Consumer complaint received 2018-08-17
Company: WELLS FARGO & COMPANY
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:
Context : Between XX/XX/2018 and XX/XX/2018 there were payments, purchases and cash advances made on a replacement Wells Fargo Visa credit card that was stolen from me, in the mail, before it reached my home address. The new credit card had the same number as the credit card that it was replacing. Wells Fargo is charging me with {$17000.00} dollars that I should not have to pay. 

Wells Fargo has been unresponsive to my requests and states that it does not consider that these transactions are fraudulent. It has failed to investigate the origin of the funds and the accounts from which more than US 30,00 dollars were deposited to my credit card and that I did not make nor do I recognize. 

Fraud claim on my credit card : The purpose of this letter is to assure that I do not recognize any of the following payments, other credits, cash advances and purchases performed between XX/XX/2018 and XX/XX/2018. ( The only exception being the {$9.00} XXXX charge in XX/XX/2018 ). 
Transactions that I do not recognize : XX/XX/XXXX XX/XX/XXXX Previous Balance {$9.00} {$0.00} Payments - {$9.00} - {$12000.00} Other Credits {$0.00} - {$18000.00} Cash Advances {$5900.00} {$10000.00} Purchases, balance transfers and other charges {$9.00} {$37000.00} Fees Charged {$290.00} {$600.00} Interest Charged {$36.00} {$140.00} New Balance {$6300.00} {$17000.00} Additionally, there were two {$400.00} phone payments made from my Checkings and Savings account in XX/XX/XXXX, to the credit card, that I did not make. I would appreciate that once the investigation is concluded the {$800.00} dollars that were taken from my accounts are returned and deposited back into my savings account. 
I never received the new credit card that was sent out in XX/XX/XXXX / XX/XX/XXXX to my address in XXXX I did not receive the new credit card that was sent out to me in XX/XX/XXXX / XX/XX/XXXX that replace my old credit card number XXXX XXXX XXXX XXXX ; expiration XX/XX/2018 ; security number XXXX I would like for Wells Fargo to provide me with the proof of who received the replacement credit card that was supposed to arrive to my home address in XX/XX/XXXX. 
There were two credit cards with the same number, this generated confusion When I first called Wells Fargo to state that there had been fraudulent activity in my credit card I was asked if the credit card was in my possession. In the more than 10 times that I called Wells Fargo I stated that the credit card in my possession was the number XXXX XXXX XXXX XXXX ; expiration XX/XX/2018 ; security number XXXX. ( please verify this in the call recordings ). 
I did not know that there was a new credit card with the same number as the old credit card. I never received the new credit card with which the fraud was made. I was never told in any of the calls that the expiration date or security number that I was listing were wrong. 
When I returned the call of XXXX XXXX in XX/XX/XXXX I was asked if the credit card was in my possession. I explicitly asked the person on the line if there had been a new credit card issued with the number XXXX XXXX XXXX XXXX, because I had the suspicion that the credit card that with which the fraud had been made was a new credit card that had been sent out to me and that had been stolen. The person on the line told me that there was only one credit card with this number. Because of this I said that the credit card was in my possession, but I was always refereeing to the credit card expiring in XX/XX/2018. I did not state in any of the calls the expiration date and the security number of the new credit card because it was never in my possession. 
It was only after calling many times that one of the assistants told me that the security number that I was giving did not match the number in the credit card with which the fraud had been made. Only at this moment did I understand that a new credit card had been issued with the same number as the old credit card. 
( Attached a copy of my old credit card ) There were purchases in XXXX, I have not left XXXX in the past eight months In the calls that I made I clearly stated that there had been purchases in XXXX and that I had not been to XXXX. I also stated was that my account had been hacked and someone had reported a trip to XXXX on my behalf. 
( Attached proof that I have not traveled abroad for the past eight months list of my flights listed by the XXXX XXXX XXXX ) The purchase on the XXXX account was due to a subscription I have had for years In XX/XX/XXXX and in XX/XX/XXXX there were payments made on the new credit card by my XXXX subscription. When you have a subscription the credit card number is stored in the system of the merchant. When a payment is due, if the credit card number has not changed, the payment will go through. You can check the credit card statements for the past 24 months and you will find the payments to this subscription. 
On XX/XX/XXXX I received a letter notifying that my pin number to the credit card had been changed In XX/XX/XXXX the Pin number for my credit card was changed. Instead of sending me an email, Wells Fargo sent a printed letter to XXXX that took 30 days to arrive, notifying me that here had been a Pin change in my account. I could have reacted much earlier had I known of this situation before. 
I was not checking the account because the credit card was expired I was only logging into the credit card account once per month to check if there had been any charges from XXXX. This was a credit card that had very little activity and you can check this by the activity of the las six months. Because of this I was not aware of the fraudulent activity that occurred with my account in XX/XX/XXXX and XX/XX/XXXX The credit card should have never been allowed to go over limit The credit limit in my credit card was {$8500.00} dollars. It is inconceivable that Wells Fargo allowed the Credit Card to reach a balance of {$17000.00} dollars. 
The credit card was stolen by a sophisticated criminal organization One of the key points that worries me the most about the rejection of Wells Fargo to accept the fraud claim is the lack of understanding that there was clear criminal activity. Wells Fargo not only failed to stop the activity while it was occurring, it failed to recognize it and support me when I called to declare that there had been fraud. 
There were obvious signs that there was suspicious activity and Wells Fargo did nothing to stop it - There were 75 cash advances worth {$16000.00} dollars in one month -> I never made any cash advances with this credit card in the four years that I had it - There were purchases worth {$37000.00} dollars when the credit card purchases performed in this credit card had never surpassed {$4000.00} in a month My personal information, including Social Security number, was stolen.

- For this criminal organization to activate the credit card and change the Pin number they must have had all my personal information The credit card received payments for {$12000.00} dollars to manipulate the system - There were phone payments made to the credit card - I would expect Wells Fargo to investigate where these payments came from since they were made from an account linked to this criminal organization - Of these, {$800.00} dollars came from my Savings and Checkings account, I would expect this money to be returned back to me since I never ordered these payments There must be a security breach within Wells Fargo or the Postal Service Company - By analyzing the way that the credit card was manipulated to surpass its credit limit, the huge payments made to the credit card and personal information stolen, it is clear that the credit card was stolen by a criminal organization - If the credit card had reached the wrong address most probably the person receiving it would not have had the capacity to conduct a fraud of this magnitude

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