Consumer complaint received 2022-03-02
Company: WELLS FARGO & COMPANY
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
I bank with Wells Fargo and on XX/XX/XXXX I tried to use my card at it was denied. I called Wells Fargo to check to see what happened and it was discovered that my card had been used to make several transactions that weren't made by me and we reviewed and identified all of them. It amounted to approximately {$2200.00}. They were very understanding and reversed all of the charges. Time passed and I never heard from the bank then on XX/XX/XXXX I noticed that some of the charges were put back on my account and my balance went up. I called and I was told that at the time I reported the original claim, Wells Fargo customer rep had not processed correctly that it was not forwarded to the Fraud department which is the department that investigates this. At this time as asked what is the process and what is going to happen because I did not make those charges. They asked me if I had lost my credit card and I told them that I had not. So they said they would investigate and will get back to me. I never heard from them until I received a card in XXXX stating that my claim had been denied and that since I did not say I had lost my card that they were denying my claim. I asked why no one ever called me and they said that they didn't need to it was already determined that somehow I made those charges. At that point I asked for the evidence that I had made those charges. There were charges of like {$1.00}. and some of like over {$400.00}. I told them to take my credit history with the bank into consideration. I have been with Wells Fargo since XXXX. Clearly they can see that I mostly use this card as an overdraft protection. Why all of a sudden would I use a credit card all in a matter of days directly with the card and for charges that make no sense. Like I mentioned {$1.00} at a liquor store. I told them this was someone that was testing to see if they could get away with it. I asked for them to open another claim and this time would they please call me and ask for my input or give me updates as to what is happening but honestly Wells Fargo never did. I escalated this to the Executive Department but again never got it resolved. Wells Fargo never bothered to call me to get any input or to give me updates. I even offered if I should do a police report and it wasn't until the XXXX time that I kept requesting claims that they said " sure you do a police report if you want, but it really won't help your case. '' I went ahead and did a police report, I went to the police station and due to covid I had to do it online which I did. All Wells Fargo kept telling me that unless I said I lost the card that they would not reverse the charges. I never lost the card and I was not going to make up a lie and file a police report with a lie. I really thought that Wells Fargo would figure out what happened but it just never happened. I have been struggling but still making my payment and I am so upset because I had worked so hard to get my credit score up and this just totally is messing me up and costing me a lot of money in fees and all of this because Wells Fargo is not doing their job. report work full time it is very stressful and I tried to get keep fighting but I need someone to be on my side. Wells Fargo is just not responding or protecting me as a consumer. I hope you can look into this and get it resolved. I just need those charges and fees reversed. I am a responsible adult and I pay all of my bill and handle my responsibilities and I will also fight for my rights.

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