Consumer complaint received 2025-07-12 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:
On XX/XX/XXXX a purchase was made on XXXX for XXXX XXXX XXXX XXXX XXXX for a concert happening on XX/XX/XXXX in florida where we live for my wife as a birthday present, following this i received the normal confirmation email and an extra one telling me my next steps which was to just wait for the week of the concert and I would get sent my etickets and would be able to download them and enjoy the concert. Awesome everything was fine and then on XX/XX/XXXX my wife notices as we used her email to make the account on XXXX to purchase the tickets that we received another confirmation email which we were very confused about so once we logged into the account we noticed 2 purchases were made, the first one was for 2 tickets to a XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX in Washington DC that started at XXXX for {$42.00} and XXXX tickets for a XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX for {$59.00} that started at XXXX so as soon as we caught it we let both XXXX support know about the issue and wells fargo as well immediately after. XXXX told us they made a dispute but that to get a refund I would need to contact our financial institution. Wells Fargo told us they started a fraud claim and we received the credit for the charges and were told nothing else was needed and that they would do their investigation. On XX/XX/XXXX I believe or the XXXX we noticed the account went negative and were very confused once we checked we saw that wells fargo took back the credit so again very lost we called the claims department and were told basically nothing all the guy would say was the claim was denied and only offered that supposedly they sent 3 letters informing us they would take back the credit which we didn't receive as I check the mail daily and am signed up for electronic mail and never received those notices to the email which I replied it still doesn't make sense why the claim was denied as I live in florida and makes no sense for me to fly to Washington as the game and the show were for the following day the XXXX of XXXX to watch a baseball game at XXXX to then get on a plane and fly to new york to catch a show at XXXX in XXXX to which he laughed and said " I feel you buddy but we can't do anything why don't you try telling XXXX that and seeing if they'll refund u it looks like they denied the fraud '' to which I hung up as clearly he was no help so I then proceeded to call XXXX and explain what the previous agent told me and he explained they definitely did not reject the fraud claim but as there a XXXX party merchant it's on my financial institution to give me the refund still. So once again I call wells fargo back re explain everything and now this again tells me that the claim got rejected because the put it as a non fraud which confused as we were told it was submitted as a fraud claim the first call and so he asked a bunch more detailed information of the amount, time of event, place, time orders were placed and said he would be resubmitting the claim to be reopened and to call back after the holiday break so I thanked him thinking everything would be fine call back Monday and get told by this agent that unfortunately because we know were the fraud came from theirs nothing he can really do which kind of annoyed me at this point as I'm tired of getting told something different everytime and kind of rudely told him that was unacceptable and that something needed to be done now so he said he would make a claim as non fraud as it's better to fight it that way but that it's still a shot in the dark that it'll get approved as most don't and as I was tired of just dealing with the agent I requested to end the call and have received no other communication or anything of progress being made

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 monetary relief