Consumer complaint received 2023-03-15
Company: WELLS FARGO & COMPANY
State: MD
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Hello, This complaint is in regards a XXXX XXXX XXXX Credit Card issued by Wells Fargo Bank. I live in Maryland and I did open this card, this is my account. I opened the card with the anticipation that I MIGHT purchase furniture in the next few months. I received the new card in the mail and everything was fine. Sometimes in XXXX I logged into my Wells Fargo portal to pay a different credit card a Wells Fargo visa card and I noticed that the XXXX XXXX XXXX Card had a balance of {$3500.00}. I was shocked because it states on the statement the card was used to make the purchase in XXXX XXXX, CA. And again I live in Maryland not California. As soon as I noticed the balance I called Wells Fargo and reported the purchase as fraudulent. I was told the charges would be investigated. Now common sense tells me that Wells Fargo would have seriously looked into this matter from a common sense point of view. This is not like a simple fraud case where someone used a credit card to buy a laptop or TV. Whoever used my card purchased thousands of dollars in furniture. Furniture is obviously huge and I thought well this investigation will be simple. They will see I live in MD and not CA. And since its furniture they surely MUST have a delivery address for the furniture or signatures on file etc. I know for SURE they did not ID whoever used my account because I have never lost my ID before. I know to a bank like Wells Fargo {$3500.00} is not worth their time to investigate. But this is furniture and there has to be several things they could look into such as store camera footage, who picked up the furniture or where was it delivered to? Did the salesperson ask for ID from whoever was making purchases on my account? Are there any forms with signatures from the person who used my account? Surprisingly and shocked on XX/XX/2023 I received a letter from Wells Fargo stating that they have completed their research and determined that I made the purchases, this just goes to show that nothing was really looked into and this concerns me because if there are people who are fraud victims and banks dont have adequate security to prevent purchases like this from happening to begin with then what are they even researching? What did the research show? I ask this because if someone like me who lives in Maryland and my account is being used in California at a furniture store then I dont know what protocols they have in place to prevent fraud for their customers. I have attached statements from Wells Fargo and the letter they sent me stating that the charges were made by me or someone I knew when the charges were indeed made by someone who is using others identities. Id appreciate if you can look into this matter for me. Due to this I cant trust the Wells Fargo security measures. Usually when it comes to a store credit card you need to enter your SS # on the kiosk pad the cashier will swipe or scan your ID.. Did the cashier/salesperson even do this much? I have decided to close my other cards with Wells Fargo due to this issue. 

Thank you,

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