Consumer complaint received 2019-08-22
Company: WELLS FARGO & COMPANY
State: TX
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:
Dear Sir or Madam, I am writing to dispute a billing error on my account. The amount is inaccurate because following charges were not authorized or made by me. I believe there has been misunderstanding and i would like to clarify that the XXXX credit card was not in my possession and that it was stolen. The following are the fraudulent charges.. 
XX/XX/XXXX XXXX  {$120.00} XX/XX/XXXX XXXX XXXX XXXX {$49.00} XX/XX/XXXX XXXX XXXX {$340.00} XX/XX/XXXX XXXX {$340.00} XX/XX/XXXX XXXX XXXX {$370.00} You have sent a letter saying that there is no new information for my claim and it has been closed. I am led to believe that Wells fargo is being unethical towards me, a client who has been loyal and paid payments on time. I did not have the credit card in my position on those dates.

It is clear that all of the charges were made on the same day, in addition I notified you that the charges were fraudulent before they were even posted. I believe they were pending. I notified you in a timely matter.

I am a XXXX  in the city of XXXX XXXX, and i was only using my card for recurring transactions such as XXXX XXXX and XXXX. I did not use my card for a very long time as I was taking advantage of my low interest promotion. The above charges actually went above my limit and I was not notified nor was my card declined. I have attached my flight receipt where it shows that i was not in Texas until the XX/XX/XXXX.

When I talked to the fraud department on XX/XX/XXXX. They claim that my claim was denied because they still believe that the card was on me. They claim that I was able to provide them the cvv and expiration number on the call. However I made made It very clear multiple times that I did not have the card with me and there has been a big mis understanding on the call. Also the only reason I was able to provide such information is because I had a picture of the card on my cell phone, I did not have the physical card.

The fraud department also claims that my claim is denied because " I travel A lot. '' Which I believe is no real reason to deny my claim. I have made it very clear that I was not in the state where the fraudulent transactions were made.

The department also say that they denied the claim because the transactions history was consistent with spending areas. However that does not mean I made the transactions. Anyone in XXXX could have stole it and used the card, it Is a big city and many people visit similar areas. In addition, I have not even made previous business with most of the companies that I was fraudulently charged for.

I am led to believe that Wells Fargo is being unfair to me. They are not taking my claim seriously. Which is leading me consider closing my card with them. I need CFPB help on this because I have made numerous trips to Wells Fargo on California branches, I have sent them numerous faxes and documents, and made a lot of calls and they just keep sending me letters saying no new information was found to support your claim. They have no information that I made these charges, they refuse to believe me, the customer I think its very unethical and I am very upset about this after months of patience.

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