Consumer complaint received 2023-10-03
Company: WELLS FARGO & COMPANY
State: NY
Product: Credit 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:
On or around XX/XX/2023, a XXXX XXXX credit card in my name was used to make 7 unauthorized transactions, totaling {$430.00}. The card was a replacement card which had been sent to me already activated and which was intercepted at some point in the mail - either delivered to the wrong address or stolen from the mail or mailbox. I called the credit card company and cancelled the card. I then called the company 's fraud department several times in an attempt to confirm that an investigation was underway. Once I waited on line for 45 minutes before the line was disconnected, and on XX/XX/2023 I waited on hold for 2 hours before hanging up. I rang back and spoke with a customer service agent who said that the company had 90 days from the complaint to research the claim, but the case would be escalated and that I should receive a call back from the fraud department within 24 hours. I did not receive a call. 

On XX/XX/2023 I attempted to file a police report with the 32nd Precinct of the XXXX and was told that I was not able to file a police report without a written notice of fraud from the credit card company. At that point, I sent a letter to XXXX XXXX, via certified mail, asking for written notice of the fraud claim and an update on the current status. I received a letter dated XX/XX/2023 that noted a future statement would reflect I was disputing a transaction and that the company would contact me after the investigation was complete. 

Around XX/XX/2023, I found an updated statement in the online portal, which was dated XX/XX/2023 and had the disputed transactions added to my account. 

On XX/XX/2023, I attempted another phone call to the fraud department, since I had not received written notice of the outcome of the investigation. After sitting on hold for an hour, I was connected to XXXX, who updated me on the investigation. She could see that I had requested call backs several times and could see notes on the complaint but no evidence that an investigation had actually occurred. She noted that the investigation was closed. She said it had been closed at some point in XXXX then both reopened and closed on XX/XX/2023. She said she was resubmitting all 7 of the XX/XX/2023 charges and that I should receive a call from her supervisor in 24-48 hours. I did not receive a call. 

On XX/XX/2023, I called again and reached customer service. The agent I spoke with could not give me a time of when I would be able to reach a fraud specialist. She took my phone number for another callback and said she would have the case escalated. I did not receive a call. 

At this point, I am prepared to close my card. I would like XXXX to refund the {$430.00} in unauthorized charges on XX/XX/2023. 

I also think that they should overhaul two areas of their practice : new and replacement credit cards should not be sent already authorized, and they should improve their fraud services. While everyone I've spoken with in the fraud department has been pleasant to deal with, a direct number to the fraud department should be published on statements and online, and wait times to speak to fraud need to be drastically reduced. 

I appreciate your help with this matter.

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