Consumer complaint received 2020-03-27
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
I observed a {$16.00} payment on my Wells Fargo Visa account for an expressed mailed credit card on XX/XX/XXXX. I called Wells Fargo as soon as I discovered this to inquire about the {$16.00} fee and report that neither my husband or myself, as it is a joint account, requested a new card. We then reviewed our online credit statement and observed a {$100.00} cash advance payment with a {$10.00} advance fee. I then phoned the Well Fargo Fraud Department and spoke with XXXX at which time I was instructed by him to report to a Wells Fargo branch bank in person with photo ID 's and that a " hold '' would be placed on the credit card. Also, I was informed that our address of 22 years had been changed to a XXXX XXXX area on the Wells Fargo credit card account. The agent cancelled the compromised card and I requested a new credit card to be mailed ( not express mailed ). Upon further investigation on our part we discovered more {$100.00} cash advance withdrawals with a {$10.00} cash advance service fee. We reported to a Wells Fargo branch bank at XXXX XXXX XXXX, XXXX, FL., and spoke with banker XXXX XXXX who in return made phone calls to their fraud department to report this issue. We received a credit for 5 fraudulent transactions with the {$10.00} service fee. 
On XX/XX/XXXX, we observed that our credit card balance was {$290.00}, the next morning the balance increased to {$840.00} without us making any charges. Again, we went back to the same Wells Fargo branch and spoke with banker XXXX XXXX, who made calls to inquire about the sudden increase in the balance. She indicated that Wells Fargo added the five {$100.00} payments back to our account. We again reported fraudulent use of our credit card which then amounted to ten {$100.00} cash withdrawals and the additional {$10.00} service fees for each transaction. On XX/XX/XXXX, I called Wells Fargo again and spoke with XXXX ( correct spelling of name ), who reported that the first claim was denied and that the second claimed was dated XX/XX/XXXX. On XX/XX/XXXX, My husband and I spoke with the branch manager, XXXX XXXX, and banker XXXX XXXX at Wells Fargo, XXXX XXXX XXXX XXXX, XXXX. After numerous phone calls, they indicated that they requested an additional " elevated '' investigation and that we would get the results via phone in 24 to 48 hours On XX/XX/XXXX, I called Wells Fargo and spoke with XXXX with customer service who transferred me to XXXX, a specialist in the fraud department and credit card claims, XXXX reported that no " elevated " investigation was requested and that a reconsideration was recorded on XX/XX/XXXX. I received a correspondence dated XX/XX/XXXX regarding the resolution of the dispute indicating that Wells Fargo conducted a research on the claim which resulted in no fraud found because the transaction was made using my credit card pin. Because your card and pin was in your possession at the time of the transaction, we have concluded that the charge is valid. Any temporary credit your card may have received will be reversed and the amount will be reapplied to your balance. On XX/XX/XXXX, I spoke with XXXX of customer service, to inquire about the pin number the perpetrator used to gain access to my credit card account. She stated that pin numbers are confidential however, she confirmed to me that the pin number was changed on XX/XX/XXXX by an unidentified person portraying themselves as me. I did not make a request for a change in pin number. At this time, the total amount loss is {$1100.00} with all charges coming from the XXXX XXXX area. 
We have been a customer of the Wells Fargo credit card since XXXX. We have resided at same address since XX/XX/XXXX. According to the evidence, we have never been to where the address was change ; we did not request the address change, the rapid charges that occurred are not historical patterns of credit expenditures and we have no knowledge of receiving a pin number for our credit card pin, nor have we ever used the pin number for cash advances. All factors are indicative of fraudulent exploitation. Me and my spouse are an elderly couple with compromised health. Our resources and savings are a livelihood and we have exhausted ourselves with this unauthorized use of our funds. We have been overwhelmed with the effort to provide evidence and advocacy. We expect this matter to be resolved immediately and that our account to be credited for the fraudulent charges and fees in the amount of {$1100.00}. 
Documents can be provided upon request.

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