Consumer complaint received 2026-03-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On approximately XX/XX/XXXX, I discovered a balance transfer in the amount of approximately {$7300.00} posted to my Wells Fargo credit card account. I have no knowledge of when this balance transfer was initiated. I did not authorize this transaction, did not request any balance transfer, and did not give anyone permission to access my account to conduct this transfer. I initially contacted Wells Fargo Bank in XXXX and XX/XX/XXXX regarding concerns about unauthorized activity. Specifically, on or about XX/XX/XXXX, I reported the balance transfer as unauthorized, fraudulent, and the result of identity theft. Instead of properly filing a fraud claim regarding the unauthorized balance transfer, Wells Fargo reported my account as lost or stolen. No fraud claim concerning the balance transfer was submitted at that time, and no investigation into the unauthorized transfer was initiated. On XX/XX/XXXX, I contacted Wells Fargo to obtain the status of my fraud claim. During that communication, I was informed that no fraud claim had been submitted regarding the balance transfer. I then requested that a formal claim be opened on that date. Wells Fargo completed its investigation on or about XX/XX/XXXX, under Case Number : XXXX, and determined that the balance transfer was not fraudulent. However, they did not provide any explanation, documentation, or evidence to support this conclusion. I contacted Wells Fargo again on or about XX/XX/XXXX, and XXXX, XXXX, requesting : Copies of the investigation findings Documentation showing how the balance transfer was authorized The method of authentication used ( online login, phone authorization, recorded consent, IP address, device information, etc. ) Any signed documentation or recorded authorization Wells Fargo refused to provide copies of the investigation or any details regarding how the investigation was conducted. I maintain that : I did not initiate or authorize this balance transfer. I did not provide consent to any third party. I did not benefit from this transaction. Despite promptly reporting the unauthorized transaction, Wells Fargo failed to properly document my initial report, delayed opening a fraud claim, and ultimately denied the claim without providing any explanation or supporting evidence. I am requesting that Wells Fargo : Provide full documentation demonstrating how this transaction was authenticated and authorized. Reverse the unauthorized balance transfer of approximately {$7300.00}. Remove any associated interest, fees, or negative credit reporting related to this transaction. Provide a written explanation detailing the basis for their determination. I am seeking correction of my account and confirmation that I will not be held financially responsible for this unauthorized transaction.

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