Consumer complaint received 2024-01-17
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I recently received a new card and noticed a new account has been set up. However, I have seen that you are still adding a balance of XXXX to the new client 's account from the account that has been involved in fraud. I want to clarify that this entire balance does not belong to me, and I have disputed this multiple times. I would like you to resolve this issue immediately. 

Thank you, XXXX XXXX Sent from my XXXX On XX/XX/2023, at XXXX XXXX XXXXXXXX XXXX XXXX wrote : I can not believe I had to request a new card, and you had the one that has been compromised open and still accessible. This is an instance. This still needs to be resolved, the balance removed, and a new card account number issued. 


I XXXX XXXX XXXX XXXX   sent the email below a week ago, thinking my account was handled as it was then. I then got a message the case was closed, but I was responsible for a balance transfer, and they added that back to my account. This is not our balance transfer ; again, fraud was on this account left and right, and you keep closing it, opening it, and allowing fraud. None of the charges, including balance transfer, are my responsibility. This was already over, and you cleared it, but now you have added it back. I have your letter stating this is not my responsibility and would be corrected with all the credit bureaus, but that still needs to be done. The balance transfer needs to be removed. This is not mine and does not belong to me. You had it removed and now added it back. I have sent the hospital stay and permanent XXXX  documents under my care, and I was incapacitated during that time. I had no way for this to occur, which was not ours. You issued the proper credits but recently added the balance transfer, which needs to be removed. We received what we now understand was a fraudulent text message claiming to be Wells Fargo and that the account was hacked or used at that time. It has been past the allowable time to resolve this issue, and I was told it was decided numerous months ago, but it has not been. I was told a new account and card would be issued. 

Please confirm this has been done. I have been in the hospital and will be until the next month. I would like to know if this is handled and resolved before then. 

The violations are still occurring, and I'm receiving collections, letters, and emails for balances that are separate and continue messages. If unresolved, I have reported the violation to CFPB and will report it to the XXXX XXXX  This has gone on long enough now and needs to be handled better. I have been a loyal and longtime customer, which has been a challenging and stressful situation that I feel has been mishandled. 

Sincerely, XXXX XXXX From : XXXX XXXX Sent : XXXX XXXXXX/XX/2023 XXXX XXXX  To : XXXX XXXX Subject : We received your concerns XXXX Wells Fargo Case number : XXXX Account number ending in : XXXX Dear XXXX XXXX XXXX XXXX you for sharing your concerns with us. We know this needs our attention, and were looking into it for you. 



Whats next XXXX respond within XXXX business days from the date you contacted us. If we need more time to research and respond to you, well let you know. 



Were here to help We appreciate the time and effort you took to contact us. If you have questions, please contact us at XXXX. Were ready to help you Monday through Friday from XXXX XXXX XXXX XXXX XXXX  XXXX XXXX. We accept telecommunications relay service calls. 

Sincerely, XXXX XXXX XXXX XXXX For security reasons, please do not respond to this email with any personal or account information. 

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply email and delete this message. Thank you for your cooperation. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

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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