Consumer complaint received 2017-09-27
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I woke up yesterday morning to an email from Wells Fargo asking me to rate their service on my recently completed credit card dispute. I 'd received no other notification that the dispute had been resolved, but I still have over {$100.00} of fraudulent charges on that ( now-closed ) account. Here are the facts of said dispute : 1. I am an American citizen who will be reading for a XXXX degree at the University of XXXX in the XXXX XXXX from now until XX/XX/XXXX. 
2. In early XX/XX/XXXX, upon arriving in the XXXX, I found four fraudulent charges on my credit account. All four were with the same merchant ( XXXX ), by the same individual ( evidenced by all four bearing the same mobile number, which I did not recognize ), on the XX/XX/XXXX and XX/XX/XXXX ( after I 'd departed America on the XX/XX/XXXX ). 
3. I immediately disputed all four -- and one of the four was credited within minutes, before I could even upload my supporting documents. I still do n't know why the other three were n't credited at the same time, given that they were all the  same. I 've asked Wells Fargo multiple times to explain why, via multiple channels. They 've never answered. 
4. I skyped with the Fraud Department, and they confirmed the remaining three as fraud. It was a no-brainier ; I literally showed both Wells Fargo and the merchant an officially stamped visa proving I was n't in America when those charges were made. I 'd boarded a flight at XXXX XXXX XXXX XXXX at XXXX Pacific Daylight Time on XX/XX/XXXX ; had a layover in XXXX , New Jersey ; and was outside the United States before the calendar turned. 
5. I received an email on the XX/XX/XXXX stating that " the merchant may owe you a refund '' and that the merchant had 30 days to investigate the matter. I really can not fathom why such an investigation should require more than 30 seconds before crediting me, given the absolutely indisputable proof I provided. 
6. Yesterday I received the survey mentioned above.
7. I sent an email to Wells Fargo via their " Secure Email '' through their website, and today I received a response that they 'd forwarded my complaint to their " Non-Fraud '' Department. The Non-Fraud Department does not correspond by email, can only be reached via phone during " normal '' business hours in America, and may send me something through the mail to which I must respond promptly lest I forfeit my right to dispute the charges. Wells Fargo is fully aware that I 'm not in America, have no phone service in the XXXX yet, and have only sporadic access to internet until my University IT account gets set up ( most likely some time in the next week ) ; I have communicated these facts to Wells Fargo via no fewer than three separate channels. The mailing address they have for me is my mother 's, as I was living with her before departing for the XXXX and they will not allow me to update it to my XXXX address. 

I have top-tier credit in America, with a FICO score over 800. I know this because up until I filed this dispute I was able to see my FICO score on wellsfargo.com as a perk of my XXXX Credit Account. Upon filing the dispute, I observed that the option had been removed without notice. This seemed almost like retaliation, especially given that Wells Fargo has always provided me with notice of even the most minor changes to my account. I asked Wells Fargo to explain why it was removed -- and specifically the timing, given that it coincided not only with the dispute but also with the XXXX hack -- but as was the case with only one of the four fraudulent charges being credited, they failed to answer.
I need my excellent credit, as I will need to apply for XXXX XXXX loans from the US Department of Education again next year. Those are subject credit approval. I was approved almost instantly this year, but if my credit gets damaged because of Wells Fargo 's ineptitude, it could really bite me in the XXXX next year.

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