Consumer complaint received 2020-03-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit 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/XXXX I received my XXXX  bill to my disbelief there was over {$7700.00} of charges on my bill that were not mine. I immediately called the number on the back of the card Well Fargo. At first the person was extremely rude wanting to know when I would be making a payment, mind you my card had never been late. I continued to explain that my card had been compromised and I need to speak to someone about canceling this account and protecting my credit. I spoke with XXXX who said he could take care of me and was sorry for the other persons attitude. He wanted to know if I had my card with me and I told him yes it was in my safe with me it is not lost, my card was an XXXX XXXX XXXX card. He said I would need to make a police report which I did on XX/XX/XXXX report # XXXX, and he was sending me some papers to fill out, after I filled them out please send them back.Wells Fargo case # XXXX. They were going to send me a new card I told them I wanted the account canceled. That fell on deaf ears as they sent me a card anyway, and it was a different card number. He gave me a number to the fraud dept XXXX so I could contact them with any questions open M-F, XXXX Central time. On XX/XX/XXXX I called this number at XXXX and spoke with XXXX in the fraud dept. She told me to continue to make my payments while they corrected this issue, and they would be in touch. My payments were made as usual, they took off the Fraud charges, then I started getting late notices in the mail.When I called I was told I had not made any payments, which I explained to them that I had so where was my money going.I had all my bank info as to when my payments were made. XX/XX/XXXX {$140.00}, XX/XX/XXXX {$150.00}, XX/XX/XXXX {$150.00}, XX/XX/XXXX {$150.00}, XX/XX/XXXX {$150.00}, XX/XX/XXXX {$150.00}. All of these payments were more then what was due where is my money? I find out that not only did they change the card number they had also changed my entire account without even informing me. So all my payments were going to the air somewhere, and were not being credited to my account. I once again called the fraud dept on XX/XX/XXXX XXXX and they told me that the money was with them. I asked why it had not been credited to my account. They said they would get back to me. The last time I called was in XX/XX/XXXX then I was told that they had changed my account number and I was paying the wrong account ... .I informed them I had no idea they had changed my account number as well as the card number. they said my account would be readjusted. I continued to be charged late charges in XX/XX/XXXX, they waived {$130.00} in late fees but why was my payment {$190.00} when my payments were never late? They were never more then {$150.00}, I always paid more then what was due. This continued thru XX/XX/XXXX they kept giving me the run around in the meantime I still made my {$150.00} per month payments. In XXXX of XXXX I finally said XXXX it I paid the so called late fees and moved forward never getting the issue taken care of. Then of course they raised the interest rate on the card as if it were my fault, to charge me the victim more ... ... ... 

Fast forward to XX/XX/XXXX received my bill from XXXX opened it to find that once again I have fraud on my account ... .Called and spoke to XXXX in the Fraud dept who informed my they would open a new claim. She would be sending me papers in the mail I told her I WANT THIS CARD CANCELED. XXXX has lost a card holder Was extremely upset that Wells Fargo did not do a good job at protecting the clients of XXXX. This is the second time this has happened, she asked if I had any other issues with my other cards and I informed her no I don't, they send text messages when my cards are used and they call when a transaction looks suspicious. I thought you had a flag on my account? she said there is a flag so I asked then why did this happen? she said it slipped through the cracks. Seriously. I'm afraid they will damage my credit more with their FRAUD I feel as though someone on the inside is doing this to us the consumers and we have to fight for years to correct something that's not our fault to begin with. We are the victims and we still get victimized by the crooked companies. This is stressful, and unfair to have to disrupt my life to have to do the work of Wells Fargo. I want this account taken back to the original interest rate that I had before the first compromise in n XXXX, I want compensation for my stress and the extra work that I've had to do to protect my credit. I want this account closed and never opened again.

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