Consumer complaint received 2023-08-31
Company: WELLS FARGO & COMPANY
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On Friday, XXXX XXXX XXXX  -- the beginning of the XXXX XXXX weekend -- my Wells Fargo credit card was used to make 3 fraudulent purchases : {$21.00} at XXXX ( a transportation company ), {$1200.00} at XXXX XXXX and {$910.00} at a XXXX XXXX XXXX in XXXX. I was notified via text of these charges which began at XXXXXXXX XXXX and at XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX. Unfortunately, I was already asleep when the text notifications came through. Wells Fargo did decline the {$910.00} charge that evening. When I awoke at XXXXXXXX XXXX the morning of XX/XX/XXXX, I called Wells Fargo immediately and reported that my card had been stolen and closed the account and was reissued a new account number. The customer service person I spoke to was very helpful and told me they would remove the charges. A couple of days later -- after the holiday weekend was over -- I noticed that XXXX XXXX charge had reappeared on my account : {$1200.00}. When I called customer service I was told that the fraud department had determined that the airline ticket was purchased in my name so I was responsible for the charge. I told them I most certainly did not purchase the ticket and that the fraudulent charges were all made at the same time. They told me to resolve it with XXXX XXXX. I attempted to dispute the charge again online with Wells Fargo where I discovered the ticket number and learned that the ticket was in fact in my name and that the ticket that was purchased on Friday night, XX/XX/XXXX was for a flight out of XXXX XXXX on Monday, XX/XX/XXXX which was AFTER I had reported the card as stolen to Wells Fargo. I contacted XXXX XXXX about the fraudulent ticket and they told me to file a police report and give that to Wells Fargo. I filed the police on XX/XX/2023 detailing what I described above. I walked into one of my local Wells Fargo branches on XX/XX/XXXX and had the branch manager fax the police report to Wells Fargo 's fraud department. After receiving a claim denial from Wells Fargo dated XX/XX/XXXX, I followed up again with the Wells Fargo fraud department. The gentleman I spoke to told me that there was no police report attached to my claim. Since they would not accept an email from me with the police report, I provided the case number and contact information from the report to the representative who assured me he would look into it. I heard nothing for several weeks and I called the fraud department again. I was again was told no police report was attached to my dispute and that the claim was closed. I asked to reopen and once again provided the police contact information and case number. After once again leaning my claim was denied, I sent a letter to Wells Fargo 's corporate offices dated XX/XX/2023 filing a complaint about their fraud department 's handling of my claim. XXXX from their corporate office left me a me message on XX/XX/XXXX and when I returned the XXXX 's on XX/XX/XXXX, he told me that the fraud claim had been handled appropriately and was claim was being denied again and that I should talk to XXXX XXXX if I had a problem. He was rude and dismissive of my concerns. I received a letter from Wells Fargo dated XX/XX/XXXX which again denied the claim. I reached out to my XXXX, my company 's identity protection service, on XX/XX/XXXX. The person I spoke to opened a case for me and directed me to the CFPB. Since Wells Fargo was notified by me only 9 hours after the fraudulent charge was made -- and BEFORE the flight happened -- I would like my money credited back to my account. In the meantime, I am working moving all my accounts to a new bank as this has been the worst customer service experience I have ever had.

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