Consumer complaint received 2026-01-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally file a complaint against Wells Fargo Bank regarding their denial of my fraud claim, Claim # XXXX, involving unauthorized transactions totaling {$3900.00}. 

On XX/XX/XXXX at approximately XXXX XXXX, I received a phone call from an individual identifying themselves as the Wells Fargo Fraud Department. The caller stated the call was being recorded and advised that they had detected suspicious activity on my account that did not appear to be normal. During the call, I was sent a one-time verification code to my phone, which I was told was required to verify my identity. 

While on the call, I logged into my Wells Fargo account and observed several pending XXXX XXXX transactions in the following amounts : {$2000.00}, {$1000.00}, {$500.00}, {$370.00}, {$100.00}, and {$800.00}. I also noticed that one {$800.00} amount appeared as a credit. I immediately questioned these transactions, as I have never used XXXX XXXX to send money and had only received a single deposit from a friend in the past. The XXXX XXXX card existed only within my digital wallet, linked to my Wells Fargo debit card. 

The caller placed me on hold multiple times, stating they were verifying the charges because it was obvious this was not normal activity for my account. During this interaction, I became increasingly concerned that something was not right. At one point, I hung up the phone and immediately called Wells Fargo directly using the official phone number to report what had occurred and to protect my account.

I never authorized these transactions, nor did I knowingly provide consent for anyone to access or remove funds from my account. I was in possession of my phone and debit card at all times. Despite this, Wells Fargo has repeatedly denied my claim, stating that because my phone and card were not physically stolen, the transactions do not qualify as fraud. This determination is inconsistent and unreasonable. Multiple Wells Fargo representatives have acknowledged that the transactions in question do not reflect normal activity for my account, yet my claim has nevertheless been denied. Additionally, approximately five years ago, I experienced a separate fraud incident in which nearly {$1000.00} was wired out of my Wells Fargo account while I was still in possession of my debit card at a baseball game. In that instance, Wells Fargo approved the refund. The treatment of these two materially similar situations is concerning. In the current financial environment, where impersonation scams and social-engineering fraud are widely recognized and increasingly sophisticateda term Wells Fargo representatives themselves used during my callsfinancial institutions are well aware that consumers can be deceived even while retaining possession of their phone and debit card. Physical possession of these items does not constitute authorization, particularly when the transaction pattern is clearly abnormal. 

The total loss of {$3900.00} represents a significant financial hardship for me. I am a single mother with essential bills and living expenses. These funds were my hard-earned money, and it is unreasonable to suggest that I would voluntarily transfer nearly $ XXXXespecially in irregular amounts such as $ XXXXwithout cause. 

In addition to contacting Wells Fargo, I also contacted XXXX XXXX to report the unauthorized transactions. XXXX XXXX, through its issuing bank, XXXXXXXX XXXX XXXX also denied my claim. Despite notifying all involved institutions promptly, I have been left without recourse, and the unauthorized loss remains unresolved. 

I respectfully request that the Consumer Financial Protection Bureau review this matter and assist in ensuring Wells Fargo conducts a fair and thorough reassessment of my claim. I firmly maintain that these transactions were unauthorized and meet the definition of fraud under consumer protection standards. 

Thank you for your time and consideration. I am also happy to provide any additional documentation or information needed to support this complaint. Have a nice day!

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