Consumer complaint received 2024-05-18 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: LA

Complaint narrative:
I was very sick for a few weeks. When I was able to, I checked my business account to pay our rent and noticed a charge of {$5300.00} from XXXX on my business checking account using my business debit card on XX/XX/XXXX. I keep my card with me at all times and not sure how anyone would have access to it. 

I reached out to Wells Fargo on XX/XX/XXXX and opened a dispute on the fraud charge. On XX/XX/XXXX, I reached back out to check on its status and I was told the dispute was declined because the charge was " verified ''. I tried to explain to them that there was no way it could be " verified '' since I never gave anyone permission to use my debit card as I had been sick from XXXX. Most days I have no strength to do anything, not even chew my food. I've lost so much weight which also contributes to my weakness and I've slept for weeks. I asked them if I could appeal the decision and was told no and I would need to contact XXXX. 

I reached out to XXXX on XX/XX/XXXX immediately and attempted to explain who I was and provide information about the fraudulent charge. The lady I spoke with asked me for the reservation number listed on the transaction on my banking app. I provided it to her ( XXXX ) she located the reservation and then asked me for my email address in which I provided her with. She came back on the line and stated there was an account that was attached to the email I provided, that wasn't associated with the fraudulent charge but I would need to verify the first and last name on the account. I explained to her that I have never used XXXX and provided her with my first and last name. She stated that my name doesn't match the account registered to the XXXX  account email I provided. I explained to her again that I have never created an XXXX  account in which she replied that it was created in XXXX but was never used. She told me she could not move on until I verified the correct first and last name on the fraudulent account which I responded again that I do not know the first and last name because I never registered an account with them. She then put me on hold and came back and said that she is " escalating '' this to higher management for review and I would need to provide her with a separate email for the fraudulent charge since neither case is associated with the other. I provided her with another one of my emails and she stated someone would contact me in regards to the fraudulent XXXX account and the fraudulent charge by email.I asked her if she could provide the name of the person who used my business debit card on their platform and she told me it's against policy. I also asked her if they would be giving me my money back and she told me to wait to hear from someone. 

Later that night, I received an email from their " Payment team '' asking me to confirm my debit card number that the fraudulent XXXX charge was on. I emailed them back with all the information they requested. 

XX/XX/XXXX : I reached back out to XXXX  to check on the status of this case. The person I spoke with couldn't find a record of any case being open instead he wanted me to also confirm the information on the fraudulent account that wasn't associated with the fraudulent charge before proceeding. I explained to him that there's also an open case on that because I never created an XXXX account. He kept repeating that he can't help me until I confirm the information on the account. I hung up the phone. 

XX/XX/XXXX : XXXX sent me another email from their " Payments Team '' asking for the exact same information as the previous email. I resent the same email and asked them for an update. 

It is now XX/XX/XXXX and I have not heard anything back from XXXX. I can't call and ask for an update because their agents don't seem to see a case or even know what they are doing. We are at risk of being evicted because our rent is now overdue. I am having to seek government assistance for my XXXXXXXX XXXX XXXXXXXX. We can't pay any of our bills and XXXX  seems to be purposely holding on to my money and won't provide any updates. I never gave anyone permission to use my debit card for anything as I am the only person with access to it. XXXX has evidence that this is a fraudulent charge but doesn't want to follow up and provide me with my money back.

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 non-monetary relief