Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Wells Fargo Bank , N.A . 
Attn : Dispute Resolution / XXXX Office Re : Urgent Complaint Unauthorized Transactions and Refund Denial - Because the account is Close. 

Dear Wells Fargo XXXX XXXX I am formally requesting that XXXX XXXX XXXX and any prior agents involved in this matter not be assigned to my case. Given the repeated mishandling and denials of my legitimate claim, I have reason to believe that continuing with the same personnel may constitute bias, unfair treatment, or discrimination under applicable federal and state consumer protection laws. 

To ensure a fair and impartial review, I request that my case be reassigned to a new, independent escalation XXXX with full authority to investigate and resolve the matter. 
Thank you for your immediate attention and written confirmation of reassignment. 

I am formally escalate a matter involving unauthorized charges totaling {$9800.00} that were processed through my account and to request immediate assistance in recovering these funds. Despite multiple attempts and providing evidence of fraudulent activity, I have not received adequate support from Wells Fargo to resolve this issue. 

Summary of the Issue XXXX. Between XX/XX/year>, and XX/XX/year>, unauthorized transactions totaling {$9800.00} were charged to my account for money transfers initiated through XXXX to an individual identified as XXXX XXXX. 

XXXX. These transactions were confirmed by XXXX as unauthorized and fraudulent after their formal investigation, which included verification of login locations, device fingerprints, password access, and payment authorization records. 

XXXX. XXXX attempted to issue a refund totaling {$9800.00} back to my XXXX debit card ending in XXXX. However, these attempts were rejected by Wells Fargo due to alleged account restrictions. Consequently, the refund could not be completed. 

XXXX. My account associated with this card has been closed, and the funds were returned, leaving me without recourse. 

Evidence Submitted I have provided all relevant evidence to Wells Fargo and XXXX, including but not limited to : Transaction history and Remitly account statements showing unauthorized transfers. 
Formal confirmation from XXXX that these transactions were fraudulent. 
Rejection notices from Wells Fargo regarding the attempted refunds ( Code : ACCOUNT_RESTRICTION_REFUND_DENIED ). 
Correspondence with XXXX XXXX XXXX confirming that refunds can only be issued to the original funding instrument per their Section XXXX policy. 

Despite submitting this evidence, my claim was denied by the claims department, and I have been unable to recover the funds to date. I believe this represents a failure of Wells Fargo to properly investigate and facilitate recovery of unauthorized transactions, which has caused significant financial harm and distress. 

Request for Immediate Action XXXX. I request Wells Fargo to review this matter with full consideration of the evidence provided, including all correspondence from Remitly confirming the unauthorized nature of the transactions. 

XXXX. I request that my case be assigned to a new escalation XXXX ; specifically, I do not want XXXX XXXX XXXX to handle this matter, as I do not believe the prior escalation was conducted appropriately. 

XXXX. I request that Wells Fargo take all necessary steps to recover the full amount of {$9800.00} and credit it to my current account or provide an alternative solution consistent with federal banking and consumer protection laws. 

XXXX. I request written confirmation of the actions taken, including a detailed explanation if Wells Fargo is unable to recover the funds. 

Legal Considerations Under federal and state consumer protection laws, including the Electronic Fund Transfer Act ( XXXX, XXXX U.S.C. XXXX et seq. ), financial institutions are required to investigate and resolve unauthorized electronic transactions promptly. Failure to act or properly facilitate recovery of funds may constitute negligence and breach of fiduciary responsibility. 

I have attached all supporting documentation, including transaction records, XXXX correspondence, and evidence of prior claims submissions. I urge Wells Fargo to address this matter urgently and fairly. 

Please provide a response within XXXX business days regarding the status of my complaint and the actions Wells Fargo will take to recover the funds. 
Sincerely, XXXX XXXX XXXX Attachments : XXXX. Remitly correspondence regarding unauthorized transactions and refund attempts XXXX. Transaction history and account statements XXXX. Rejection notices from Wells Fargo XXXX. Prior claim submissions and evidence provided

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