Consumer complaint received 2023-01-24
Company: WELLS FARGO & COMPANY
State: OH
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 opened a credit card with Wells Fargo in XX/XX/XXXX in order to make two large purchases- to have carpet installed in my home by XXXX XXXX XXXX  and to buy a new sectional couch from XXXX XXXX because they were offering 0 % APR for 12 months. I subsequently made those two purchases and set up automatic payments, often paying more than the monthly minimum in hopes of paying off as much as possible before the 12 month promotional period ended and interest would kick in, and I did not use the card once more in 11 months. In XXXX, XXXX I was notified via text of suspicious activity on my account so I called into Wells Fargo and they confirmed that the FOUR charges of {$300.00} at a XXXX gas station were not authorized and I was told they'd be reversed from my account. I confirmed a day or two later that they were no longer there, and a few weeks later when I received my annual bonus I decided to use a good portion of it, approximately {$3000.00}, to pay off the majority of my remaining balance. I then noticed a few days later that Wells Fargo deemed the charges not to be fraudulent and the charges were placed back onto my account. I disputed once again and was told to wait 12-20 business days for a resolution. 20 business days later I once again was notified that the charges were placed back on my account, so I once again called to dispute and was told it would be another 12-20 business days. I have since called a handful of times to get a better understanding of why these charges are not being reversed, but every time I call I'm told there is another " Account Manager '' handling my claim and every single time I call they are always on lunch and unavailable - I've called at XXXX, XXXX and XXXX and I get the same answer every time - " they're on lunch but they will call you back today '' - I have not received a single call from anyone, ever. I've asked for their direct line several times but they are unable to give it to me and they also refuse to give me more than their first name, last initial. I can not wrap my head around how anyone could look at an account that has 0 charges over 11 months and authorize FOUR IDENTICAL CHARGES of {$300.00} at a gas station that is over 40 minutes away from my place of work, the place I can prove I was at from XXXX - XXXX EST the day the charges took place, and unfortunately the XXXX XXXX Wells Fargo refuses to help me to understand or to put me in contact with anyone that handles these claims - every time I've called I get an operator, when I ask to speak with management I'm given the run around, and I have never once spoken to an actual account manager. I have explained several times over that I am in the process of selling my home and will be moving to a different city on XX/XX/XXXX, and that my wife and I are 5 months pregnant through IVF and all this was also happening on XX/XX/XXXX, so there is a possibility someone could have obtained my card from the ample amount of people coming in and out of my place to look it over as we've had it on the market, but every attempt to talk to someone has fallen on deaf ears. I have an XXXX XXXX XXXX and a perfect payment history across several credit cards ( including Wells Fargo ) with several different banks and credit unions, a 6 year mortgage, an auto loan and a personal loan we took out in XXXX for our wedding. I have attempted to explain that I can provide ample proof of all this several times over to at least 10 different people, but nobody will listen and I am at my wits end. This is negatively effecting my credit score and nobody from Wells Fargo seems to care to listen or help me resolve this issue, and my last resort is submitting this claim in hopes that there is a resolution. I've done a lot of research and it seems Wells Fargo is infamous for denying fraud claims and I also know from new stories in the past that they are overall a very unethical company to do business with. It's my hope that along with getting this resolved, at least one other person will read this complaint and decide against doing any sort of business with them.

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