Consumer complaint received 2018-12-22
Company: WELLS FARGO & COMPANY
State: WA
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:
It all started late XX/XX/XXXX when I finally discovered that there were fraudulent credit card purchases made under my name. I was scared because the person that did it was my sister. I then told the Wells Fargo bank that I lost the card but in reality I wanted to get the credit card out of my sister 's possesion. A week after, I finally took the courage to go to my local police station to file a police report against my sister. Next, I went to my local Wells Fargo bank and reported credit card fraud against my sister, who happens to be a manager at Wells Fargo. I found out that this account was opened XX/XX/XXXX. That was a week after my 18th birthday and I was 21 when I found out about this fraudulent account.  The Wells Fargo bank then made their investigations. Months had gone by and I didn't receive an email neither a call regarding my fraud claim. I called the fraud team of Wells Fargo and they gave me the disappointing news that my fraud claim had been denied. They denied it because they said there was money being transferred from a saving account that I had no idea was under my name to this fraudulent credit card account. Once I found out about the savings account I decided to report that as well so the bank could see that I had no idea about that money being transferred neither this credit card. I got them to investigate again, but this time giving them evidence such as police reports, text messages between my sister and I, a letter proving of the places I lived, contact info of other victims, and bank statements. I did this so they could really see that I never opened that account and my sister was guilty. I also wrote them a letter to provide additional information. They called me to get further information. The fraud team of Wells Fargo wanted me to scan my personal information like social security. This made me think that they were getting the idea that it was a fraud. I called them to check the status of this fraud claim and they denied it again. Their next excuse was that there was no new information provided so they considered that I was the person who authorized those charges. That excuse really frustrated me and didn't make sense. I was feeling like they were protecting my sister because she is a team member of theirs. I also felt like they didn't want to own up to the fact that it was fraud because it could make their company look bad and mess up their reputation.

XX/XX/XXXX I sent a letter to the Credit Union explaining my situation of identity theft. They sent me a confirmation letter of certain items removed but they didn't remove the Wells Fargo account that is really affecting my credit. I am still getting notifications about late payments of charges that I am not responsible for. Around {$900.00} is owed for that Wells Fargo credit card.

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