Consumer complaint received 2022-03-21
Company: WELLS FARGO & COMPANY
State: NC
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:
In XX/XX/2021, I was notified that I had a personal credit card bill from Wells Fargo. I never opened up a credit card with Wells Fargo, only have had a checking and savings account opened. I called them immediately to find out if this was a mistake. The agent made me aware that a personal credit card had been opened in my name online. When the agent made me aware of the purchases that was made, I realized that my former boss, XXXX XXXX XXXX, had opened up this account in my name. I made the agent aware of what had happened, and asked them if they would need a police report to go with the claim. The agent stated I did not, that I would make my statement and that would be it. In XXXX, I received a letter in the mail from Wells Fargo stating that the claim was denied and sent a letter for mediation. I completed the mediation paper and sent it back via mail. I also called the fraud department and made them aware that document was forthcoming in the mail. The agent stated that once the form was received, I would receive a phone call and a letter in the mail. Months went by and I didn't not receive any phone call or mail. The only documents I received in the mail was a credit card bill with late fees. I called and left a voicemail with the fraud department in XXXX, and still had not received a call back. I called again on XX/XX/XXXX and spoke with several agents. I first spoke with the fraud department. The agent made me aware that the claim was denied again in XXXX. I was never notified. The agent then made me aware that my credit card account, which has been closed since XX/XX/2021, was preparing to be charged off at the end of XXXX. I stated that the claim needed to be reopened since this was considered identity theft. The agent then stated that a police report would help. This made me confused since this was not directed of me in the beginning when I asked. Then, the agent transferred me to collections. The agent in collections directed me that I make a payment on the account to prevent the credit card account from being charged off. However, this was baffling to me since I never received notification that the account was going to be charged off, and also why would I need to make a payment if the account is under review? I also asked for a claim number. The agent stated that " with these disputes there aren't any claim numbers, just give the card number. '' I do not know the card number due to not ever having the credit card! Therefore, I do not have a claim number. I also tried to have my fiance listed as someone who is authorized to discuss this claim, since I work two weeks out of the month out of town and I am unable to be reached. They stated I would have to list her as an authorized user on the card, which is baffling since the account is closed and again, why would I list her as an authorized user on account that I never knew existed? This has been very stressful trying to receive a solution for this. Each time the claim was denied, I never received a reason why. They stated payments were made on the account. However, my former boss had access to my social security number and account information. The amount owed for this credit card is {$6100.00}, which includes months of late fees that accumulated throughout the investigations. I am asking that I am not held liable for this credit card and the credit card be removed from my credit report. I have filed a police report and the XXXX XXXX Police Department is handling an ongoing investigation since there is history of this guy committing fraud. The Police Report number is 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 explanation