Consumer complaint received 2023-07-22
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
I received a XXXX Credit Card in the mail from Wells Fargo on XX/XX/2023. I immediately called Wells Fargo to ask for an investigation into the fraud and close the account. They told me they would investigate and I would hear back in XXXX days. On XX/XX/XXXX, I received a letter stating that their investigation found that there was no fraud, how they came to this conclusion was not stated only that they conducted a reasonable investigation. I called Wells Fargo immediately upon receipt of the letter and spoke with 4-6 different representatives, eventually finding out that the email address on the application was not mine, the phone number used for the application was not mine as well, and that they did not close the account on XX/XX/XXXX when I had called about the fraudulent card. Instead of closing the account, it was activated and used, leaving a balance of {$5200.00}. None of the representatives could give me an explanation for the fraudulent charges or help me with the problem. The last representative said she would reopen the case and that I would receive a call from her supervisor in 48 hours, I never received a call. 

On XX/XX/XXXX, I received a letter stating that the account was opened on XX/XX/XXXX via electronic application with my SSN, Birth Date, Address, and Email Address. The application did not include a phone number but I was told by a representative that the phone number given was XXXX ( which is one digit off from my number ). The letter also states that I am financially liable for the {$5200.00} because the claim was denied. I reported the identity theft to the police on XX/XX/XXXX and immediately mailed the report, copy of my credit report, identification, and a copy of CFPBs Notice to Furnishers of Information to Wells Fargo. 

On XX/XX/XXXX, I received another copy of the application and information on the transactions. The XXXX card was used in XXXX XXXXXXXX XXXX transactions on XX/XX/2023. Each transaction was for {$2600.00} and was paid towards rent at a XXXX property. Wells Fargo states again that they conducted a reasonable investigation and the evidence showed that I received and activated the credit card. Upon further research, I found that XXXX properties have different properties across the United States and they take the XXXXXXXX XXXX credit card. After investigating on my own I have found that the card was used to pay rent at a XXXX property in XXXX, TX. The address is XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX. 

On XX/XX/XXXX, I was notified by an executive that the fraud department concluded their investigation for the second time and still found that there was not fraud but it was me who opened the credit card account. That same day I sent copies of my passport, social security number, bank statement, past addresses, emails from XXXX Police and XXXX XXXX XXXX XXXX XXXX, and police reports via certified mail. 

I called again on XX/XX/XXXX to ensure that the case was reopened and no one at the fraud department could give me any more information. I was told that it would take another 45 days to " investigate ''.

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 non-monetary relief