Consumer complaint received 2023-08-31
Company: WELLS FARGO & COMPANY
State: FL
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 have been a customer of Wells Fargo since XXXX when it was XXXX XXXX XXXX, 25 years. I have 3 accounts, a savings, checking and credit card. The credit card is not used very much. I used to have my XXXX bill taken out each month previously and I never made large purchases on this card. I have many credit cards and it was no the go-to card for me. 
On approximately XX/XX/XXXX, I discovered an unauthorized charge on it for {$1800.00} made at a restaurant the day before called XXXX XXXX in XXXX, NJ. First of all, I still had the card in my wallet and no one else was authorized or had access to my card besides the fact that I live in Florida and never frequent New Jersey. I contacted Wells Fargo immediately who then closed my card and sent me a new one. I thought that was the end of it. 
On approximately XX/XX/XXXX, I noticed the same charge was put on my new charge account. I contacted Wells Fargo again and they told me that they concluded that it was a valid charge since I had possession of the card. Never in the history of this credit card have I ever made a charge for anywhere near that amount of money, nor purchased anything in Jersey. How Wells Fargo even approved such a charge does not make sense for such a large purchase that is not similar to my history. 
They re-opened the claim and told me they would expedite it. They told me I could investigate this situation it if I would like to and I should file a police report. Truthfully, I dont think that was my responsibility to do this since the bank that I have dealt with for 25 years should have my back. I decided to file a police report with XXXX XXXX XXXX XXXX on XX/XX/XXXX ( CASE No. XXXX ). They told me that they were taking this report as a courtesy since I am a XXXX XXXX XXXX resident, but they will not investigate even though I am the victim in Florida, but the crime was committed in New Jersey. I was told to contact XXXX by XXXX XXXX. 
I contacted XXXX Police Department ( Lieutenant XXXX ) minutes later, who told me that they would not take a report over the phone and that I needed to go to New Jersey. 
I also took it upon myself ( since Wells Fargo obviously never initially investigated ) to call the restaurant to get as much information as I could for example surveillance, receipts etc. I tried calling on XX/XX/XXXX, and XXXX which was Friday through Sunday and there was no answer during working hours ever and this is a restaurant open these times according to XXXX. 
I have spoken to Wells Fargo many times to update them on information. Initially the report on XX/XX/XXXX was taken and the Case No. is XXXX. I also called twice to talk to the executive offices who told me that someone would contact me within 48 hours on both cases I created, and no one has to date. The other Case No. is XXXX. 
Since then, I have called each day to find out status and/or update them. I did all the leg work and someone there dropped the ball. I also spoke with the following on the dates below : XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX I decided today that I was going to a least close out my savings account since I do not feel comfortable with Wells Fargo taking care of my money. I am petrified that they will do something like this again and make feel like the criminal as they did, the person who has been their customer for 25 years. I made an appointment with XXXX the bank manager who told me he would try to take care of this for me. Today I was there to close out the account and really did not make any progress compared to what I have done so far, despite him calling from the branch.

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