically. XXXX. Is running a. SCAM WITH THEIR OWN MAN MANDATORY POLICY. It is their policy that all transactions of cancellations need to be signed by the entity to release my refund. That is a policy. WHERE ITS A SCAM THEY NEVER SENT THE EMAIL. And if you dont send the email and it doesnt get signed, they keep your money quite frankly is pretty brilliant of a scam.!! WELLS FARGO IS SUPPOSED TO BE ON MY SIDE AND DO THE PROPER INVESTIGATION because its not their money because they choose to believe Ive done something wrong that Im out of $XXXX and thats it supposedly they reopened the claim and theyre supposed to be investigating until XXXX XXXX XXXX THATS A LONG TIME WITH $XXXX IN YOUR ACCOUNT FROM XXXX XXXX when I reported it so basically XXXX & WELLS FARGO ARE BOTH RUNNING THEIR OWN SCAM!! but the problem is no ones taking responsibility. Wells Fargo is not checking out. ARE A HOLD ON MY ACCOUNT WHEN I MADE A RESERVATION THAT WASNT RELEASED. THEY HAVE DONE NOTHING BUT I DO KNOW IM OUT OF $1000 AND HAS BEEN A HARDSHIP. I CANT AFFORD THAT. IM HAVING HOUSING ISSUES AND I HAVE XXXX MORE CENTS IN MY ACCOUNT RIGHT NOW AND THATS ALL IVE HAD FOR ALL THAT TIME.!! I need a proper investigation to see where the money is I know a XXXX has $XXXX OK BUT WHERES THE OTHER $XXXX IS NOT ACCOUNTED FOR? I have reached out to an attorney. To see if I can follow a lawsuit against wellsfargo CURRENTLY I HAVE A COURT DATE NEXT MONTH WITH XXXX ABOUT THIS $XXXX they tried to give me a settlement of XXXX but wheres the other XXXX BETWEEN XXXX AND WELLS FARGO SOMEONE IS LYING AND SCAMMING AINT NOBODY WANTS TO TAKE RESPONSIBILITY Wells Fargo says basically IM COMPLICIT AND STEALING MY OWN MONEY WHICH IS WHAT MOST BANKS WILL SAY ITS CALLED. I WANT TO KEEP MY MONEY SO IM JUST GONNA PRETEND TO DO AN INVESTIGATION BUT ACTUALLY, BUT NOT ACTUALLY DO ONE. HOW CAN YOU HAVE INVESTIGATION IF YOU DONT ASK THE CUSTOMER FOR DOCUMENTS YOURE SUPPORTING DOCUMENTS FOR YOUR CLIENT. I JUST NEED FOR THIS TO BE RESOLVED AS SOON AS POSSIBLE. . Thank you.'

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