Consumer complaint received 2022-03-02
Company: WELLS FARGO & COMPANY
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
On the evening of Sunday XX/XX/XXXX I discovered I had three charges on my Wells Fargo business card from XXXX totaling {$340.00}. My business card was attached to my XXXX account as I made a purchase for the business a year ago on XX/XX/XXXX. I checked my XXXX account and confirmed no unauthorized charges matching the transactions were ever made in my account. I immediately called Wells Fargo and told them I didn't make the charges, that someone must have my card number, and asked that the charge be stopped and a new card issued. I was told that the card will be canceled, a new number issued, and to report the Fraud in the morning on XX/XX/XXXX. On XX/XX/XXXX I called Wells Fargo and reported the fraud and I was informed that I would be credited back and that an investigation would take place and completed within 20 days. I was never given the credit and received a letter dated XX/XX/XXXX in the mail that Wells Fargo completed their investigation and determined the charges were valid. On XX/XX/XXXX I called the fraud department and informed them I didn't make these charges and I had proof showing purchases made on my XXXX account and also shipping addresses listed to the account. When I asked what items were purchased and where they shipped to-I was told that they would provide me their investigating documents in the mail, and they would open a secondary investigation allowing me to produce my documents. I received said documents dated XX/XX/XXXX in the mail which stated the vendor ( XXXX ) was able to verify my name and credit card information. I received a letter dated XX/XX/XXXX in the mail stating that Wells Fargo completed their investigation and found charges valid for the second time. My documentation was never asked for and no follow up was conducted by Wells Fargo with me as to acquire my proof through documentation. On Tuesday XX/XX/XXXX I contacted Wells Fargo and requested a Manager for the fraud department and for a third time complained that I didn't make said charges, advised I had documentation, asked why I wasn't allowed to provide it, why they let the pending charge post, and whether or not their secondary investigation obtained the shipping addresses proving that I had never received any items? I was told a case would be filed with an escalation team member and was transferred to a Wells Fargo Fraud Advocate who informed me they opened a case, gave me the case number, contact number, and told I would be notified by the case agent within 24-48hours and that I would be given the opportunity to provide my documentation and that it will be investigated. I received no contact and on XX/XX/XXXX I called the Escalation number and explained everything and was informed that the case agent reached out to me via US Mail on XX/XX/XXXX ( which I still haven't received ) I was then informed that he would contact me within 24 hours. Today on XX/XX/XXXX, Case agent called me and informed me that unfortunately the fraud case had been closed and there was nothing he could do. I asked about forwarding my documentation and was informed that he would have to request that the fraud department handle this, that he could not accept it. I was then transferred back to the very same Fraud Department who transferred me to the Escalation Case Agent and after questioning them as to what supporting evidence they had that the charges were valid, I was told the Vendor was able to verify my name, email, address, and card number. Wells Fargo never obtained shipping addresses or what was purchased from XXXX. I was then told that the matter was closed, but I could fax supporting documentation and a letter with my credit card account information on it and Statement to them and they may consider it. I have to fight this hard for {$340.00} worth of unauthorized charges I did not make. I also have filed a Police Report as of today and I am waiting for a permanent case number.

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