Consumer complaint received 2023-05-25
Company: WELLS FARGO & COMPANY
State: AZ
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:
XX/XX/XXXX On Tuesday, XX/XX/XXXX, at approximately XXXX, I received a call from a " Wells Fargo '' number ( XXXX ) informing me that my checking account had been compromised and to verify certain transactions. I went over 4 or 5 different transactions in which I authenticated 2 and then identified the others as illegitimate. Upon realizing that my checking account was vulnerable I asked the " representative '' when I was going to be able to have access to funds within my account. The " representative '' then suggested that I transfer money from my credit card into my checking account in order to have access to immediate funds. Additionally, they assured me that the compromised account had already been flagged and would not be susceptible to any further fraudulent withdrawals. I then requested the ordering of new cards and a new setup for accounts whereby I was told by the " representative '' that I would need to be transferred to another line. They offered me the chance to hold the phone line in a queue for up to 45-60 minutes or asked if I would rather receive a call back from the department that could handle the requisition of new cards. Being at work, I asked to get a call back. 
At approximately XXXX, I decided to call the same Wells Fargo number back and check in on what had happened. I dialed the exact line ( XXXX ) that had initially reached out to me and got ahold of someone who was able to change my account number from the compromised account to a new account. I then explained the situation I had just experienced to the representative, and they told me to call the Wells Fargo Fraud Department. 

However, this would be the final time I would attempt to contact Wells Fargo on XX/XX/XXXX on account of phone trouble I was experiencing due to a recent change of service providers. 

XX/XX/XXXX On Wednesday, XX/XX/XXXX, I reached out to a Wells Fargo customer service line ( XXXX ) around XXXX to try and get a better handle on the situation. I had filled my mother in on the situation and requested that she be present on phone calls to Wells Fargo because she has had recent experience navigating similar circumstances and I believed she could provide consultation. Together we proceeded to speak with a member of the Fraud Department who suggested opening a claim regarding the fraud that took place on my credit card account. However, we also spoke with someone from a separate department who suggested that I run a security check on my phone through my service provider, XXXX, before opening a claim. Because I had previously held passwords within the Notes section of my phone, they thought that it was possible that my phone was hacked in order to gain access to my online banking. So, it was recommended that I run a security check first. The next action Wells Fargo took was to close access to my online banking entirely until I ran the security check the following day. Consequently, the Wells Fargo representative gave me a number of ( XXXX ) where they said I could restore access to my account. 

At this point, my mother and I had been on the phone for nearly 2 hours and decided to call back tomorrow. 

XX/XX/XXXX On Thursday, XX/XX/XXXX, my mother and I called Wells Fargo ( XXXX ) at XXXX to restore my account after running a successful security check on my phone through XXXX XXXX We then reactivated my online banking and proceeded to set up a claim with the Fraud Department regarding my hacked credit card. We were told that an investigation would be launched and that it would take anywhere from 2-10 business days to resolve. Likewise, we were informed that any suspicious activity detected on my credit card would result in further action being taken to resolve disputes in my checking account. 

Finally, my credit card account ending in XXXX was closed and a new one was opened. 
Additionally, I ordered a new physical credit card. 

XX/XX/XXXX On Monday, XX/XX/XXXX, I received a call from a Wells Fargo representative ( XXXX ) at XXXX asking me for further details about my claim. He told me that some of the notes that were taken on my case were a little inconsistent and asked me for clarification on the details of what initially happened to me. After providing those details, the representative concluded that I was most likely hacked and that they would continue investigating the case. 

XX/XX/XXXX I received a letter from Wells Fargo informing me that I acted negligently and therefore was not eligible for a refund on my accounts. 

XX/XX/XXXX XXXX Went to Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX. Met with banker in-person to explain situation. He had opened a new Claim ( # XXXX ) and instructed me to call XXXX. This phone call was with a member of the resolutions department. He stated that we should make a report to FBI as well as CFPB.

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