Consumer complaint received 2023-08-14
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:
About XX/XX/2023 my information from using my card at a gas station was entered into a cell phone. Within 5 minutes a person or persons started on a day long spending spree that spent over {$15000.00}. My card never left my hand. At XXXX the next day I was contacted by Wells Fargo security about some very large transactions being made out of my state. I was on the phone for 45 minutes and the agent said he had turned off my card and a new one would be sent. This was after the card had already been used for many transactions that the fraud department wasn't aware of. He did not turn off the card. Tuesday, I look at my account and find that a person having nothing more than the information on my card talked Wells Fargo bank by telephone into moving almost {$17000.00} from my checking account to my credit card so they could spend more money? This all stopped because Wells was so slow in posting it that the card was overdrawn, and they gave up. 
I went to my bank branch and my banker made a claim for the {$17000.00} and it was moved back from the credit card to my checking account. Done well. I made a detailed study of my credit card charges and paid each item that was mine. One day before I had a XXXX balance, so it was about XXXX items. All of the rest of the charges were made without my card present and were all reported as fraudulent on the Wells Fargo website. This is where it starts getting stupid. It is obvious to anyone looking at the account what happened. Wells Fargo split the case up and I got paperwork from three different places? I filled out the forms and made the signed statements that they were not my charges. It appeared that all of them were covered, however, by this time I no longer had access to the old card information because they had sent me a new card that was {$5000.00} overdrawn. I sent the letters back, two to XXXX XXXX and one to XXXX XXXX. This week I received another request for one of the ones I had returned. I also have now received two more letters. One, dated XX/XX/XXXX, says they have credited me {$1700.00}. They have not done that and there is no disputed transaction for that amount? The other letter dated XX/XX/XXXX says if I don't contact then in 10 days, they will close the case? I called the number today and after spending XXXX XXXX hours on the phone two persons consulting with other persons could not determine who sent the XX/XX/XXXX letter or why the amount on the XX/XX/XXXX letter was not correct. Nor could they Decide what I should do. I have one more letter that came from XXXX, The XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX dated XXXX. XXXX, that said they had received my fraud complaint, " However, we need more time to complete our research. '' " We'll follow up with you by XXXX ''. XXXX months? Today I called them at the number on the letter. After giving her all of my information, she tells me that she is in the auto fraud department. and transfers me to another number where the girl says that the only person that can talk to me is not available. I have asked that my call be returned at XXXX XXXX XXXX tomorrow. In the meantime, I hope the person in XXXX XXXX doesn't close my case! This is consumer abuse at its best! The really sad thing here is that about XXXX well-meaning businesses will lose that money and XXXX could have stopped it sooner. This will only cost XXXX a couple of stamps and this customer of 50 years.

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 non-monetary relief