Consumer complaint received 2021-10-01
Company: WELLS FARGO & COMPANY
State: VA
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:
On XX/XX/XXXX I received a call from XXXX, the fraud claims number for Wells Fargo. The individual on the other line claimed there was fraudulent activity on my card, proceeded to read me my entire card number, tell me my birthday, home address and other personal information that should only be known by Wells Fargo. These individuals had all of this information in their possession, and asked me personal information to close the card, including sending me a text message from the Wells Fargo direct text line XXXX, which Wells Fargo advises customers to save in their contacts as " Wells '' to know that it is legitimate. The callers continued asking me for information, including my social security number at which point I became suspicious and hung up the phone and immediately called the Wells Fargo number on the back of my credit card. This representative asked me several identifying questions similar to the previous caller, for which I did provide being that I was the one to call them and felt comfortable sharing this information. I reported the details to the representative and was assured this was fraudulent, the call had not come from them, and the charges would be promptly removed from my account as they were quite clearly fraudulent. Wells Fargo is denying my claim for fraud, even though this was an unauthorized use of my credit card and refuse to help me resolved this by means of a 'chargeback ' or any other means to the merchant. The sum of money totals to {$14000.00}. After denying the claim, I called Wells Fargo back and shared my disgust and frustration with the situation, and requested an investigation internally to prove that this activity was fraudulent. They also told me that this investigation would prompt dispute of the claim for reconsideration. I called back on XX/XX/XXXX to check on the status of my resolution and spoke with XXXX XXXX who reported that the dispute had not been submitted for reconsideration like I was made to understand and had I not called, the situation would remain stagnant and unresolved. I was transferred to the fraud department where I spoke with XXXX who made it clear to me that this was not opened for reconsideration and would be denied again unless I provided a police report or other supporting documentation. I could not come to an understanding with them as to why this was denied, so I was transferred over to the dispute department to try to get this resolved and after confirming my identity to them, was put on hold for thirty ( 30 ) minutes before being disconnected without speaking to someone about this situation. This is complete negligence and refusal to acknowledge or work with a customer on Wells Fargo 's behalf, a clear misrepresentation of their claims to provide zero liability for fraud, and clear evidence that Wells Fargo, a company recently indicted and found guilty for their own internal fraudulent behaviors, quite clearly has no focus on redressing customer relations, especially those customers that remained with them while being affected by their own misconduct. This transaction was quite clearly fraudulent, as after doing research on the merchant myself, found that the charges are for a hotel in the XXXX, somewhere I have never travelled to or have any association with.

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