Consumer complaint received 2020-12-15
Company: WELLS FARGO & COMPANY
State: MI
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:
All evens notated occurred in the year XXXX XX/XX/XXXX and XXXX - Credit card balance through Wells Fargo was paid off ; card was believed to have been temporarily blocked to keep credit limit/line open for credit score-building reasons. 

*Somewhere between XX/XX/XXXX and XX/XX/XXXX my Online/Mobile Access was locked out ; I didn't think anything of it due to having card paid off and assumed it to be blocked. 

XX/XX/XXXX - Fraudulent transaction XXXX NOT made by me ) for {$190.00} to " XXXX XXXX '' was assessed to what was assumed to be a blocked card. 

XX/XX/XXXX - Second fraudulent transaction ( again, NOT made by me ) for {$190.00} to " XXXX XXXX '' was assessed to the " blocked '' card. Also, there is a {$190.00} credit back onto the card from " XXXX XXXX, '' effectively cancelling the SECOND transaction. The first transaction remains. 

XX/XX/XXXX - After having my father inform me that Wells Fargo had sent mail to his house at XXXX XXXX XXXX in XXXX, Michigan - which is an address that should NEVER have been associated with my Wells Fargo account - I was able to call in and get my online access reset. Upon doing so, I saw the charge and the interest/late fees assessed from a fraudulent transaction that occurred AFTER the card was paid off and supposed to have been blocked. I file the first dispute ( I spoke with XXXX ), effectively cancelling the card number and having a new one sent to me - which I still have not received - and was told that the fees would be waived, the transaction removed, and everything is handled. I asked about credit bureaus and reporting to be made sure they're not effected and XXXX assured me of that. 

XX/XX/XXXX - I moved from XXXX to XXXX, Michigan and had already set up my forwarding address to new apartment. 

XX/XX/XXXX - Receive letter via mail that informed me my dispute was deemed " completed '' because there was a credit on XX/XX/XXXX along with the charge. XXXX apparently misunderstood me and did NOT file the dispute with the correct charge - the charge done on XX/XX/XXXX. I spoke with XXXX to re-open the previous dispute and for them to correct the transaction in question ( the XX/XX/XXXX transaction ). XXXX also informed me that credit bureaus, the fees/interest, and charge will be corrected. 

XX/XX/XXXX - Receive statement to corrected address ( XXXX XXXX XXXX, XXXX . XXXX XXXX, MI XXXX ) that shows additional fees and the card/line being closed by Wells Fargo due to non-payment. I attempt to call their " 24-Hour Customer Service '' phone number but they were closed ... 

Today, XX/XX/XXXX - I call Wells Fargo and speak with a representative who, upon pulling up my account profile, informed me that XXXX NEVER RESUBMITTED MY DISPUTE! After the representative " helped '' me again ( as you could imagine, this now being the THIRD time trying to get a simple fraudulent transaction resolved I wasn't in the believing mood ) I wanted to speak to his superior. I was handed over to XXXX, one of the Executives of the Disputes Department, and she was the FIRST PERSON to give me a case number ( XXXX ) and a direct number to the executive office ; that phone number being ( XXXX ) XXXX. 

I logged into my XXXX XXXX XXXX  's Identity Alert protection service and saw that the incorrect reporting towards my credit report - due to XXXX not reopening my dispute case - dropped from the XXXX to XXXX. I filed a written dispute through Identity Alert with all three bureaus to get this resolved if/when Wells Fargo does not approve the dispute.

The reason that I wanted to file this is because I was told a lie by XXXX, and that nobody in this dispute department listened to a word I said from the very beginning. I was led astray by one of my financial institutions and it is something that will never happen again as upon this being resolved I will be closing out all accounts and never using Wells Fargo or any of it's predecessors for any future banking needs. This was an absolute misuse of my trust ; they told me only what I wanted to hear and not what in reality was happening or going to. This broke the fiduciary trust that I was looking forward to receiving due to having fraudulent charges show up on my account unexpectedly. I want to make sure that anybody and everybody understands that Wells Fargo is an abomination of a financial institution that does not care for their customers, both recently acquired and long-time relationships.

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