Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
b"OnXX/XX/XXXX as I have done in previous transaction since being a customer witXX/XX/XXXXbeginning in 2009, I made an attempt to pay my cell phone bill through aXX/XX/XXXX Application that has been available for me over seven (7) years now. Never once did I experince a problem using my Debit Visa (linked to my Checking Account) to manually pay the bill each using the one-time payment method.  Somehow on XX/XX/XXXX I first updated the New Debit Card due to the previous card had expires effective XX/XX/XXXX.  After updating the new information, I later successfully request the payment to be to my Checking Account using the new card received in XXXX XXXX  The Amount I requested to be submitted for a one-time payment was $50.00.  After inputting all information and submitting the payment was accepted, but there was no confirmation Code from BXXXX XXXX the actual payment. had been received.  Boost Mobile has always texted my Cell phone a confirmation number letting me know the payment had been received and in in route for processing.  This time that didn't happen. I called XXXX XXXX  and spoke with XXXX XXXXegarding the payment, and she could not see the payment was accepted by XXXX XXXX.  I became very concerned after I notice I was unable to use the Stop Future Payment listed as one of Wells Fargo features customer can use without contacting the Stop Future Payment Department.  After being unsuccessful trying to use the Stop Future Payment Application listed, I decided to call Wells Fargo and verbally make the request to stop the transaction since I did not know whether the payment was in limbo for payment or went elsewhere. I felt calling Wells Fargo Stop Future Payment Department @XXXX XXXX XXXX XXXX to request a Stop Payment was placed on the $50.00 Transaction, was the safest way to handle the situation.  By during so I was issued a Reference # XXXX at the end of the request. An email was sent to me as a follow-up from Wells Fargo confirming the Stop Payment had been place and a Provisional Credit of $50.00 was redeposited back into my account before the conversation ended. Never once was I told the Stop Future Payment was going to be investigated by the Wells Fargo's Claim Department. Days later I received a letter from Wells Fargo stating the $50.00 Transaction was being investigated.  I was puzzled since I never stated an unauthorized transaction had been placed on my checking account for payment that I didn't recognize, I created the payment, but after not receiving conformation from XXXX XXXX.  I became very concern, so the safe way to handle the transaction was to Stop the Payment and wait until the money was requested by XXXX XXXX then I would proceed to pay the amount at a XXXX XXXX store.  Later I contacted XXXX XXXX  again and explained what I had done.  I was told to give the payment more time to confirm since the XXXX XXXX  had been having some issues with receiving and confirming payments. I was not taking a chance with that."

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