Consumer complaint received 2025-12-26 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: TX

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint to formally request CFPB investigation and enforcement action against Wells Fargo Bank for repeated violations of federal consumer protection laws related to unauthorized charges, improper dispute handling, and unfair and deceptive practices. 

Unauthorized and Duplicate Charges I was charged by XXXX separate companies for the exact same amount for software translation services that did not function as advertised. The products failed to perform the basic services promised, constituting a classic bait-and-switch transaction. I attempted to contact both merchants to resolve the issue directly, but neither company responds to communications nor provides a working phone number. 

Within XXXX hours of the charges posting, I contacted Wells Fargo and requested cancellation and dispute of the transactions. My request was made well within legally required timeframes and prior to any legitimate use of the services. 

Despite this, Wells Fargo failed to take corrective action. 

Unauthorized International Transaction Fees The following day, I was charged XXXX additional international transaction fees related to these same merchants. I did not authorize any international transactions or fees. These charges were added after I had already notified Wells Fargo of the disputed transactions. 

Improper Dispute Handling and Denial of U.S.-Based Support When I contacted Wells Fargo again , I was routed to a representative who did not speak English fluently enough to understand the dispute. I requested assistance from a U.S.-based representative to ensure accurate communication. Wells Fargo refused this request. 

I informed Wells Fargo that refusing reasonable language accommodation and failing to properly investigate unauthorized charges is a violation of federal law. They still refused to escalate or correct the issue. 

This is not an isolated incident. Wells Fargo previously refused to correct a separate unauthorized transaction several months earlier, resulting in financial loss. Based on repeated interactions, it appears Wells Fargo relies on communication barriers and inadequate dispute handling as a means of avoiding fraud resolution. 

Federal Laws Implicated Based on these facts, Wells Fargo appears to have violated the following federal laws and regulations : Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666, by failing to properly investigate and resolve billing errors and unauthorized charges after timely notification Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR Part 1005 ), by failing to correct unauthorized electronic fund transfers and associated fees Dodd-Frank Act Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ), by permitting bait-and-switch transactions, charging unauthorized fees, and obstructing dispute resolution CFPB servicing and dispute resolution standards, by refusing to provide meaningful assistance and escalating support when communication barriers were clearly identified Request for CFPB Action I am requesting that the CFPB : Investigate Wells Fargos dispute-handling practices Require reimbursement of all unauthorized charges and fees Examine Wells Fargos refusal to provide adequate language-accessible support Take appropriate enforcement action to prevent similar consumer harm Wells Fargos conduct reflects a systemic failure to comply with federal consumer protection laws, not a one-time error. I am asking the CFPB to intervene to ensure accountability and compliance. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX.

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