Consumer complaint received 2022-05-27
Company: WELLS FARGO & COMPANY
State: TX
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:
XX/XX/XXXX : I received a phone call claiming to be Wells Fargo to inform me of potential false charges on my account. They had my cell phone number, credit card number & address. They confirmed my identity by texting my cell phone. I did not give any personal or identifying information. Because I was uncertain of the legitimacy of the call, immediately after, I contacted Wells Fargo directly via phone. The representative stated Wells Fargo never called me to report false charges. I had both my credit card and debit card deactivated as a precaution. 
XX/XX/XXXX : False charges first appeared on my credit card account but were dated to have occurred on XX/XX/XXXX. The charges appeared as follows : 1. $ XXXX XXXX 2. $ XXXX XXXX XXXX 3. $ XXXX XXXX XXXX As soon I saw the charges, I contacted Wells Fargo via phone to report the fraud. The representative stated the charges would be reversed and an investigation would take place. They reassured me I would not be held responsible for these charges. The money was credited back to my credit card account that day. 
I also filed a police report to XXXX XXXX that day to report the fraud. Report # XXXX XX/XX/XXXX I received a letter in the mail from Wells Fargo dated XX/XX/XXXX stating " We have completed our research of your claim about unauthorized transactions on your Wells Fargo credit card account. We have found that no fraud occurred or that the transactions were authorized. '' The charges were then added back to my credit card account. I called Wells Fargo after receiving the letter and they stated they would re-open the case per my request and also file a complaint to the executive committee. They stated I would be expected to receive a phone call from the executive committee within 24-48 hours. 

XX/XX/XXXX I called Wells Fargo after not receiving a phone call. The representative assured me the case would be re-opened and I would receive a phone call from the executive committee within 24-48 hours. 

XX/XX/XXXX I called Wells Fargo again after still not having received a phone call. The representative stated that he would have a supervisor call me within 24-48 hours. 

XX/XX/XXXX I received a phone call from Wells Fargo. The representative stated that he was a supervisor and had reviewed my case. He stated my case was officially re-opened for review. He indicated that my case had been improperly handled and had not been considered fraud in the first review. He stated my case absolutely classifies as fraud but he could not guarantee that the charges would be removed. He stated that Wells Fargo had received the faxed police report and that he expected the charges would be reversed after further review. However, it would take 10-15 days until I hear anything further. To date, I still have the total amount of {$8200.00} owed on my credit card account which I did not spend.

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