Consumer complaint received 2019-10-17
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card or prepaid 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:
First, let me begin by stating that my husband and I have no credit cards since we recently got out of debt. So, I find it odd that all of a sudden, two credit card accounts were opened in my name. Also, the online transfer of {$2500.00} from our savings to checking accout wasn't noticed quickly since the next day, an amount very similar, {$2400.00}, was debited from our checking account to pay a company in XXXX. 

I feel my identity has been " stolen '' because in XXXX, I went to change my last name on my social securtiy card. They apparently mailed me a new card, but I have yet to receive it. I feel that my card with my social security number was taken or it got into the wrong hands. How else has someone found out enough of our information to do the following : XX/XX/19 : My identity was used to open a credit card account with XXXX XXXX Visa for an XXXX Product in the amount of {$1500.00}. The XXXX  statements shows 2 months of late payments but this is still in dispute. I have paid NOTHIHG to this account since I did not open it. As of XX/XX/19, this is in dispute. 

XX/XX/19 : Online transfer from my Wells Fargo savings account to my checking account in the amount of {$2500.00}. 
XX/XX/19 : My debit card was was charged {$2400.00} on my temporary card I had been given by Wells Fargo due to a previous frauduent charge on my former debit card. This charge of {$2400.00} was made to a company called XXXX in XXXX, XXXX. I live in XXXX, TX, USA. 
XX/XX/19 : Wells Fargo applied an online transfer credit reversal and temporarily credited my account {$2500.00} until they further investigated the charges. 
XX/XX/19 : Wells Fargo sent a letter which stated after research of my inquiry, they found the charges were made my me or someone who had my permission. They discussed this issue with parkbench.com and came to a conclusion without even speaking with me further. As a result, {$2400.00} was decucted on XX/XX/19. 
XX/XX/19 : I visit a WF Branch store and spoke to XXXX XXXX, who has been incredibly helpful, and she spoke with XXXX who refuses to refund my money. Then she called a WF representative in the Claims Assistance Center, and asked for WF to send all the proof on which they made their decision on. I was supposed to get it within 10 days, which would be on XX/XX/19. I have yet to receive this information, and it's XX/XX/19!!! 
XX/XX/19 : THEN, a HUGE MISTAKE made by Wells Fargo, for some reason the withdrew another {$2400.00} from our checking account! 
XX/XX/19 : I personally re-visited a Wells Fargo branch store, and spoke again to their employee, XXXX XXXX, and I showed her my bank account proving they withdrew an extra {$2400.00}, and once again disputed BOTH withdrawals. A few days later, they did credity my account with the extra {$2400.00} they had taken. I believe they owe us as well for the overdraft fees which we incurred because of their mistake. I also told her I hadn't received the proof that WF Claims Assistance said they'd mail in 10 days. 

XX/XX/19 : Another instance of my identity used to open a XXXX XXXX XXXX credit card account in the amount of about {$75.00}. The statement on XXXX  shows it's been paid, but I haven't paid anything for this since I did not open this account. It's in dispute as of XX/XX/19. 

I have filed a police report with the XXXX Police Department and I have put a fraud alert on my credit through XXXX, XXXX, and XXXX. I have closed both our former checking and savings accounts and opened new accounts. I have also ordered new checks with new accout numbers on them. 

I would appreciate any help I can get on this matter. I also showed two open accounts on my XXXX report to show that we have always paid on time. I didn't even know that I hadn't closed these 2 accouts ... XXXX XXXX XXXX and XXXX XXXX. 

Thank you.

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