Consumer complaint received 2020-07-11
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:
I am XXXX years old and this is the first time I have ever had any financial problems with my account. I am an XXXX, a XXXX XXXX, and a XXXX XXXX XXXX XXXX  XXXX. My integrity is very important to me, and this situation has greatly disturbed me. You should also know I have a XXXX XXXX daughter, who requires 24 hour a day care. I live in XXXX XXXX, CA, and because of my daughters condition I am rarely ten miles from home. 

It appears my credit card started being hacked on XX/XX/2020, with the thieves going to XXXX XXXX. Yes, credit card thieves took my card to XXXX. It sounds like a clich, but its true. They then proceeded to use my card in XXXX, XXXX  XXXX, XXXX, CA, and XXXX. CA, going to places that are more appropriate for a XXXX-year old than a XXXX-year-old. I dont eat fast food. I eat mostly organic. 

As best I can determine ( I have underlined all the charges on the bill ), these are the phony charges. 

XX/XX/2020 XXXX XXXX, XXXX XXXX {$100.00} XX/XX/2020 XXXX XXXX, XXXX XXXX {$130.00} XX/XX/2020 XXXX XXXX, XXXX XXXX {$130.00} XX/XX/2020 XXXX XXXX, XXXX XXXX {$1600.00} XX/XX/2020 XXXX, CA {$120.00} XXXX XXXX, XXXX XXXX, CA {$120.00}XX/XX/2020 XXXX XXXX XXXX, XXXX, CA {$18.00} XX/XX/2020 XXXX XXXX, CA {$36.00} XX/XX/2020 XXXX XX/XX/XXXX, CA {$100.00}XX/XX/2020 XXXX XXXX, CA {$57.00} XX/XX/2020 XXXX, CA {$33.00} XX/XX/202 XXXX  XXXX, CA {$24.00} XX/XX/2020 XXXX XXXX XXXX, CA {$46.00} XX/XX/2020 XXXX XXXX, CA {$26.00} XX/XX/2020 XXXX, CA {$15.00} XX/XX/2020 XX/XX/XXXX XX/XX/XXXX, CA {$45.00} XX/XX/2020 XXXX, WA {$16.00} XX/XX/2020 XXXX, WA {$7.00} XX/XX/2020 XXXX XXXX XXXX, XXXX {$19.00} XX/XX/2020 XXXX XXXX XXXX, XXXX {$69.00} XX/XX/2020 XXXX XXXX XX/XX/XXXX, XXXX, CA {$59.00} XX/XX/2020 XXXX XXXX XXXX, XXXX {$51.00} XX/XX/2020 XXXX, XXXX {$12.00} XX/XX/2020 XXXX, XXXX {$12.00} XX/XX/2020 XXXX XXXX, XXXX {$3.00} XX/XX/2020 XXXX, XXXX {$39.00} XX/XX/2020 XXXX, WA {$7.00} XX/XX/2020 XXXX, WA {$3.00} XX/XX/2020 XXXX, WA {$3.00} XX/XX/2020 XXXX XXXX XXXX, XXXX, CA {$38.00} XX/XX/2020 XXXX, WA {$7.00} XX/XX/2020 XXXX XXXX, CA {$180.00} XX/XX/2020 XXXX, WA {$11.00} XX/XX/2020 XXXX XXXX XXXX XXXX, XXXX {$16.00} XX/XX/2020 XXXX, WA {$25.00} XX/XX/2020 XXXX XXXX, XXXX {$5.00} XX/XX/2020 XXXX XX/XX/XXXX, XXXX, CA {$370.00} XX/XX/2020 XXXX XX/XX/XXXX, XXXX, CA {$51.00} XX/XX/2020 XXXX, WA {$25.00} XX/XX/2020 XXXX, WA {$25.00} ____________________________________________________________________________ Total - {$3800.00} I know I should have discovered this earlier, but in thirty-five years of having a credit card I have only had one phony charge years ago, and I discovered it only because Wells Fargo called me and asked me if I had made a {$1.00} donation to the XXXX XXXX XXXX Sadly, I have come to the conclusion that the Wells Fargo of today is not the Wells Fargo of the past. 

My usual strategy has been to have a rough idea of what Ive charged, then paying $ XXXX on my credit card a month. 

I was shocked that Wells Fargo did not pick up the unusual activity, and when I realized there was a problem, I immediately contacted Wells Fargo and made a report on XX/XX/2020. The initial contact with Wells Fargo was great, but after that they acted in an unusual manner. 

Wanting to maintain my good credit, I made my payment as I normally did every month, only to be later told that my payment disqualified my claim. Wells Fargo denied my claim on XX/XX/2020, I requested a review, and that was denied on XX/XX/2020.

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