Consumer complaint received 2026-02-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am reporting a claim mismanagement case where I am appealing the incorrect decision based on Wells Fargo negligence on getting the appropriate resolution. I filed a claim once on XX/XX/XXXX due to XXXX issues. Wells Fargo is simply claiming that it was an authorized transaction which is the wrong description for the claim and denying it. I initially provided information over the phone and I also emailed information to them on XX/XX/XXXX and XX/XX/XXXX. Based on the convos with the claim reps the information I provided sat in limbo from XXXX and was never submitted to XXXX for review which has to be within XXXX  days. I recvd a denial letter & called on XX/XX/XXXX. I was immediately put on hold by the claims rep & was adv not to worry about the letter & debit reversal. Little did I know the rep closed claim # XXXX I filed & lied putting per my request and opened clm # XXXX w/o my knowledge or consent to do so. XXXX mishandled this claim from the very beginning. I appealed the claim on XX/XX/XXXX and asked that a complaint be filed for the XXXX office to thoroughly review this claim and how it was mishandled. XXXX was initially assigned to my case and I never heard from her after leaving her XXXX messages. I found out today someone by the name of XXXX is handling it. She called twice and I returned her call twice. XXXX 's XXXX stated that " if I would like to further discuss I can contact her directly ''. Well, I did call her twice and I left her a message stating that I would like to further discuss as I had not spoken with anyone about my concerns yet. I never got to discuss anything because XXXX XXXX took matters into her own hands, sent me an email after never talking to me about my concerns, gave me a list of dates and advised that the case is closed as of today ( XX/XX/XXXX ). XXXX shouldn't have closed my claim claiming I requested it w/o my auth or initiated a new claim w/o my consent. I am seeking resolution based on the Banks Negligence and UDAAP Violations. 

XXXX XXXX escalations representative has now reviewed the BBB case that I filed and is pretty much repeating what XXXX advised in her letter. I finally spoke with XXXX XX/XX/XXXX and he advised that XXXX can not handle claims for services not rendered / deceptive advertising and this is why it was denied. I asked why was the claim allowed to be filed in the first place and he mentioned that they do this as a " due diligence '' for the customer. Why are customers not being told this information up front and why did this claim stay open from XX/XX/XXXX until XX/XX/XXXX to only be closed by a rep and state that it was closed per customer, and then have a new XXXX opened and allow sit in limbo from XX/XX/XXXX until XX/XX/XXXX and then be told that they are unable to dispute with XXXX. I was also told that XXXX never had the opportunity to look at this claim and by XX/XX/XXXX when it was reopened it was too late. My main concerns here are if this was going to be a denied claim why was it filed to begin with? Why did it take so long to be reviewed if it was never reviewed by XXXX? Why did the rep close the first claim stating that I requested it to be closed and open another one without my request? Why did I send in proof for the claim? Why did it take XXXX months for me to get a denial advising that the charge was authorized? Why are was I made to mentally feel that XXXX was diligently working on my behalf to get some resolution? This claim was mishandled, XXXX has a failure in their internal systems causing customers to believe that they will get some type of resolution and they are also using stalling tactics to deter customers from wanting to get some form of resolution. Now that the claim credit has been reversed XXXX has continued to allow transactions to come through my account. This reversal has caused several overdraft fees that I have asked to be credited to my account. Please have someone to thoroughly review this claim. Wells Fargo reps have all taken a surface level look at this claim and simply given me dates of how and when the dispute was filed. No one has confirmed if XXXX ever had the opportunity to review the dispute. This claim was mishandled and the denial was unfair and the delay was unreasonable. 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