Consumer complaint received 2020-11-09
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
To whom it concerns, Wells Fargo and Company still have not addressed the concerns which I have reported more than 3 times now on the same issue. There was an Account for a Wells Fargo XXXX XXXX XXXX card, Which I applied for. In XXXX of XXXX, and through several different transactions, Fraud had occurred on the card. I had reported the Fraud right away as soon as I was able to determine that fraud had occurred. The card was stolen when my wallet was stolen, and I did not authorize any purchases in XXXX, XXXX or XXXX, for that matter on the card. Someone had used the card for unauthorized transactions, This was in the sum of almost {$28000.00} USD. Once I notified Wells Fargo, I was never contacted again I did call back several times on this same issue to see if someone could address the fraud with me, Wells Fargo stated they concluded an investigation and have determined It was my liability for the Fraud even though Wells Fargo, Knew I didn't have the card in my possession and states they have a {$0.00} Fraud liability policy. This issue is still ongoing. Wells Fargo recharged the card all of the fraudulent transactions, I have reached out to a few of these merchants on what I could see from the statements, a few of them being XXXX XXXX, and XXXX and XXXX XXXX. I asked the company via email if they had ever seen me use any of these apps, and gave them some of my information. The Company 's replied back saying I do not have an account on these platforms and that I never had. I sent an email back advising that Wells Fargo has numerous fraudulent charges from their company on my credit card statements during the fraudulent transaction period. XXXX told me Wells Fargo never sent them any documentation on the fraud, or they would have been more than willing to cooperate in the investigation. Wells Fargo didn't address my concerns in the last complaint and instead tried charging me a minimum payment due of {$2800.00} Which is absolutely absurd and due to the fraud they never corrected. I have tried reporting this numerous times by calling in and it never gets investigated. Per the last solution from Wells Fargo they told me because i made a payment to the account that I am responsible for the fraud. I do not believe this is a proper resolution. Wells Fargo then, Closed the Card as of Saturday XXXX/XXXX/2020, Without even contacting me to RESOLVE THE FRAUD that still is on the card and still billed to the card. When I spoke to a personal banker they advised I should definitely dispute this as if someone used the card fraudulently I shouldn't be liable for the fraud, and wells fargo prematurely reported it to the credit bureaus as deliquent and closed the card, without even cancelling the fraudulent transactions that I DID NOT COMPLETE. I am more than willing to send in an Affidavit if wells fargo requests one.

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