Consumer complaint received 2021-06-28
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 was on a trip to XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX, my rental car was broken into in the early morning near the beach while unattended for an hour. There were no signs of a break-in and the only thing in the car was my wallet in the glove box. Later in the afternoon i noticed that about {$50.00} dollars in bills was missing from my wallet. Having had my wallet on my person before that morning and after I concluded somebody broke into the car, scanned or copied my credit, debit, and liscence information, then proceeded to charge many things onto both of those cards. I received an email from Wells Fargo stating that there was some unusual activity on my credit card, and that a charge on my debit card was declined. At this point, I logged onto the app and froze all my cards. There were 4 charges onto my credit card, XXXX were declined by wells fargo as fraud or suspicious, and two were approved. The two declined were {$450.00} and {$1600.00} while the two approved were {$780.00} and {$1600.00}. 
On my Debit card, there were 4 attempted charges with only the first charge approved. The approved amount was {$1600.00}, and the subsequent declined charges were {$1600.00}, {$780.00}, and {$450.00}. 
I filed a fraud claim for both my debit and credit cards with Wells Fargo the same day from XXXX XXXX. The Debit card claim was approved and I was refunded the {$1600.00}. I was told that the credit card fraud would be investigated and I would hear back soon about the result. 
On XX/XX/XXXX, I called Wells Fargo and was told that my credit card claim was approved and that the charges were removed from my account. 
On XX/XX/XXXX, i noticed that there was still two charges that appeared on my new credit card statement, of {$1600.00} and {$800.00} from the same " merchant '' that all the other charges were from. Thinking that these charges were the same as before and were not credited back to me, I called wells fargo claims department and was told once again that my claim went through and that these charges would be removed from my account soon. 
Upon checking my bank account on XX/XX/XXXX, I noticed that those new charges still remained, with a total balance of {$2400.00} that was not authorized by me. Confused, i called wells fargo once again and was told that my claim was denied. They claimed that because i had the card in my possession the day of the fraud that these charges were authorized by me. Regardless of the two previous charges on my credit card and the charge on my debit card that were all from the same " merchant '' that were approved and given back to me by wells fargo, they denied these two other separate charges. I filed an additional escalation of the claim and for it to be reviewed.

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 monetary relief