Consumer complaint received 2019-01-07
Company: WELLS FARGO & COMPANY
State: FL
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:
Dear Sir or Madam : I have submitted many complaints about this. Each time, the company responds back that they want something addition, and I go and figure out how to do it. The latest request from the company was to open a police report, which I did with one of the local municipalities where the card was used fraudulently. My problem is that the company ( Wells Fargo ) is still not processing the fraud claim in my favor. They have repeatedly told me that I am responsible, but as someone who did not use the card at any of the locations in question, nor did I authorize anyone to use my card at any of those places, i'm requesting that they process this claim as fraud, and close ALL of my accounts with their company. 

Since this case was originally opened, they have asked me many times about certain things, called me up and asked questions, and because of the age, I assume that my answers were as good as I could based on my own recollection of what happened almost a year ago at this point. 

I will be resubmitting this information to you and ask that Wells Fargo actually look at ALL of the signatures and see that they do not match. I have already and will be attaching samples of my own signature for comparrison, and if they want me to do this at a branch again, all they have to do is ask. 

Wells Fargo, had told me to go to the branch to continue the dispute, request that the branch verify my signature in front of them and have it faxed, as well as many other things, but each and every time, they just mark my claim denied. I have always paid all of my credit card bills on time and prior to this issue with this company, i did not have any issues with my credit. 

It is unreasonable for Wells Fargo to assume that I have the ability to locate the perpetrators of the fraud, nor are they willing to give me any additional information about the time of the transactions to assist the police department in question with any of their own investigation. The police were willing to look at one of the transactions at one location without a time, but were not willing to look at all of them. Wells Fargo has been instructed to provide additional information to the police department in question with any additional information that they have in regards to those charges, and it will be pursued. 

It is not my fault that no new information can be given to Wells Fargo as they keep requesting, as I do not know who did the fraud, how they did the fraud, exactly where I misplaced my credit cards, nor how to continue to pursue this any further, but as a normal and sane individual, i am unwilling to pay for charges that I did not do. 

Because I know that I '' m not responsible, If Wells Fargo wants me to sign my signature as many times as they need to in their branch locations to compare versus the actual signatures from any of the transactions, i would be more than willing to provide this, and have stated this many times. This should be more than sufficient to prove without a shadow of a doubt that I did not do these transactions, although it would require some work on their part to get copies of the actual receipts. 

If Wells Fargo is going to deny this claim just on the fact that some of the transactions were at similar or same locations as an older fraud claim, then they need to provide me with the above so that I can get additional details and proof of my exact location at the time of those transactions.

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 non-monetary relief