Consumer complaint received 2026-02-25 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: WA

Complaint narrative:
I am submitting this complaint due to concerns that Wells Fargo did not conduct a reasonable investigation as required under Regulation E ( 12 CFR 1005.11 ) in multiple disputed transactions. I timely reported the disputed transactions. However, the investigations were closed with a generic statement that my card and PIN were validated, without providing supporting documentation or technical evidence demonstrating how that determination was made. This complaint is not simply about fraud ; it concerns whether Wells Fargo complied with its federal obligation to perform a reasonable, good-faith investigation. Specifically : XXXX. XXXX XXXX XXXX ( {$480.00}, XX/XX/year> ) I did not purchase or travel on this flight. Airline transactions generate passenger name records ( PNR ), booking confirmations, email confirmations, and identity information tied to the ticket. Wells Fargo denied the claim but did not provide : Passenger name associated with the ticket Booking confirmation or PNR Method of authentication used to authorize the transaction IP address or digital authentication logs Evidence of XXXX Secure or equivalent authorization If the transaction was properly investigated, this documentation should exist. XXXX International Transactions ( XXXX XXXX and XXXX XXXX Transactions such as : {$280.00} XXXX ( XXXX XXXX XXXX XXXX ( XXXX XXXX These are international, higher-risk transactions that should trigger enhanced fraud review protocols. Wells Fargo denied the disputes but did not provide : IP address data Device authentication information Digital authorization method Evidence of customer authentication Risk review documentation A reasonable investigation requires more than stating PIN validated without documentary support. 3. Alleged PIN Validation Wells Fargo stated that my card and PIN were validated for certain disputed transactions. I formally request : Terminal ID Exact transaction timestamp Location verification data Method of PIN verification Authorization logs Without providing this information, the conclusion appears unsupported. XXXX. Duplicate Transactions Several transactions reflect duplicate charges of identical amounts, same merchant, and same date. I request a documented explanation of the processing method that resulted in duplicate entries and confirmation of whether this was a system error, merchant resubmission, or authorization anomaly. Conclusion My concern is that Wells Fargo did not provide sufficient documentation demonstrating a reasonable investigation as required under federal law. I respectfully request : 1. Documentation supporting the authentication of the disputed transactions. 2. Detailed explanation of investigative procedures performed. 3. Clarification of how the determination was made. 4. Review by a higher-level fraud or compliance unit. This complaint is based on compliance concerns under Regulation XXXX, not solely disagreement with the outcome. End of complaint.

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