Consumer complaint received 2023-01-04
Company: WELLS FARGO & COMPANY
State: PA
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 have been disputing a scam with Wells Fargo since XX/XX/XXXX. They have done absolutely nothing to protect me as a consumer and are looking to profit off of the interest earned from scam. 

A merchant was able to scam and double charge me by running my credit card multiple times until wells blocked transaction. The merchant told me that I needed to accept the transaction and then sign a new receipt because of this. This resulted in me being double charged {$3600.00}. 

When disputing this with Wells I was told because I signed receipt I had to call the merchant. After I spoke to merchant and they refused to reverse the double charge I realized I was being scammed. I escalated within Wells Fargo. 

The person on the escalation team said to me on a recorded line that I was scammed ( apparently the scam is portrayed in some movie she saw. Seemed excited to talk about it ). However because I signed the receipt there was nothing they could do. I continued to submit new evidence to support the fact I was scammed such as XXXX XXXX, obvious forgery of my signature on the invoices provided by merchant, XXXX reviews of other being scammed the same way. They continued to tell me I needed to provide new info and there was nothing they could do. 

After that I called XXXX XXXX to report the scam but they told me there's nothing they could do and need to call the bank. I reached out to XXXX XXXX XXXX XXXX but the XXXX lawyer they referred me to wouldn't even talk to me. I reached out to multiple lawyers and have not even received a response. 

After months of striking out trying to get help reversing the charge I decided to just cut my losses and pay the charge. I have had perfect credit my whole life and this transaction sitting there is destroying my credit. I don't have the cash but I was going to borrow against my XXXX or withdraw from ira to pay it. 

I reached out to Wells to try and settle. At a minimum I wanted to reverse the interest earned while disputing this transaction. I have been unable to discuss it with anyone. When I ask to escalate the situation the person never discusses what we are escalating, who we are escalating to, why we are escalating, what the potential outcomes could be. I have offered to pay all of the original transaction amounts. However I have yet to speak to anybody who could actually make that decision. Even though I have made every payment to them across multiple lines of credit over 10 years. 

Wells fargo has done nothing to protect me as a consumer, a victim, and a customer to their institution. Any steps they have taken were just checking a box to prevent further action from gov entities. There has been XXXX actual help or concern demonstrated. In fact without their text alert system this scam would not have been possible. 

Wells Fargo is once again looking to profit from scams within their consumer lending division.

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