Consumer complaint received 2016-09-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Dear XXXX XXXX, I was disappointed to hear that my claim had been rejected and found it personally offensive that 1. It was insinuated that I made a fraudulent claim. 
2. Due diligence was not pursued prior to making such claim against me. The vendor which you refused to reimburse my claim for was not contacted even after I had indicated during my claim process had contacted me and asked if the purchases were made by me specifically because the purchases were not consistent with my purchase history/frequency. 
3. That the debt was returned to my account without prior notification In addition I found the claim process to be insufficient for the following reasons. 
1. Upon initial contact I informed of the charges I was aware of being incorrect and requested that the funds be removed from my debt. After ~1 month I checked the account and determined that the funds had not been returned. I followed up with the claims department and was notified that the internal filing was submitted without any of the previously discussed transactions logged ( i.e. you filed a fraud claim and issued a new credit card but did not log any fraudulent charges ). It would be my expectation that there would be an internal quality control that did not allow for such a mistake. 
2. Upon follow up I requested to be able to email the charges disputed so that I would have documented evidence of the claim. I was informed that this was not possible. This puts your clients at a disadvantage as they have no records with which to dispute issues. 
3. When I requested to speak to a supervisor to report that this error had happened so that it would not be unnoticed I was informed that none were available. I find this to be irresponsible as your staff was unable to address the problem 4. I missed the follow up call from a supervisor and had to call back but needed to leave a message as nobody picked up. I left my contact information and requested a call back but never received one. 
I had to call back a 3rd time to determine what recourse if any I had, and was informed that to dispute the decision I would need to reply by mail and that there would be another 30+ days before a decision would be made. This was insufficient in that the duration further extended the time I had to wait for a resolution, and because I was not informed that under US Banking regulations ( Regulation Z - The Truth in Lending Act ) I was not obligated to pay the disputed amount. This omission is pernicious and misleading. 
Attached you will find emails from the retailer XXXX indicating that they have documented in their systems that the activity I reported has been determined fraudulent in their systems and they are willing to assist with the investigation that Wells Fargo should have taken to resolve this issue in the first place. 
The fraud claims department has not : 1. Employed systems to ensure correct documentation of claims 2. Ensured customers have access to claim documents 3. Reduced the burden of the customers to follow up for information and be notified of change in status 4. Ensured management is available to intervene when greater authority is needed 5. Investigated claims thoroughly before determining customer wrongdoing 6. Provided proper management of the fraud claims department to ensure customers are not unduly burdened to follow up and provide their own investigative proof to be reimbursed for fraudulent activity I am reporting this to the Bureau of Consumer Financial Protection on the grounds that Wells Fargo is rejecting customer claims without conducting an investigation, and that they are not informing their customers of the rights they have to withhold payment of the disputed amount.

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