Consumer complaint received 2020-10-04
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: Card was charged for something you did not purchase with the card

Complaint:
To Whom It May Concern : I have a credit card with Wells Fargo that I opened over 7 years ago as a college XXXX. I seldomly use this card and pay it off right away. This has been the case for every month since the inception of this card. 

On XX/XX/XXXX I opted to use this card to make an online purchase on the website XXXX After searching around for a particular pair of sneakers I came across this site and purchased 2 classic pairs of XXXX XXXX XXXX sneakers. These were meant to be a gift to a collector friend of mine whom lost a few family members due to XXXX. This purchase totalled approximately {$1500.00} and with expedited shipping it was approximately {$1700.00}. 

Weeks went by and the item had not been delivered. I was going to wait for the expected ship date before calling the company. To my surprise approximately one month later on XX/XX/XXXX, Wells Fargo emailed me and texted me that suspicious activities were taken place on my card. A {$250.00} charge from XXXX was declined. A charge I did not authorize, approve or solicit. 

I called Wells Fargo as I was instructed to do so and mentioned to them that i did not make this purchase and also that my original purchase was never delivered and I was a victim of undelivered goods from the website XXXX. 

I was assured this was not an issue, they would file a dispute and mail me a new card. I immediately logged in to my account but could not see my card listed, I assumed this was because it was being reset. 

On XX/XX/XXXX a {$1800.00} charge appeared on my account and a few days later XX/XX/XXXX a {$3400.00} charge appeared on my account. I was made aware of this by the wells fargo fraud department. 

They called me and asked if I was in the possession of my card. I confirmed that I was ( I had not received a new one ) and they proceeded to tell me that suspicious charges were coming up on my card. They described the charges {$1800.00} and {$3400.00} and said they were from XXXX. I mentioned to them I did not make these purchases and that they were fraudulent charges. 

They said they must have continued to schedule charges on this account and that they would chargeback the activity and send a new card immediately. 

Within days the new card arrived, my balance seemed to have been fixed but to my surprise within 24 hours of activating my new card the two fraud charges were once again billed to my card. {$1800.00} and {$3400.00} a total of {$5300.00}. I was in shock given that the limit on this card is {$5000.00}. I immediately called wells fargo and I was told my fraud claims were denied because I was in possession of my card and had done business with this merchant before. 

Now I am a victim of fraud charges that exceeded the limit of card. I have been working to defend my case with Wells Fargo and have been spending hours trying to communicate with a dubious XXXX merchant with no listed phone number who will not return my emails and I have been applying for " claim reconsideration '' with wells fargo. 

I am losing sleep, and stressing. A very intentional purchase led me to be scammed, not receiving any goods and having thousands of dollars charged to my account. 

The bank is asking me to reach out to the merchant ( which I have and have had no answers ), they have denied my claim and asked me to apply for reconsideration of claims. I worry this maxed out credit card will effect my ability to purchase a home and I am being mistreated as if though i am the criminal from my own bank. 

PLEASE HELP ME.

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 non-monetary relief