Consumer complaint received 2023-10-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was alerted by text from Wells Fargo on XXXX  asking my if I made 2 purchases in the amounts of {$11.00} from XXXX and {$13.00} from XXXX. I immediately replied 'N ' for 'No ' that I didn't make these purchases, and the text thanked me and said my debit card ( which purchases were made on ) was blocked and to call them on this. I checked my bank account, and along with these two charges listed, I saw 3 more charges pending, ( all charges were out of XXXXI live in California ) on XX/XX/23 for {$13.00} from XXXX, {$13.00} from XXXX, {$13.00} from XXXX. There was also another charge on XX/XX/23 ( cleared on XX/XX/23 ) for {$14.00} from XXXX in Texas and I reported all of these 6 charges as fraudulent. There was also a {$5.00} XXXX charge out of Texas that Wells Fargo fraud department asked me about, and I told them I made this charge. Then on XX/XX/, I found several letters in my mail box stating the {$11.00} XXXX in TX charge was reversed but they denied all my other claims as there was no error made in these charges. I immediately called on XX/XX/ to Wells Fargo fraud department to say this was wrong, and was told it was my fault and my claim was closed. I went into my Wells Fargo branch, and a staff helped me and also called Wells Fargo fraud department and they told her it was my error, this was closed and they would not reopen this-or even discuss the error. This staff person put in a complaint to a higher up on my case to help me, since the fraud department would not talk to me and told me I would hear back in 48 hours. Meanwhile, I looked at the letters I had received, one of them denied my claim for {$96.00}, which was the wrong amount of the 5 fraudulent charges Not reversed above. I called again to Wells Fargo fraud department on XX/XX/ to ask them to read me all of the charges filed in my claim. They read the charges I submitted above ( {$13.00}, {$13.00}, {$13.00}, {$13.00}, and {$14.00} ), along with the XXXX charge for {$5.00} ( which I specifically asked them to remove ) and a charge for {$21.00} from a restaurant called XXXX XXXX XXXX XXXXwhich I never put in there. I explained to the Wells Fargo person that this claim was incorrect, and I did charge XXXX XXXX and XXXX charges and never put these in and needed to refile the claim correctly. This person tried twice to go to higher ups in the fraud department and I was told my case was closed, regardless if it was wrong, and I could not reopen my claim correctly. I also explained to this person that Wells Fargo was the one who alerted me to the fraud in the first place, so they knew about this, and I specifically had replied 'N " when they asked me if I made the {$11.00} or {$13.00} charge and had proof of this, so I wanted to know why they didn't at least reverse the {$13.00} when I indicated I didn't approve this. Again, I was told my case was closed, that a complaint to someone higher up on this was made and they would get back to me within 24-48 hours from when my complaint was made on XXXX XXXX XXXX XXXX  and I have never heard from anyone at Wells Fargo. I have filed a claim with XXXX XXXX and am in the process of completing the paperwork.

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 monetary relief