Consumer complaint received 2023-09-30
Company: WELLS FARGO & COMPANY
State: MO
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I received a txt and this email : Wells Fargo home page ( opens new window ) XX/XX/XXXX Wells Fargo Fraud Detection Payment Card Fraud Alert We detected some unusual activity on your Wells Fargo Credit Card ending in XXXX. 
Action required : Please review recent card activity Please review these transactions and respond as soon as possible. If we don't hear back from you, future transactions may be declined.

Do you recognize these transactions? 
Date XX/XX/XXXX Description XXXX XXXX XXXX Location Unknown Amount {$3000.00} Status Declined XX/XX/XXXX XXXX XXXX XXXX, MO {$11.00} Approved XX/XX/XXXX XXXX XXXX, MO {$18.00} Approved What you need to do If you don't recognize this activity, please call XXXX immediately. If you or an authorized party made these transactions, select the link to confirm. If a transaction was recently declined, try again after selecting the link You received this notification because you're a cardholder, account owner, or authorized representative for this account. 
Please do not reply to this automated email. 
Copyright XXXX Wells Fargo Bank , N.A . All rights reserved. 

I responded that the XXXX XXXX XXXX was not mine and since it was declined was a fraud attempt by a merchant or employee where I had recently made a purchase that required address, phone number as well as the card number from a merchant in Ohio XXXX Discount, an online seller of XXXX XXXXs to replace a failed unit. 
The charges from XXXX, MO merchants were valid. 

I received no further information from Wells Fargo regarding this attempted fraud and had no reason to expect what happened next : A day later I attempted to use my card which was declined. I next went online to open my account to learn what was going on and found my account was blocked. 
I sent an email to XXXX asking why my account was being blocked by WF, but got no reply or explanation. I waited a few days only to find my card was still declined and when I attempted to open my account found it was still blocked. Next I called XXXX service, who was unable to explain or take any action I was given XXXX XXXX to call the fraud service depatment and when I called was put on hold. After XXXX minutes I called again and again put on hold. Another XXXX minutes of music and I made a third call. I explained my complaint and asked why. The agent could not explain was was going on with my service and asked me to again hold until an XXXX could be available ... after having this done twice before with no pickup of my call I asked that the agent call me at the number on my account. She promised it would be done. I waited for two hours with no call from WF Fraud Investigation. 

yesterday I sent another email to the fraud email listed above complaining about the service block and asked for an explanation or for restoration of service. Today I still have no service and my account is still blocked. 

There is no excuse for this and I demand WF be held accountable. I can not get into my account to authorize payments and have sent a disputed charge on my account balance due to the failure of WF to clear my service, restore service and provide explanation for what they were doing. Since the fraud attempt was so obvious that they declined no money was lost and the information used was most likely due to criminal activity at the cited merchant I have done all I can to alert and assist WF in prosecuting this fraud and in return have had my account blocked without an email or txt message as to why this is necessary. I believe WF is fraudulently denying my credit usage in an attempt to make me so disgusted with them that I cancel this account. 

WF has such a bad reputation, well eatrned by their criminal action in the past that someone at WF needs to be prosecuted and imprisoned to make the rest behave in honest treatment of customers.

There is no excuse for not informing me of what is being done and why it is necessary. Denial of service when I have done all I can to assist in this fraud prosecution is an insult that must not be allowed to continue. If they are doing this as a corporate policy to all customers then you need to prosecute or warn others that this is how WF treats customers and put them out of business of defrauding the public by advertising credit and customer service they do not provide.

I would appreciate restoration of my servic and account that is long overdue and should not have happened in the first place. Whoever attempted this was so ignorant of credit charges they were obviouly attempting a fraud that the WF authorizer declined the charge. I'm now the victim of this event which did no harm to WF and is harming me instead. Do something...

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