Consumer complaint received 2021-10-11
Company: WELLS FARGO & COMPANY
State: NC
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:
Hello, On XX/XX/2021, I returned from XXXX to my home in XXXX XXXX, NC. I informed the bank of my travel dates. 
On XX/XX/2021, when I was at a XXXX in XXXX, NC ( close to my home ) I received a text message ( attached ) from Wells Fargo asking me to verify my purchase activity. The text asked about a {$1000.00} charge at XXXX XXXX NY and then another charge at the same vendor for {$970.00}. I did not reply to that particular text, and I never authorized those purchases. For some reason, Wells Fargo removed the {$1000.00} charge without my intervention but they accepted the {$970.00}. However, they cancelled my credit card, because as I was at XXXX ( XXXX, NC ) my credit card was rejected, which means that they had suspicions of fraudulent activity. I used my debit card ( from the same institution, Wells Fargo ) at that XXXX. I have included screenshots of both the credit card account and the debit card account so that the information showing proof of me being in NC buying at XXXX ( where my credit card was rejected ) is highlighted. 

Two days later, I opened a dispute on the remaining {$970.00}. The whole process has been XXXX. I have spent more than 8 hours talking to generally unkind and unhelpful representatives. I have asked them to re-open the case three times, and all they say is that my fraud request claim has been denied because " Since your credit card was in your possession at the time of the transaction, it was concluded that the charge was authorized and the claim was closed. '' While the credit card was indeed in my possession, as I was trying to use it at XXXX, the {$970.00} charge at XXXX XXXX NY is a fraudulent one. I can not be both at the XXXX XXXX in NY and the XXXX at NC, where I live, at the same time. 

I faxed the same materials that I am attaching here at the request of one of the representatives ; one of them confirmed that they have received them and were considering them. Then a second one denied that I had sent that fax. I did send the fax and I even used the fax at the local branch of Wells Fargo in XXXX XXXX, NC. The manager of the branch sent those documents herself and was very kind. 

At this point, they just want me to accept that I made a purchase in NY and they do not believe me, nor they have considered the proof. I have offered them to contact witnesses, to ask me any questions, and they keep saying that since the card was in my possession and a chip was used and a chip can not be duplicated, that I must have done the purchase. 

I am a mom, a home owner, I have good credit, I have had the same job for 12 years, I have a PhD and an MA, I have been a customer of wells fargo for 20 years, I have always paid all my loans and bills on time, I don't have a criminal record, I have not committed fraud in my whole life, and yet they say that I had the card and I made the purchase, but they do not show proof of it even when I have requested proof. 

I am despearte at this point, since it is their word against mine and they refuse to look at the attached materials. Nothing I can do convinces them. Thank you so much for your help, XXXX

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 non-monetary relief