Consumer complaint received 2023-12-27 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: NC

Complaint narrative:
I had applied for the ITIN ( Individual Taxpayer Identification Number ) for my spouse, through the website, https : XXXX on XXXX XXXX XXXX. The website charged a service fee of {$99.00}. I paid the amount via online using my Wells Fargo debit card. 

The customer service department of the company sent an email to my spouse about the payment confirmation on XXXX XXXXXXXX XXXX They also asked her to provide the card details to correctly identify the payment, in another email on the same day. They again sent a follow-up email to my spouse asking for card details on XXXX XXXXXXXX XXXX 

But I did not provide them with my debit card details, as it was the sensitive information. In the emails ( received on XXXX and XXXX XXXXXXXX XXXX ), they clearly stated that they will refund my money in case they did not correctly identify the payment. So, I waited for many days for their refund but I did not receive any refund that they promised. 

I thought of enquiring the status of my spouses ITIN and searched for the toll-free number of the IRS. IRS department informed us that the ITIN application can not be done online and were required to go to the IRS office for the ITIN application. Further, they mentioned that the IRS would never ask for the debit/credit card details over the email. Also, when I told them to check the status of the ITIN with the order ID mentioned in the emails, they informed me that I had become a victim of phishing. They asked me to raise the issue with the TIGTA.

On the other hand, as my spouses application is not processed through the above-mentioned website, I complained the matter to the Wells Fargo bank XXXX XXXX XXXXXXXX XXXX and asked them to dispute the transaction. 
Eventually, the bank temporarily credited {$99.00} to my checking account on XXXX XXXXXXXX XXXX  But on XXXX XXXX, 2023, I have received a letter from the Wells Fargo bank, stating that the bank will debit the previously credited amount i.e., {$99.00} from my account on XXXX XXXXXXXX XXXX 

Therefore, I contacted the bank regarding this letter via toll-free number, XXXX. The customer service executive of the bank told me that the merchant submitted a non-refundable agreement between me and the merchant to the bank. Neither have I signed any agreement with the merchant nor have any copy of the agreement. I also asked the bank to show me the agreement but till now they did not send me the copy of the agreement. 

I have informed the bank that I have the necessary evidence to prove that the merchant had defrauded us ( my wife and me ). Unfortunately, the bank did not pay any heed to me. Also, the bank is not willing to accept the evidence from my end and proceeded to close the case asap. It sounded very fishy to me. The behavior of the bank authority does not seem to be transparent. The bank authority supposed to care for their customers. Even after several request, the bank is not willing to co-operate and help me in this regard. 
It was clearly mentioned in the email sent to my wife, by the merchanXXXX XXXX XXXX XXXX XXXX XXXX that they will refund the money in case they did not correctly identify the payment. Also, in their terms and conditions, it is mentioned that they will only charge in case the application is accepted, which did not happen in my case. I have not received the money from the merchant yet. 

I have provided all the transaction details below. The emails from the merchant and the bank account statement as well as the letter from the Wells Fargo Bank are provided as attachments. I have masked the bank account number and the routing number for my safety. 

I have been wronged and I am sure justice will prevail. I have enormous faith in your system. Kindly look into the matter. Your co-operation is highly solicited. Awaiting your reply. Thanking 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