Consumer complaint received 2023-09-27
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit 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:
I previously had a Wells Fargo Visa credit card that was hacked and used in an identity theft event to make an unauthorized purchase. 

So Wells Fargo cancelled and inactivated that card so it could no longer be used, and also sent me a new, replacement card with a NEW credit card number. 

However, when the new card arrived, I decided I no longer needed this new, replacement credit card, so I NEVER activated it and tossed it somewhere ( it's probably in a drawer somewhere in the house... ). 

I am still paying off the balance on the old, hacked credit card. 

Well, on XXXX XXXX I paid a cable bill using my current DEBIT card ( I no longer use credit cards ). 

The cable company got paid twice ( which is fine since there's always an ongoing, monthly balance on this bill ). 

BUT, the XXXX charge was charged to that credit card that I NEVER activated. 

I used to receive a text message indicating a charge whenever I used that old credit card ( with the last XXXX digits of the credit card used ), so when I paid the cable bill over the phone, I thought it was strange that I got a text message saying the cable bill amount paid was charged to my credit card, BUT I did NOT recognize the number it included. 

Turns out I didn't recognize it because it was the last XXXX digits of that replacement card I NEVER activated. 

Wells Fargo has tried to continue blaming the cable company for supposedly making that XXXX charge against the old, hacked, inactivated credit ( though when I paid the bill on the phone, I only authorized one ( 1 ) charge against my debit card, NOTHING more ). 

The point I tried to make with Wells Fargo was what was the use of cancelling the hacked card so it couldn't be use but charging the replacement credit card I NEVER activated, when they would just allow a charge I did NOT authorize to go through anyway. 

Some credit card security. 

They are refusing to move forward unless I also give them my DEBIT card number that was CORRECTLY charged for the cable bill amount. 

I'm refusing to give it to them because that's just another number they can make screwups with - I have no dispute about the amount charged to the DEBIT card. 

Wells Fargo has a history of screwups they've REFUSED to resolve - the last one involved 2 different HOAs for 2 DIFFERENT residences in 2 DIFFERENT cities ( the 2 different HOAs may have used the same bank ).

I paid the monthly HOA dues for one residence but Wells Fargo credited it to the OTHER, totally different HOA- it looked like someone at WF was just too lazy, saw the designation " HOA '', and just dumped the dues money into the first HOA bucket they saw. 

This HOA dues issue was NEVER resolved by Wells Fargo- I simply got a refund from the one HOA who incorrectly received it and paid it to the correct HOA.

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