Consumer complaint received 2017-07-09
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:
Upon contacting fraud department ( by phone ) on XX/XX/XXXX for the third time regarding status on claim filed on XX/XX/XXXX, I was told by Wells Fargo representative that my claim was denied per investigator 's report/notes. According to WF, their investigator had called the vendor, XXXX XXXX XXXX XXXX XXXXXXXX and apparently was told by vendor that I authorized these charges over the phone. I feuded with this WF rep for about 15 minutes that I absolutely did not make such charges nor did I authorize same. He could not, or would not, help in any manner except suggest that I submit a " Reconsideration '' request letter either by mail or fax. I completed the letter and sent to WF via fax later that day on XX/XX/XXXX My complaint is that now I 'm being held liable for these charges even though WF advertises that customers are protected from unauthorized charges on Visa credit cards. Additionally, It seemed as though they simply took the vendor at his word without so much as obtaining any proof. Where is this protection and why is the burden placed on consumer to resolve? Please review summary of events noted below and advise : On XX/XX/XXXX, I was contacted by a credit card service/machine operator that processes credit card transactions for vendor ( I did not get a name, but it I confirmed with this male he was not with Wells Fargo ) warning me that unusual activity/charges were being charged against my card and that I needed to contact Wells Fargo in order to submit a fraud claim. He aIso confirmed that credit card info was " keyed in '' and not presented at time of transaction. I then went onto my online account and noticed that over {$12000.00} in charges had been made over 6 to 8 transactions to the same vendor ranging from {$1100.00} to {$4400.00} each beginning on XX/XX/XXXX. So I called the number listed on my WF online transaction report for XXXX XXXX XXXX XXXX. Upon inquiring with vendor about these charges, I explained that it was not me that made such charges and had him read back the info that was given for processing credit card. He appeared to be very cooperative on the phone and went on to tell me that a man calling himself, XXXX XXXX with phone number ( XXXX ) XXXX, had called in using my card and confirmed that he used all my billing information ( card number, expiration date, security code ) except he used an old zip code ( from a previous address that was nearly a year old ). After completing the phone call, I called Wells Fargo and initiated the fraud claim where I explained, in detail, what transpired on the phone with this vendor. I offered to provide the name and phone number referenced above but I was assured the investigator would call the same vendor I talked with earlier and obtain the same information. Now, after following up for a third time with WF and demanding to talk to a supervisor, another rep ( presumably a supervisor ) from explained that the charges were processed and allowed to post to account because his notes had indicated that WF investigator concluded that it was ME that gave billing info to vendor. Again, I argued that it was not me and expressed my frustration on how such an investigation could take place where they take the vendor 's word for it, even with the knowledge that an old zip code was used to key in the transaction! I was very clear that I have NEVER conducted business with this vendor and certainly have not received any goods or services from same. To add insult to injury, Wells Fargo reported the high balance to credit bureaus resulting in a slight score decrease. I also told the rep that it was very inconvenient that I had to write a letter in lieu of dealing with a banker and/or fraud investigator. Not to mention that the timeframe necessary to take care of all these mismanaged facts in this case were disruptive and will take an exceedingly long time to resolve ( 30 to 45 days according to WF rep ). <P/>I should not be responsible for these charges and WF has not been diligent in representing and/or protecting my account. I 've been a customer with WF since XX/XX/XXXX and have used credit card for nearly {$500000.00} in charges over the years. Your assistance is greatly appreciated. I look forward to your response.

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