Consumer complaint received 2022-03-03
Company: WELLS FARGO & COMPANY
State: PA
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:
On XX/XX/2022 someone had used my debit card to make fraudulent purchases from a few stores. After noticing the charges on my card, a few hours after they were made, I immediately turned off my card, and called Wells Fargo to notify them of the charges. By the time Wells Fargo had turned off the card, there were a total of 7 charges on the card totaling {$1800.00}. The Wells Fargo representative gave me a claim number and told me that Wells Fargo would do an investigation into the charges and let me know within 10 days. After 10 days had passed with no call from Wells Fargo, I called them and they informed me that since the person who used my card had the PIN number, that they did not see anything fraudulent and denied my claim. I informed Wells Fargo that they probably had my PIN number from a phone call I received in which an automated womans voice which said that it was XXXX XXXX fraud prevention and that they had a suspicious charge on my account and that in order to block the charges I had to press 2. After doing so that same call asked me to type in my PIN number to verify that. 
At the time I didnt think anything about it, however later that night, my wife later told me it was probably a scam and that I should check into it, which I did. It was at that time that I noticed the fraudulent charges. I even gave Wells Fargo the phone number that they called me from. ( XXXX ) Obviously I was upset and asked what is the next step I can take to get my money back and the representative told me to call the police and have them conduct an investigation and then I could submit that additional information once completed for them to review. I called my local police and they had XXXX. XXXX XXXX conduct an investigation. He found video of the person using their phone ( XXXX XXXX app ) with my card info to make some of these purchases. He was unable to get a license plate of their vehicle or any other information that could lead to the actual identity of this person but was able to clearly determine that it was not me who had made these charges. I also had video of myself at home during the time that these charges were made. I sent a copy of the detectives report as well as the video of me at home back to Wells Fargo for them to review and hopefully prove that I was not the person who had made these charges. After a few days passed after sending them this new information I called them to get an update and they again informed me that they were still denying my claim. 
At this point I have no idea what to do and feel helpless in the effort to get my money back. After searching online, I found that other people had this happen to them and after getting the CFPB involved, they were able to get it cleared up. I hope this is the case for me.

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