Consumer complaint received 2024-03-02 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: WI

Complaint narrative:
On XX/XX/XXXX XXXX XXXX XXXX reached out to me to offer their XXXX  surgery service. 
At first the merchant did not tell me that they are in Florida. I do not live in Florida, I live in Wisconsin. I spoke to the merchant asking if I can see any paperwork or any agreement but they forced me to pay them a deposit first for {$100.00} in order for me to receive that paperwork. 
I finally decided to pay them {$100.00} then afterwards I received the paperwork from them. They asked for my driver license and all of my information included my bank information, in this case I think it is debit/credit card information. 
After they processed the transaction, I then received the paperwork and read the cancellation policy. Reading that policy I decided to not to be part of it. Immediately I asked for a refund but at that time the merchant refused to reimburse my payment. Initially sign or not sign the agreement they will not give me the money back. 

Worst case scenario they forged my signature because they have my driver license and able to see my signature attached to it. 

I also not aware they did that and not aware that they will charge my bank on a few days later. 

So they scheduled me to have the procedure for XX/XX/XXXX because I paid that {$100.00} even without any agreement made. 

On XX/XX/XXXX I contacted them to change my appointment schedule to XX/XX/XXXX and they refuse to change unless I pay them more money. See my response says that if they refuse to refund the money then Ill contact my bank for a refund. 

Since there is no response from them to decide whether they will honor the refund or not then I immediately contacted them and request to return all of my money. They took the call but never gave me any response or answer or anything for a proof of cancellation. 

Then on XX/XX/XXXX - XX/XX/XXXX they charged me another fee for {$150.00} without my consent out of my Wells Fargo bank that they have my information with. This transaction was supposed to pay the procedure. 

On XX/XX/XXXX Ive made a claim with my Wells Fargo bank. After a month providing all the evidence and explain them the whole story it appears that Wells Fargo did not consider that forging a signature as a fraud so therefore they cant categorize the transaction as a fraud. Which is XXXX and ridiculous. 

I also contacted the merchant at the same time and asked for a refund. And the merchant is still not responding my email. Also I called them and recording the conversation at the same time. During the conversation they admitted that they will not give the proof of cancellation to me at all whatsoever. Initially they choose not to be cooperative at all. 

In this case Ive had so many problems dealing with Wells Fargo. Ive had so many claims with them because of unauthorized transactions. 
They are not so much cooperative and helpful unlike the other bank. 

They even lied to me that the decision is up to XXXX not them. I called XXXX and explain my situation and XXXX rep said that they got nothing to do to decide it is all coming back to the bank to decide the dispute will fall for whose favor. 

See the procedure cancellation policy.

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