Consumer complaint received 2025-10-16 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/year> I was alerted that my Wells Fargo checking account had some questionable charges. I logged into my online account and saw multiple attempts of withdrawals by a company that I did not recognize. I called the bank immediately and reported that XXXX charges were allowed after multiple attempts. The amounts were {$2900.00} and {$850.00} to a company XXXX. There was a XXXX attempt for around {$310.00}, but that charge did not go through because the account was overdrawn. 
I was assisted by XXXX on XX/XX/year> and we deleted the card that was charged to my personal account and we also deleted the card for my business account. She said the bank would be in touch with me and that I should put money in the account to cover future charges until the investigation was concluded. No claim # was given. 
I called the bank on XX/XX/year> because I had not heard anything. I was told that there was nothing showing except the conversation with the claims assistant on XX/XX/year> so this agent gave me a claim # and said to try back in a few days. 
I called the bank on XX/XX/year> and spoke to a claims assistant who gave me another claim # because the other claims had been resolved. I said nothing had been resolved and I was still out the {$2900.00} and the {$850.00}. 
The bank gave me provisional credit of {$2900.00} and {$850.00} on XX/XX/year>. 
The next communication that I received was a letter dated XX/XX/year> ( which I received around XX/XX/year> stating their investigation found : * * The card was in your possession at the time the claim was filed and during the time of the disputed activity. 
* * You have not lost any devices that included a digital wallet. 
Due to the findings of our investigation, we are unable to honor your claim. As a result, on XX/XX/year>, we will deduct the provisional credit of {$3700.00} previously provided to you. 

I called the Wells Fargo Claims department on XX/XX/year> and spoke to an agent who said the investigation was closed and he could not help me. I asked to speak to his supervisor. He transferred me to XXXX who listened to me explain that I live on a fixed income and have no money to spend like this and I don't even know who RMTLY is. She said I had wired money internationally through this company. I don't know anyone who lives outside the XXXX and I don't have that kind of money to send. She agreed it was unusual for my account and that she would reopen the file and have them look at it again. She said to call back in XXXX or 4 days. 

I called the Wells Fargo Customer Service on XX/XX/year> to request the proof of the declines so that I could use these to show with the Claims Dept. to further support my case. XXXX, the XXXX agent, said that I should call the XXXX XXXX XXXX also. 
He could not provide the XXXX XXXX for the multiple declines. 

On XX/XX/year> I called the XXXX XXXX XXXX and spoke to XXXX who promptly transferred me to the Claims Dept and I spoke to XXXX to tell him I had spoken to Claims already, but could he give me an update on the discussion I had with XXXX on XX/XX/year>. I said that since she was the supervisor she told me she would reopen the claim and have them look into it further. XXXX said that XXXX was not a supervisor and the claim was not reopen. LIES and INCOMPETENCY are all I have been given.

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