Consumer complaint received 2023-08-02
Company: WELLS FARGO & COMPANY
State: NH
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:
Got a call XX/XX/XXXX thought it was fraud so I hung up. On XX/XX/XXXX got 2 letters in mail about 2 balance transfer requests approx {$3000.00} each. XX/XX/XXXX my daughter and I Called Wells Fargo customer service number on back of card and XXXX immediately said their is a fraud hold and I would need to go to a Wells Fargo branch with my Id. I am elderly and do not drive far my daughter is willing to help but They could not tell me closest branch and transferred me to fraud dept to XXXX and said same thing and then transferred me to XXXX XXXX and told me if it was her mom she would travel to end of earth for her which was unnecessary because my daughter was helping me but XXXX could not help us report these unauthorized charges and would need to call Monday. My daughter and I called Monday and got the same run around and I had to ask for manager and still they wanted me to go to a branch asked where closest one was they couldnt tell me again I would have to look it up. They eventually transferred me to XXXX in ATO department again where they told me an order for me to file a claim they would have to replace my card and send me a new one. I was not interested in a new card until this fraud was taken care of. But they would not file the claim so I said go ahead, but do not turn that card on until this is taken care of, so they gave me a special password to activate it. I was eventually able to file the claim, but they wouldnt give me any information except that it was a electronic balance transfer. I understand that to be another credit card that someone was trying to pay off. How can they do a balance transfer from a credit card that wasnt in the same name, this charge was definitely fraud and I should not be held liable. I was very dissatisfied with Wells Fargos customer service and them not being able to tell me where a local branch was. I had to go online myself and look it up. Come to find out theyre only in California I didnt go to a branch to get this card or account. It was all through the mail, so I was not sure why I had to go to a branch to straighten this out and then when they realize there was no local branches, they told me to go to any bank which didnt make sense to me because my daughter works at a bank and said that this is unheard of and why would she service a Wells Fargo customer? what would she do with that, it was a very stressful process to file a fraud claim with Wells Fargo and I should not have been told my balance was still over {$7000.00} dollars which included the fraud charges that I was reporting. I sure hope that Wells Fargo takes care of this. I should be getting a letter in 7 to 10 days but I really want to close this account out because I am not confident in their customer service and how It was handled and Wells Fargo customer service uncertainty. However, if I decide to close this account out, Im going to take a hit to my credit report which is not fair either but I choose not to do business with them anymore. Once I pay my {$130.00} balance, which is all I owe and authorized I will close it. This request to file a fraud claim took over 5 hours of our time over 2 days which we should have been able to report on our first call.

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