Consumer complaint received 2025-07-15 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: FL

Complaint narrative:
As of XXXX, my wife and I have tried to sign into our XXXX account via the app, it would not let us in, stating we did not have an account with XXXX. On XX/XX/2025 Wells Fargo took a vehicle payment out of our XXXX bank account. The took XXXX out under the XXXX name. We have never had an account with Wells Fargo, and whatever they did, had it in my wife 's name under bill pay, and a different account number. She did NOT authorize anything. We went to our bank that day, the XXXX of XXXX. Nothing could be done at that time, due to the holiday weekend. We left there and went to XXXX, XXXX XXXX, said our account looked great, but wondered why Wells Fargo took an extra payment. We explained we don't have any dealings with Wells Fargo. He told us at that point that XXXX and XXXX XXXX deal with Wells Fargo. He contacted XXXX and put me on the phone, I spoke to them. The man on the phone, told me " Oh well, there's nothing we can do ''. End of conversation. 
On XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I called XXXX again. The lady who spoke to me, again said they are not connected to Wells Fargo. I explained everything that happened, and told her I wanted a payment refunded. She told me that couldn't be done. In the meantime, after that call, I called Wells Fargo. I was explaining it to them now. I told them we did not now or ever have an account with them. They did not ask for my name, last XXXX of social, birth date etc. They wanted to talk to my wife, to verify that she didn't have an account. All they asked her was her name, it was verified we didn't. So for not having an account, how did they know what we were talking about? They also stated they don't do business with XXXX. We then went to our bank. She had me call XXXX on speaker to cancel our auto pay. They cancelled it. It was then, the lady at XXXX admitted they do business with Wells Fargo. Wells Fargo will not return the money to our account. Our bank is investigating this issue. I called our bank this morning to check on the investigation they're doing. We have to check back tomorrow, because the bank employee we are dealing with, was not in today. So then, my wife called XXXX, XX/XX/2025 ( Tuesday ). They don't understand what or why Wells Fargo got into our account especially since we don't have an account with them. XXXX is now investigating this. Because of this we will continue to be hungry and sitting in the dark, in this heat. My wife and I are both XXXX and live on a fixed income, social security. They have left us with nothing. We have other bills that we can't even pay. Now we are being charged XXXX a day for NSF fees. We don't have any money to pay that, or anything to live on. We get paid once a month. We don't live on weekly paycheck to paycheck. We now live on month to month social security checks.

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