Consumer complaint received 2023-08-29
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit 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:
XXXX XXXX XX/XX/2023 Consumer Financial Protection Bureau 1700 G Street NW Washington, D.C. 20552 I am submitting this complaint to express my serious concern over the handling of a fraudulent transaction on my Wells Fargo credit card, which I believe has not been investigated diligently or rectified appropriately. 

On XX/XX/2023, an unauthorized transaction was posted to my credit card account. This transaction was not made by me ; nor did I authorize it. By the time was I was able to thoroughly review my bank account ( 6 different business accounts, and 4 different credit cards, all with multiple big ticket transactions daily ) It was XXXX, Almost 2 and a half months later. My accountant had requested that I help categorize a out of place transaction. Immediately I realized that I had been stolen from. Upon noticing the fraudulent charge, I immediately notified Wells Fargo and disputed the charge. 

Shockingly, Wells Fargo 's subsequent communications were significantly lacking both detail and transparency. I finally received an actual letter from wells fargo on the XXXX of XXXX. Their response letter did not contain the claim number, nor did it reference the fraudulent transaction under dispute. These omissions obstructed my ability to understand the status of my case and added unnecessary confusion to the situation. And even more confusion has been added now that wells fargo has changed my account number, yet placed the previous fraudulent transaction once more on the new account with now a new date, the XXXX of XXXX. Now without any access to a claim number, I am denied any help from wells fargo customer service, because my transaction in question is different and on a different account number. I am completely in shock with the pure lack of empathy or communication from wells fargo. 

At the conclusion of their initial investigation, I was informed that the investigation was complete, and that the disputed transaction was determined to be authorized by me. This perfunctory, impersonal communication gave an impression of the matter being treated dismissively. It seemed as if the letter was hastily copied and pasted without due regard for my specific circumstances. I was decleared responsible for the payment of this unauthorized transaction and my case was closed. 

As per the Fair Credit Billing Act ( FCBA ), a federal law designed to protect consumers from unfair billing practices, I have the right to dispute unfamiliar charges and expect a thorough investigation of the matter. Wells Fargo 's conduct in this situation appears not only unprofessional but possibly non-compliant with the act 's mandates. 

I kindly request your intervention in ensuring that Wells Fargo adheres to all FCBA stipulations during their reinvestigation of this disputed transaction. 

Thank you for your prompt attention to this matter. I trust that you will oversee that this matter is resolved swiftly, respectfully, and with full observance of my rights as a consumer.

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