Consumer complaint received 2019-04-14
Company: WELLS FARGO & COMPANY
State: UT
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
I stopped using this credit card on XX/XX/XXXX. I had construction crew members in and out of my home from XXXX XXXX XXXX through XX/XX/XXXX. During this time my credit card went missing and I thought I had simply misplaced it. In addition to no longer using this credit card I was also longer using Wells Fargo for my daily banking or expenses. In XX/XX/XXXX I called in because I was unable to log into my account at Wells Fargo and was told my account had been closed and credit card charged off for lack of payment. I asked for an explanation because I had not used my account of card for over 4 months. I was told that the representative could not assist me because the account was closed. I was transferred to the fraud department where I explained I had not made any charges on my account since XX/XX/XXXX and I was informed that a fraud claim was submitted on my behalf and it would be taken care of. By XX/XX/XXXX I had seem no change and I called in again and was transferred 4 times due to the fact that no one could help because the account was closed. Since then I have called in several times throughout the next year of XXXX and no progress was made. Eventually a gentlemen told me that in order to have this fraud claim submitted properly at the time I would need to identify each fraudulent transaction on paper on the monthly reports during the time of the fraudulent activity. I was sent these monthly reports by this representative via mail as I did not have access to them personally. I highlighted and marked in pen all of the fraudulent activity ( which was every transaction made on the card in XXXX except for two reoccurring payment which I had not cancelled, XXXX and XXXX ). After two months of waiting to hear back I called for an update and was told that all of the reports that I had sent it were not received. I repeated the task again, and resent the reports marked in black pen and highlighted along with a detailed cover letter reiterating what was marked on the reports ( which addressed the fraudulent charges and the specific charges that were my own ). After another month of waiting I called in for an update again and was told the reports had been received but were thrown away because they could not see that anything was highlighted. They denied the presence of the cover letter or the fact that the reports were also marked in black pen ink as well. 
I finally started making routine visits to my local Wells Fargo branch ( Address : XXXX XXXX XXXX XXXX, XXXX, UT XXXX ) in hopes that the employees there could help with this dilemma. The ( now previous ) manager there XXXX as well as an employee XXXX and XXXX XXXX are now ( after my many visits throughout this last most recent year ) very aware of my situation and circumstances which led to this ongoing dispute. Each of these employees have personally started official fraud claims for me and with me physically present and with all supporting documents many times. Nothing has been resolved and upon my most recent visit there XXXX informed me that they had been told my corporate and the 'executive team ' that my issue was out of their hands and they could do nothing more to try and help with my resolution. 
I feel that I am being taken advantage of by this bank. I had my card stolen and used and I have not been protected. The damages that have come from this have greatly impacted me and the time and effort I have spent to try and resolve this should have never been necessary.

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