Consumer complaint received 2019-04-01
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My name is XXXX XXXX XXXX, I live in XXXX, XXXX XXXX, XXXX. I am a Wells Fargo cardholder since XXXX. I have never had a bad experience with you until this occasion. I explain my calvary below : On XX/XX/XXXX, I realized that the Wells Fargo mobile application disappeared from my cell phone. It was not until XX/XX/XXXX that I was able to reinstall the application with the help of my daughter. At that moment I realized that there were charges to my Platium Visa credit card ending in XXXX which I did not recognize! I have to mention that while all these purchases were made, I had my credit card with me. Transactions that I do not recognize and did not make : XX/XX/XXXX XXXX STORES # XXXX {$76.00} XX/XX/XXXX XXXX STORES # XXXX {$130.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$14.00} XX/XX/XXXX XXXX STORES # XXXX {$79.00} XX/XX/XXXX XXXX STORES # XXXX {$79.00} XX/XX/XXXX XXXX STORES # XXXX {$120.00} XX/XX/XXXX XXXX STORES # XXXX {$26.00} XX/XX/XXXX XXXX XXXX {$4.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$500.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$500.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$480.00} XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX {$500.00} XX/XX/XXXX CASH ADVANCE FEE {$25.00} XX/XX/XXXX CASH ADVANCE FEE {$25.00} XX/XX/XXXX CASH ADVANCE FEE {$24.00} XX/XX/XXXX CASH ADVANCE FEE {$25.00} Plus a transfer to a bank card number XXXX XXXX XXXX XXXX in the amount of {$4900.00} It was already night time, around XXXX XXXX, but I immediately called the Wells Fargo phone number that I saw on the back of my credit card to report it. They gave me a report number and they told me they would send me another card and that I would not need to worry, that they were going to investigate. 
About three days later, I checked my Wells fargo app and noticed that my Platinum Visa account had been deleted. At that moment the only thing that occurred to me, is that because of your investigation, that account in particular had been suspended since I could see my other accounts in my app. 
On XX/XX/XXXX, I called because I had not received the new card, the person on the phone told me that they had sent it but that it had been returned because you had the wrong address, so I gave them the correct address. 
On XX/XX/XXXX, I received the card, my daughter and I tried to activate it through the mobile application but we could not because it did not appear that I had received a new card, it was a bit strange. 
On the XXXX and XXXX I tried again and even by phone I couldnt activate it. Until XX/XX/XXXX when I crossed the border into USA I was able to activate my card by phone. After doing so, I called the XXXX number on the back of the card and asked what was happening with my case and they answered me that everything had been resolved and that they were going to send me a letter with the detailed case and that I could use my new card as usual. By the way, until today, I have never received the letter detailing the resolution of the case. 
At that time I told the agent that I wanted an additional card for my daughter XXXX XXXX. He said that he was going to send two new cads and that as soon as they arrived, I should destroy the card I had just activated to start using the two new ones. 
So, that same day, I made a purchase at XXXX XXXX XXXX XXXX XXXX CA for the amount of {$460.00}. 
On XX/XX/XXXX, I went to the XXXX XXXX branch located at XXXX XXXX XXXX. in XXXX XXXX because I could not access my account in my mobile application and I wanted to pay the balance on my card. I was attended by representative XXXX XXXX. I give her my user number and password. Then she gives me the balance of {$8100.00}! 
Astounded, I told her that the amount was wrong, I did not owe that much, that I only owed the {$460.00} what I had spent at XXXX XXXX and {$16.00} that I had been charged for sending me both cards with a rush time. I only recognize those two transactions as mine. She also tells me that one of those is a transfer to a bank card number XXXX XXXX XXXX XXXX in the amount of {$4900.00} on XX/XX/XXXX. One month after the day I had made the call for identity theft and fraud abot my account! 
I could not believe what this lady was telling me. I tried to tell her again what had happened, she replies that she does not know anything and she makes a call. During that call and without talking to me or asking me any questions, she talks in English ( remember, I only speak XXXX ) for a while and hangs up the phone. 
She gives me a letter, of wich I have included a copy, and tells me that I will receive a phone call with an answer. Although most likely she will receive the call because she is the excecutive. 
Miss XXXX XXXX makes an appointment for XX/XX/XXXX at XXXX XXXX. I could not go that day and I missed the appointment. Although she says that maybe that day there is still no answer and that if one would come, she should be the first to know it because it is easier to contact the executive than the client. 

On XX/XX/XXXX, I made another call to the number that appears on the internet for personal accounts XXXX. I was told that, that day they did not attend fraud cases, only Monday through Friday and from XXXX to XXXX. The lady helping me said she would leave a note because it was not her department. 
As I did not receive any answer or call, I called again on the XXXX. That day they told me that my case had already been resolved ; that they had sent me a letter ( second letter that up until now I havent received ) where the resolution of the case was that I had done those transactions. I told the person on the phone that those charges were not made at all by me. I continued to deny those charges and that is how that call ended ; the bank insisting without proving to me that I made any of those transactions/purchases. I was not present during any of those transactions, someone else made them. 
In addition to not having received any letters. I did not know how to respond and I called again on the XXXX. They told me the same thing again, the case is resolved, there is nothing to do, you have to pay that debt, if you disagree you have to write a letter explaining your case and send it to Credit Card Fraud Claims to reconsider your case. 
On the XXXX, I went back to the branch with the same Miss XXXX XXXX who told me the same thing, there is nothing to do, just pay the debit. 
For my part I demand a reconsideration to my case and have it reviewed again, as well as a review of my transactions of the more than 20 years that I have been your customer. I had never used the Cash Advance service and much less as frecuent as it was done ; also in these 20 years I have not made transfers from any credit card. 
I think if the bank sees an unusual movement, I should be contacted or alerted in as many ways posible about any unusual money activity. 
I also do not understand how, after a month of having reported the fraud on my card, without the account appearing in my mobile application and without the new card being issued, arrived or having activated it, a transfer to another unknown card could have been made! In fact, I always wanted to pay the card of my other daughter who is also a Wells Fargo account holder and I could never do it because the bank told me that I could not transfer to other cards unless they were just mine. Someone had to have authorized that transaction. I dont want to think that the fraud is internal among the bank 's staff because nobody has been able to help me or solve my case. Or maybe if they look at the name of the card to whom the transfer was made they will realize who was the one who committed the crime. Or if they looked at the ATM 's cameras at the time the withdrawals were made. Or if they also saw the cameras of establishments like the XXXX stores at the time they paid. I do not know! I do not do that but you do! 
To say the least, Im feeling ignored and abused so much so, that after my more tan 20 years relationship with Wells fargo Im being trated as a liar and in my heart you make me a criminal. 
It seems that this type of fraud is very common among Wells Fargo and I am one more in the bunch. I do not accept the resolution to pay for something I did not do. I demand that Wells Fargo Bank prove to me that I was the one who made those transactions and clarify how it was that the bank came to the conclusion that I must pay these charges. 

I appreciate the attention to it. 
Thank You XXXX XXXX XXXX

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