Consumer complaint received 2023-10-02
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, Wells Fargo fraud department contacted me to notify me of several suspicious transactions that were attempted using my debit card information. I reported to them that I did not make these transactions or authorize them. The transactions originated out of XXXX, XXXX, and I live in XXXX, AZ. I was in XXXX in XX/XX/XXXX, so it's entirely possible XXXX of the vendors I paid for while briefly in XXXX for a lay-over and then a cancelled flight, collected my card information and used it fraudulently. I returned from XXXX ( XXXX ) on XX/XX/XXXX. Wells Fargo issued me a provisional credit for the amount of {$4100.00} at my request until their investigation was complete. On XXXX a letter was mailed to me from Wells Fargo, informing me that the investigation was complete and they determined that " the charges were made by you or someone who had your permission. '' The provisional credit was reversed, which I discovered a week later when they were taken out of my account and I actually received the letter. I called Wells Fargo claims and fraud the next business day ( Mon XX/XX/XXXX ) and requested to appeal this decision. I was told there is no appeal process and Wells Fargo fraud dept. does not accept appeals. Decisions are final. I requested information about the investigation including the details/basis on which they made their determination. I was told they don't release this information. I find it incomprehensible that their fraud detection flagged these transactions as suspicious in the first place, but then decided to blame me for them. I was not physically present in the originating location ( XXXX ) on the date these transactions occurred. I was at work in XXXX, AZ and can provide proof and witnesses. The vendors and types of transactions are outliers if XXXX were to review my monthly transaction history. I've never purchased anything from these vendors before and the vendors I have used in the past to purchase these types of products ( computer and accessories ) are not related to these fraudulent vendor transactions. I've just been robbed of {$4100.00}, and Wells Fargo is assigning blame to me for it. I now am working to change banks as I can no longer trust Wells Fargo to be my banker. I would like to appeal their decision or do whatever is possible to reverse their decision and get my money back, or at least make others aware that this has been my experience dealing with Wells Fargo fraud department. I would like any documentation I can get with regard to their investigation and determination. 

I'm attaching my bank statements covering the time period of the transactions and also the determination letter I received. The claim number is on the letter I received, but is : claim # XXXX. 
Transactions in question occurred on : XX/XX/XXXX, " XXXX XXXX XXXX  XXXX XXXX '' for {$720.00}, XX/XX/XXXX " XXXX XXXX XXXX XXXX '' for {$2600.00}, XX/XX/XXXX " XXXX XXXX XXXX XXXX '' for {$770.00}. 
All XXXX transactions initiated on XX/XX/XXXX but are listed with the above dates when looking at my statements. 
I was asked numerous times throughout the process if I have the card in my possession, which I answered Yes. I was also asked if I had authorized anyone else to use my card, which I answered No.

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