Consumer complaint received 2018-03-29
Company: WELLS FARGO & COMPANY
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
Hello, My credit card ending in XXXX from Wells Fargo was stolen and used without my permission on XX/XX/2018. My card has a chip which majority of cards has it now. So therefore the card was in my possession on time of the fraud. I noticed the use of my card and I called right away and canceled the card and received a new ( transactions were reversed ). 
XX/XX/XXXX I received a letter from WF stating that the card was present and therefore concluded I authorize the transaction of a total of {$990.00}. 
XX/XX/XXXX, I sent a complaint through CFPB that was referred to me by the police department of XXXX XXXX, CA ( I also filed a police report ). 
XX/XX/XXXX, I faxed 15 pages of documents to the Claims Department including police report, Federal Trade Commission ( XXXX report ), XXXX fraud alert report, CFPB complaint report, OCC office of comptroller of the currency, a dispute letter, emails to numerous WF executives. 
XX/XX/XXXX, I received a response through CFPB from WF stating " your claim was reopened for reconsideration on XX/XX/2018. Please note, most cases take from 30 to 45 days. '' I also received a letter with this information within the same week. 
XX/XX/XXXX, I received a letter from WF with the date from XX/XX/XXXX stating that they concluded that there is no new information and the case has been closed and therefore I have to make the payments. 

First I did everything I could have done and everything WF has asked me to do. For the second time WF have not given me 30 to 45 business days to look into this case. From the look of these days roughly three working days it took on their end. I have called WF yesterday at least 6 times to talk to a supervisor and it was not transferred. 
I was treated very poorly and abused by customer service numerous of times accusing me of fraud. They stated such facts that is impossible to steal a chip credit card while still in my possession and therefore it is on me to come up with footage of these non existent stores ( these conversations are recorded and are noted on my account ) I make sure every customer service read up on these notes. Others say that the police should have looked in to theses stores, the police first told me that these transaction numbers do not correlate to actual stores and that their job is only to make the report ( I called them again about this ). 
From my internet research it has been proven that chips can be stolen, I seen on TV, I have talked to numerous civilians about this matter ( even the police ). I have been with WF since day one, 14 years ago. Then I think to myself as I write this before the sun is up XXXX, where does the loyalty, respect and protection do I have from my bank - WF? 

I am XXXX weeks XXXX and very emotional with tears at times over this case. I am not looking for sympathy but I am looking for justice from a consumer stand point. I am left with no light to walk on, I am asking WF one more time to look at these transactions as half of your staff is on my side and sympathize with me stating " these transactions does not make sense ''. I feel that I was not given the appropriate time stated for this investigation. 

I would like for customer service claim department supervisor to call me and solve this matter. I would like to also speak with the executive department. I would like this case to be looked at and investigated properly not only for my case but for all cases that has been treated this way. I want to continue my relationship with WF but as of right now I am NOT even using the card anymore as I am scared to go through a process so poorly handled by the company. 

Sincerely, XXXX 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