Consumer complaint received 2021-07-12
Company: WELLS FARGO & COMPANY
State: MT
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On approximately XX/XX/XXXX I contacted Well Fargo via phone to report a fraudulent transaction found on my card while completing taxes. The charge was made on XX/XX/XXXX in the amount of {$1200.00} for a personal laptap which was picked up by a XXXX XXXX in XXXX, GA. The transaction was made online via XXXX to purchase from XXXX XXXX. I was in XXXXXXXX XXXX MT under a stay at home order due to COVID19 at the time of the purchase and was recovering from a prolonged illness earlier in XXXX. I completed an initial setup call and was told I would be contacted within 24-48 hours for additional information. 
I received a letter dated XX/XX/XXXX indicating they found the charge to be authorized and closed the file. I called as soon as I received the letter and requested to know the reasoning. The agent was not able to provide additional information, however she did open a reconsideration and I requested a copy of the documents used to make the determination. I was again told I would be contacted within 24-48 hours. 
I opened an fraud police report with XXXX XXXX XXXX 's office deputy XXXX XXXX around XX/XX/XXXX and was given case number XXXX. 
I contacted Wells Fargo via phone to ask how to submit substantiating documentation for my reconsideration. I was told I would be contacted if additional information was needed. I told the agent I was not asking if they needed anything, rather I had documentation I insisted on presenting. After much difficulty, I was told I could only fax documents for fraud claims. When I explained I do not have a fax, the agent suggested a local branch bank would fax the documents for me. 
XXXX XX/XX/XXXX the local branch manager faxed 3 pages of documents, including the online receipt showing another person 's name, the police report number, and the proof it was purchased online via XXXX which was linked to my credit card. 
I received another letter date XX/XX/XXXX stating the claim was denied. I again called as soon as it was received from Wells Fargo and asked for reasoning as well as to ask to speak with the person investigating the fraud in order to establish how to substantiate my claim. I was eventually told that they would open another reconsideration and " she '' would either call or email me as the agent personally emailed " her '' to contact me. I received no contact and the next day called again. I was told a complaint had been opened with the executive office and that I would have a case manager assigned to me for full resoluation. I was asked to be patient while the file was setup. 
On XX/XX/XXXX, I received an email confirming receipt of my complaint and that I would be contacted within 10 business days. 
In a letter dated XX/XX/XXXX, I received a letter including the documents used to investigate my claim, it was on page indicating the agent called the retailer and they verified my details such as name and address ( which were incorrect in XXXX at the time of purchase as I do not use the service regularly ). 
XX/XX/XXXX, I called the executive office to check in with my case manager. I explained the circumstances and was told she would begin investigating shortly. 
On XX/XX/XXXX, I received a message confirming assignment of my complaint and that it would be resolved by XX/XX/XXXX. 
On XX/XX/XXXX, I received an email extending my resolution date to XX/XX/XXXX regarding my complaint. 
On XX/XX/XXXX, I received a letter dated XX/XX/XXXX stating my reconsideration had been denied. 
On XX/XX/XXXX, I contacted my case manager and after much discussion was told that my fax had never been received and I would have to open another reconsideration and resubmit documents either via fax or physical mail as email is not an option and she could not send them for me or reopen a reconsideration. I was told it is my responsibility to ensure documents are received, but did not have an advice as to how exactly I am supposed to do that since I am not given the contact details of the person reviewing my claim, or the department at all. Nor did she consider that it was a Wells Fargo employee that faxed the documents and at this point the document contents should be considered conferred to the claims and fraud department. She also could not explain why I was never contacted to provide substantiating documents except to say that COVID changed protocols. I expressed that I believe their process for claims equates to bad faith as it denies claims due to lack of substantiationg but then puts roadblocks in the way of substantiating and she said she agrees. After I told her that made them liable to me for failure to uphold their fiduciary duty to me, she backpedaled and said she only personally agrees and is still investigating. As an employee of Wells Fargo faxed the information to the fraud department and verbally affirmed to me that it was received, I believe Wells Fargo has failed in their duty to fairly and thoroughly investigate this fraud claim or has willfully chosen to ignore the facts and their actions are tantamount to illegal bad faith.

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