Consumer complaint received 2017-07-12
Company: WELLS FARGO & COMPANY
State: NY
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:
To give you the details of what has transpired, please see below : - I lost my typically used credit card through XXXX in XX/XX/XXXX, right before I was set to leave on a trip to XXXX XXXX XXXX for work. As such, I used by " back up '' credit card through Wells Fargo, that my parents helped me open when I was XXXX. <P/>- I paid off the entirety of the Wells Fargo card as soon as I received my XXXX card in XX/XX/XXXX. You can view this in my payment history. <P/>- There was a fraudulent XXXX charge on my account sometime in XX/XX/XXXX for some XXXXUSD. I should mention this is the second time in my short life that Wells Fargo has had fraud issues on my account, the first being some 4-5 years ago. <P/>- There was no notification via email or phone that indicated such a charge had been made, therefore I was not aware and could not process the charge as Fraud. <P/>- The account went into delinquent status because I did not pay the XXXXUSD charge or report it as fraud - again because I was not notified. <P/>- The account was closed because I did not pay the charge or report it - again because I was not notified. <P/>- I found on an application to a new apartment in XXXX XXXX XXXX that something funny was going on with my Wells Fargo account so I called yesterday evening ( XX/XX/XXXX ). I spoke with no less than 5 people - from customer service to fraud to collections to fraud again and was told the following : -- - My account was closed due to lack of payment for over 60 days over a XXXXUSD charge. <P/>-- - There were messages that were sent though none that I received. <P/>-- - There was actually an over-payment on my card from XX/XX/XXXX that led to XXXXUSD balance - the charge was actually paid off prior to happening and there was no payment owed by me. <P/>-- - Fraud was flagged on the account ( by a particularly nasty Wells Fargo employee XXXX ) and she would process as such and let me know the result. <P/>-- - Customer Service mentioned that I would be called by Executive Office to follow up and they would amend my credit report due to " Bank Error '' and open my account. <P/>- Today ( XX/XX/XXXX ), I received a call from XXXX regarding this issue. He informed me that to reopen my account, they would need to process a new credit inquiry, etc. After mentioning that my goal was not even to reopen, just to have Wells Fargo rectify their grave error, he told me that was n't possible. I asked him to listen to the recordings of the previous evening figuring that may shed light on what I was trying to achieve. Begrudgingly, he did so. He called me back some 30 minutes later and informed me that the customer service individual I spoke with essentially lied to me, that there was no bank error, and that to reopen my account they would need a credit inquiry. This call lasted another 10 minutes of bickering on behalf of XXXX with no apology and, frankly, a surprising amount of attitude given his position. I mentioned I would like to file another complaint and would like him to confirm the details to which he replied, " you will need a subpoena for the records. '' As you can see, through multiple errors on behalf of Wells Fargo, I am now writing this letter to 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