Consumer complaint received 2023-04-28
Company: WELLS FARGO & COMPANY
State: AZ
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:
My credit card information was stolen and used to make a series of fraudulent charges from XXXX XXXX XXXX. This was a card I hardly used and I had the card on autopay so this went unnoticed until XX/XX/XXXX. The charges started off small ( which is how I didn't notice it among my other payments ), but then became much larger starting in XXXX. This change prompted me to see what had been occurring for months, so I reached out to Wells Fargo for assistance in resolving this issue and reimbursing me for fraudulent charges. 

I called Wells Fargo to report fraud. I went through each charge from XXXX XXXX XXXX and documented the fraudulent charges. There were 57 charges which totaled {$1500.00}. After this call, I was supposed to receive a letter confirming the case was opened and notice of a resolution within 15-20 business days. Neither of these things happened. The only follow up that was executed was that they closed that card number and sent me a new credit card to use which I received in the specified 7 business days. 

On XX/XX/XXXX, I called the fraud department again to check on my case. I had received a few hundred dollars in reimbursements, but the rest was not reimbursed and I had not received any correspondence that the case existed. When calling the second time, I learned that my claim had been mostly denied because by continuing to pay my credit card on autopay, I had " accepted responsibility '' for the charges- according to Wells Fargo. I had them re-open the claim, went through each of the charges with them again, and was told I would receive a letter confirming that the case was opened and a notice of the outcome within 15-20 business days. 

On XX/XX/XXXX, I called the fraud department for two reasons. First because I received a notification that my card was attempted to be used for a charge that I recognized as fraudulent. Since the card was turned off, the charge was denied, but I was confused how this card could have already been stolen again when I had not attempted to use it. Second, I wanted to check the status of my fraud claim since I I had not received any further reimbursements. 

The fraud department once again closed my card and is sending me a new card. The fraud department told me that my claims had been denied again because I " accepted responsibility by paying my credit card. '' I once again re-opened a claim and was told that I will receive confirmation that the claim exists. Based off the previous responses, I am doubtful that I will receive resolution and therefore am escalating this issue. I am becoming skeptical my fraud claims are being opened and investigated. According to federal law, I should not be financially responsible for fraudulent claims made within 60 days of reporting them, and many of the fraudulent charges that were within 60 days of XX/XX/XXXX were not reimbursed by Wells Fargo. 

I am hoping by escalating this issue I can receive reimbursement for the fraudulent charges made on my Wells Fargo credit card.

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