Consumer complaint received 2023-09-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit 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 got a Wellsfargo credit card which I have not used since XXXX because credit card offered by some other banks are more competitive. Credit limit is {$3000.00}. I have been keeping this card and thought the credit would help with my credit report. This card has been turned off for years to prevent unauthorized usage or identity theft. 

On XX/XX/XXXX, I received an automated email that says my card has been turned on, as requested by me via phone on XX/XX/XXXX ( It was not done by me ). As soon as I saw the email I logged on to my account, turned it back off. In turn, I checked my transaction history, and I found a unauthorized charge, the amount is {$330.00}. 

I contacted Wellsfargo to report the unauthorized charge. We thought my account XXXX have been compromised. Wellsfargo suggested to issue me a new card and closing my account. And they will take care of the unauthorized charge. 

When I logged back in to my account to check whether the unauthorized charge has been removed, I noticed that there is a adjustment that credited back the {$330.00} on XX/XX/XXXX, but again {$330.00} unauthorized charge is put back to my account, all XXXX transactions happened on the same day XX/XX/XXXX and charge of {$330.00} becomes permanent on my account. Also I noticed there is a in-context messaging on my account portal that says I can still use my old card until my new card is activated. I was very confused about that because I thought my account has been compromised and the old card number should be closed right away. 

About 2-3 weeks later I received a letter from Wellsfargo that says they need additional information and have me to call them. I called them and they asked a few question such as whether anyone else is authorized to use my card, I responded no. 

And few business days later, I received a letter that says my claim has been denied and i am liable for the charge. I called Wellsfargo again, they had me to submit police reports and other supporting documents. I provided them the information. I also went to the merchant who appears as the {$330.00} on my credit card statement ( XXXX # XXXX XXXX XXXX XXXX CA XXXX, provided the transaction date, amount, and credit card number, but they couldn't find any transaction associated to the information I provided. 

I waited for another week or so, they sent me another letter that says my claim is again denied. 

I contacted Wellsfargo executive office, they requested the fraud claim department to reopen the case. They told me it could take u to 15-20 business days to finalize the case. I asked if they can expedite the process since my credit card due date is approaching but they can't. Eventually I had to paid {$330.00} out of pocket ( The auto payment kicked in ). The case is still pending as of now. It has been almost 2 months now and there is no resolution. I have spent hours on phone with them, spent hours on assisting them with the case. It has been a very frustrating experience. 

There are many online resources and posts about how Wellsfargo handle credit card fraud case. This is one of them : XXXX XXXX XXXX

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 monetary relief