Consumer complaint received 2023-09-13
Company: WELLS FARGO & COMPANY
State: CA
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:
I have been fighting Wells Fargo ever since my wife passed away on XX/XX/2023. 

When my wife came home for XXXX XXXX I put all my credit cards on self-pay so I wouldnt have to deal with them and during the time my wife was going downhill I didnt read emails. I didnt look at anything. I was just concerned with my XXXX wife in front of my eyes. After she passed I immediately went to my Wells Fargo account so I could pay for the funeral and I opened up my active cash visa account and I saw I had a {$26000.00} balance when I shouldve had a {$5000.00} balance. 

I immediately called Wells Fargo to let them know that somebody had used my account. Wells Fargo said they will straighten it out. About 10 days later I got a letter from the fraud department, telling me that I was responsible for the charges. I then called Wells Fargo and I said whats the matter with you? They said to me that I made a payment on the account and because I made the payment I accepted all the charges. How do you explain to them if they only look, they would see that it was an automatic payment and I explained to them why it was an automatic payment? 

They said they would take care of it. 10 days later, I got a letter from the fraud department saying theyd determined that the amount was due and I had to pay it. I called Wells Fargo again and explained that I am a 100 % XXXX XXXX XXXX in a XXXX I couldnt have been in Hawaii buying XXXX handbags and in New Jersey buying things and at XXXX buying {$700.00} worth of things, using XXXX  for XXXX dollars for one ride and a lot of other rides, charges in New Jersey, and other charges. I explained that I dont use XXXX because Im in a XXXX XXXX and I cant use it. 

The Fraud department said would take care of it. 10 days later I got a letter from them saying I was responsible for all charges. I then wrote a letter to the Wells Fargo President explaining everything and I got a call from the executive branch I explained everything to them and they said it sounds like youre correct so they said they will contact the fraud department. 

10 days later, I got a letter saying I was responsible for all charges. They claimed my credit card was used. I told them that my credit card was on my person the entire time. Apparently, during the initial interview, I was confused and they asked did anybody else had my credit card I said I gave my daughter when I was in the car for her to pay for gas, and she put the card in the gas credit card receptical and gave it back to me but I was always in control of my card. So the executive people said they would contact the fraud department and the fraud department wrote back to me days later that Im responsible for the charges because it was my card that was used. 

Thats impossible because the card was in my possession at all times. Then I noticed one of the charges on XX/XX/XXXX in Hawaii for a hotel for over {$2000.00} or so was on the statement and that that time I was at the VA for an appointment so I told them that and they said prove it, and I sent them an appointment schedule showing that I had an appointment and it had been completed. They said they wanted a letter from the doctor. I told him I couldnt contact the doctor. I said the appointment record shows that I was there and they said somebody else couldve taken your place. Thats ridiculous because when you go to the VA you have your VA ID XXXX XXXX got to show it to enter and every time you go to an appointment you have to show it to go in and it shows your picture and everybody knows you and I explain that to them information. 

The fraud department said they would check it out. 10 days later I got another letter from the fraud department saying Im due to pay all the charges. I by chance had another appointment with the doctor that I had seen on XX/XX/XXXX and I told her of my problem and she couldnt believe it. She asked if there was anything she could do and I gave her the number of the executive department. The executive department says it sounds like its good and they will send it to the fraud department. Ten days later the fraud department wrote back and said all the charges were my charges. Beware of the Wells Fargo Active Cash Visa Card. 

I am still in the process of disputing the fraud department. Now the executive department is reviewing all recorded conversations I had with the fraud department. I said not to continue automatic payments, but over {$7000.00} was taken from my checking account to pay the interest on my Wells Fargo Active Cash Visa Card without my authorization. I was told I would receive word this Friday word on the executive department 's findings. 

I didn't keep records because I was so distraught. I kept reopening the case. I am now dealing with XXXX in the Executive Office her phone number is XXXX. 

I am XXXX XXXX XXXX. 

XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA 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