Consumer complaint received 2018-01-19
Company: WELLS FARGO & COMPANY
State: CA
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/2017 I was contacted by Wells Fargo Bank 's Fraud Department regarding an online purchase of over {$1500.00} in which I stated the transaction was not authorized and was fraudulent. Additionally, the WFB representative made me aware of 2 additional credit card transactions that occurred at 2 retail locations, one for {$540.00} and the other for {$490.00} on XX/XX/2017. I stated these were also not authorized and were fraudulent. The Fraud Department credited my account for the charges ; however, WFB sent me a letter stating that the charges were mine and that they would be my responsibility. Therefore the amounts were charged back to my credit card. I continued to state that they were fraud and I did not do them. They insisted I did since my credit card was present with the chip card used. I stated that chip cards could be duplicated ; however, they stood by their " investigation '' of the card transactions and deemed them to be my responsibility. I called on multiple occasions to try to get my credit card fraud transactions resolved ; however, as of date, there has been no resolution. 

I filed a dispute with their Disputes Department in which they requested for merchant receipts. The Disputes Department verified the signatures on both merchant receipts were not a match of one another given the transactions were conducted within 15 minutes of each other and did not match the signature card on file. The Fraud Department had access to this information as of XX/XX/2017 and did not utilize this information into their " investigation. '' I filed a complaint regarding the Fraud Department to the Credit Card Executive Office with no resolution to my problem as well. I had called and left multiple messages with no call back or information sent to me. I received a phone call from a Fraud Department supervisor who stated that the Fraud Department was not aware of the signature card or merchant receipt requests ; which validates, the Fraud Department did not do their due diligence in reviewing my fraudulent claim. Additionally, WFB did not know which authorized users card was used in these fraudulent transactions until I found out on XX/XX/2017. The Disputes Department gave me the supporting documentation for the merchant receipts. At this time my fraudulent claim was already denied by the Fraud Department twice. I later found out that new credit cards were issued and mailed to me and this is how the cards were intercepted and used in the fraudulent transactions. I notified WFB about this and they had no record that new credit cards were even sent to me. All within the time frame from the initial contact from WFB Fraud and various other departments from XX/XX/2017 through XX/XX/2017, I filed a police report with my local police department, a United States Postal Inspector report, a Cardholder Statement of Disputed Transactions letter that WFB sent to me, and the credit bureaus were contacted. I spent multiple days and hours trying to have this resolved and for WFB to know that these transactions were fraudulent and I along with the authorized signer on my card are victims of Credit Card Fraud. 

After numerous attempts in calling and submitting documents, I received a phone call from a Police Department outside of my jurisdiction that the Police Officer had in their possession my credit card. I verified with the Officer ( I contacted the Police Department upon giving the Officer information ) that the additional card holder 's card may be included as well that was used in the initial fraud transactions at the 2 retail locations. The Officer confirmed that the additional card holder 's card was also in their possession. WFB did in fact issue new cards which were used in the fraudulent activity and was in possession of someone who was not authorized to use my cards and who was arrested on multiple criminal charges. 

WFB did not protect my rights as a credit card fraud victim at all. It appears they would just like to charge their consumers for the fraudulent transactions without any due diligence in their investigations. The Fraud Department already was aware there was fraud on my account and had documents readily available to them to indicate fraudulent activity ; however, WFB continued to deny my claims.

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