Consumer complaint received 2023-08-26
Company: WELLS FARGO & COMPANY
State: IL
Product: Credit 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:
I have contacted Wells Fargo on several occassion to try and resolve this issue. Per the FTC consumers have 0 liability protection for fraudulent charges and Wells Fargo stated this when I reported the fraud yet they continue to state charges valid based on appearance rather than substantive evidence such as store survellance when the fraudulent charges.

This is the background. Now they are also sending me harrassing letters through some secure messaging system and not responding to my answers which repeat zero FTC fraud liablity and they have provided no substantive evidence but are still holding me accountable to pay for the fraudulent charges despite having 1 ) not made the charges and 2 ) not having the goods purchased with the fraudulent charges. So I am being forced to pay Wells Fargo for something I do not have Background My Wells Fargo card was used fraudulently in XX/XX/XXXX to make purchases at a XXXX XXXX  and a store named XXXX. Wells Fargo continues to tell me the charges are valid, On or around XX/XX/XXXX I was contacted by a XXXX XXXX from Wells Fargo Executive Offices and we had a conference with the Wells Fargo Fraud Investigation Team . During this conference I was told by Wells Fargo that it 'appears ' that I made the charges- I not anyone known to me made the charges abd yet Wells Fargo is forcusing me to pay for something I don't have. 'Appears ' is not sufficient proof that I made the charges it is conjecture, speculation. The onus is on Wells Fargo to prove I made the charges, it is not up to me to prove I did not. A police report was filed, an FTC Identity Theft report was filed. I nor anyone known to me made these charges. During the conference call in XXXX, the Fraud Investigation Team was asked by XXXX to provide additonal proof that I made the charges. I was told I would hear back within 10 days. I have not. I've tried to call XXXX on numerous occasions but he never answers nor does he ever return my phone calls after I leave a voice mail XXXX can be contacted at XXXX All Wells Fargo keeps doing to me is harassment. They state I have not provided additional evidence. It is not up to me to prove the alleged appearance that I did not make the charges. The onus is on Wells Fargo to prove beyond a reasonable doubt that I made the chrages they have not. I want the credit card closed after a credit is issued for the fraudulent charges. They keep telling me they will provide real evidence ( beyond appearance ) that I made the charge. This is unethical and is elder abue XXXX discrimination to make a senior citizen with a serious XXXX pay for something they never purchased and don't have the benefit of owning. 

Lastest communication Wells Fargo case number : XXXX Account number ending in : XXXX Consumer Financial Protection Bureau, case number : XXXX Dear XXXX XXXX XXXX Thank you for contacting us. We completed our research and are providing details to address your concerns. 

Service issues We take allegations seriously, and well work to understand what happened. Well review the concerns in detail and take action, as necessary. Were committed to fixing any issues and making things right for you. 
We seek to provide individuals with XXXX full and equal access to our products, services, locations, and facilities as we strive to help them succeed financially. Were sorry that we didnt meet your expectations about the service that was provided. 

Additionally, we strive to provide exceptional service, and its disappointing to learn we didnt meet this expectation. Were constantly reviewing and revising our practices and procedures to improve the customers experience, and we appreciate any input that helps us do this. 

Zero liability protection In your email correspondence, you stated you spoke with someone who advised a cardholder is never held responsible for fraudulent charges, and we would like to provide you additional information around this policy. We have enclosed a copy of your Consumer Credit Card Customer Agreement and Disclosure Statement, section 6, titled Lost or Stolen Cards and Liability for Unauthorized Use, and Zero Liability Protection, which states you agree to assist us in our investigation of the matter. If you do this, and we find you not responsible, you will not be held liable for the unauthorized use of your account. 

Fraud claim We reviewed the phone interaction that took place on XX/XX/XXXX, where you contacted our Credit Card Customer Service Department to advise of recent fraudulent transactions taking place on your account. The representative filed a claim for two cash advance transactions from XX/XX/XXXX, and XX/XX/XXXX, for {$300.00} each, totaling {$600.00}, and a purchase from XXXX on XX/XX/XXXX, for {$410.00}. 

Our Fraud Department has confirmed that the claim for these three transactions has been accepted in your favor as of XX/XX/XXXX. Our Fraud Department has placed a credit on your VISA card ending in XXXX, totaling {$1000.00}. There were two cash advance fees associated with the fraudulent cash advance charges which were also credited for a total amount of {$30.00}. 

Account closure Our records confirm you requested to close your account during a recent conversation with our Credit Card Customer Service Department. We show the account has been closed per your request as of XX/XX/XXXX. 

Previous responses Upon receipt of your recent inquiry from the Consumer Financial Protection Bureau, we reviewed our records and confirmed that your concerns regarding your experience with our Executive Office and your fraud claim from XX/XX/XXXX were appropriately addressed on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

You did not provide new information, so our response remains unchanged. We're enclosing our previous responses dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We are committed to supporting our customers, so if you have new information, please respond so we may research and address your concerns. 

Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. 

How to contact us We appreciate the time and effort you took to contact us. If you have questions, you may reach us at XXXX, Monday through Friday from XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. We accept telecommunications relay service calls. 

If there is an attachment to this email and you can not read it, please contact us. 

Sincerely, XXXX XXXX. 
Escalations Representative Enterprise Complaints Management Office XXXX XXXX XXXXXXXX, XXXX XXXX, SD XXXX Fax : XXXX Attachment cc : Consumer Financial Protection Bureau

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 monetary relief