Consumer complaint received 2018-09-21
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: Card was charged for something you did not purchase with the card

Complaint:
The issue i experienced was with Wells Fargo : Some time in the month of XX/XX/2018 i had lost one of my extra phones which had phone case that was also a wallet. 

This phone case had multiple credit cards, my ID and my social security. 

I was unaware that this phone was lost as i do not use it much and is simply an extra phone. 

I was notified by XXXX XXXX, i was called by them and was being thanked for signing up with them. After the conversation i was told that there was a new card opened up. 

I filed for fraud right away, and when they asked me for additional questions, i started looking for my cards and did not find it. 

After a day or two i received a call from XXXX about an account being opened. 

After this i started going through my banks and found XXXX and Wells Fargo had unauthorized charges. 

At this point i had figured that i had lost my wallet and phone as neither could be found and would explain how they used my ID and were aware of other personal info. 

With my data in their hand, a simply search on line of my information would bring up a wealth of personal data. 

The reason i am filing a complaint is because out of all the other institutions which investigated and concluded that the charges we fraudulent, XXXX XXXX did not think so. 

After their initial investigation they concluded that the charges were not fraudulent and were authorized. 

i had filed multiple reconsideration letters which XXXX back with same results as not fraudulent. 

Fed up with this type of treatment, i called and escalated and mentioned their policy of 0 Fraud Liability which they did not honor. 

After escalating to executive office and waiting another 45 days i had received on XX/XX/18 that the fraudulent charges were authorized. 

I believe i was miss treated by this institution especially by my case worker XXXX XXXX at ext XXXX Every time i called, i was never provided proper info or investigation information. The institution representative XXXX treated me as some sort of joke and sounded annoying when i would ask and push for resolution. 

Below are the charges i am disputing : The issue i experienced was with Wells Fargo : Some time in the month of XX/XX/2018 i had lost one of my extra phones which had phone case that was also a wallet. 

This phone case had multiple credit cards, my ID and my social security. 

I was unaware that this phone was lost as i do not use it much and is simply an extra phone. 

I was notified by XXXX XXXX, i was called by them and was being thanked for signing up with them. After the conversation i was told that there was a new card opened up. 

I filed for fraud right away, and when they asked me for additional questions, i started looking for my cards and did not find it. 

After a day or two i received a call from XXXX about an account being opened. 

After this i started going through my banks and found XXXX and Wells Fargo had unauthorized charges. 

At this point i had figured that i had lost my wallet and phone as neither could be found and would explain how they used my ID and were aware of other personal info. 

With my data in their hand, a simply search on line of my information would bring up a wealth of personal data. 

The reason i am filing a complaint is because out of all the other institutions which investigated and concluded that the charges we fraudulent, XXXX XXXX did not think so. 

After their initial investigation they concluded that the charges were not fraudulent and were authorized. 

i had filed multiple reconsideration letters which cam back with same results as not fraudulent. 

Fed up with this type of treatment, i called and escalated and mentioned their policy of 0 Fraud Liability which they did not honor. 

After escalating to executive office and waiting another 45 days i had received on XX/XX/18 that the fraudulent charges were authorized. 

I believe i was miss treated by this institution especially by my case worker XXXX XXXX at ext XXXX Every time i called, i was never provided proper info or investigation information. The institution representative XXXX treated me as some sort of joke and sounded annoying when i would ask and push for resolution. 

The issue i experienced was with Wells Fargo : Some time in the month of XX/XX/2018 i had lost one of my extra phones which had phone case that was also a wallet. 

This phone case had multiple credit cards, my ID and my social security. 

I was unaware that this phone was lost as i do not use it much and is simply an extra phone. 

I was notified by XXXX XXXX, i was called by them and was being thanked for signing up with them. After the conversation i was told that there was a new card opened up. 

I filed for fraud right away, and when they asked me for additional questions, i started looking for my cards and did not find it. 

After a day or two i received a call from XXXX about an account being opened. 

After this i started going through my banks and found XXXX and Wells Fargo had unauthorized charges. 

At this point i had figured that i had lost my wallet and phone as neither could be found and would explain how they used my ID and were aware of other personal info. 

With my data in their hand, a simply search on line of my information would bring up a wealth of personal data. 

The reason i am filing a complaint is because out of all the other institutions which investigated and concluded that the charges we fraudulent, Well Fargo did not think so. 

After their initial investigation they concluded that the charges were not fraudulent and were authorized. 

i had filed multiple reconsideration letters which cam back with same results as not fraudulent.

Fed up with this type of treatment, i called and escalated and mentioned their policy of 0 Fraud Liability which they did not honor. 

After escalating to executive office and waiting another 45 days i had received on XX/XX/18 that the fraudulent charges were authorized. 

I believe i was miss treated by this institution especially by my case worker XXXX XXXX at ext XXXX Every time i called, i was never provided proper info or investigation information. The institution representative XXXX treated me as some sort of joke and sounded annoying when i would ask and push for resolution. 

Below are the charges i was disputing : XX/XX/18 XXXX # XXXX # XXXX {$2700.00} XX/XX/18 XXXX # XXXX # XXXX {$2600.00} XX/XX/18 XXXX XXXX XXXX # XXXX # XXXX {$1700.00} XX/XX/18 XXXX XXXX XXXX XXXX # XXXX {$620.00} XX/XX/18 XXXX XXXX # XXXX {$48.00}

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