Consumer complaint received 2024-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
This is in regards to Wells Fargo case number : XXXX Consumer Financial Protection Bureau, case number : XXXX I am writing in response to Wells Fargos recent decision to uphold the denial of my claims regarding both the unauthorized {$1000.00} transaction and the {$70.00} chargeback dispute on my account. I find this decision highly concerning, as it fails to consider critical evidence and relevant context that directly contradict the conclusions Wells Fargo has reached.

Key Points Overlooked : 1. Dismissal of Both Complaints Despite Substantial Evidence : * I took considerable time to gather and submit credible evidence for both the {$1000.00} and {$70.00} complaints. Despite providing extensive documentation for each case, including phone records, proof of device changes, transaction screenshots, and buyer conversations, both cases were dismissed without a clear response to my evidence.

1. Replacement of Device and Phone Number : * After discovering the unauthorized transaction, I replaced both my phone and phone number. The device associated with the disputed transaction was no longer in my possession, and I provided Wells Fargo with proof of my new phone order. Despite this evidence, it appears that this fact was disregarded.

1. IP Address Discrepancy : * The merchant involved in the {$1000.00} transaction informed me that the transaction originated from a different IP address, which did not match my device or location. This is a significant indicator of potential fraud. I request that Wells Fargo clarify how they addressed this discrepancy during their investigation or, if they did not, why it was omitted.

1. Provisional Credit Reversal Without Substantiation : * Wells Fargo initially credited my account for the disputed {$1000.00}, which was subsequently reversed without providing a clear and detailed explanation. This reversal occurred despite my full cooperation with Wells Fargos investigation and the CFPBs recommended procedures.

1. Inappropriate Handling by Wells Fargo Representative : * During a conversation with a Wells Fargo representative, I was told that providing proof of my new phone would be a significant factor in resolving my case. Despite this, the final response ignored this evidence, making me question whether my case received a fair and thorough review.

Request for Comprehensive Review : Given these inconsistencies and omissions, I respectfully request the following actions : 1. Detailed Evidence Disclosure : * I request that Wells Fargo provide a detailed breakdown of the evidence and specific reasoning that led to the conclusion that " no indicators confirming fraud on the account '' were found. This should include an explanation of how they verified the device, location, and IP address associated with the disputed transaction, given the context of my new phone and phone number.

1. Consideration of Additional Evidence and Reassessment of Provisional Credit Reversal : * In light of the overlooked factors, I urge Wells Fargo to reassess the provisional credit reversal decision. I believe this reversal was premature and unsupported by the evidence I provided.

2. Escalation and Independent Review : * If Wells Fargo is unwilling to reconsider its decision based on the full context of both cases, I request that the CFPB escalate this matter for an independent review.

Closing Remarks : As a long-time customer, I am disappointed in Wells Fargos handling of these cases. Both complaints were dismissed without full consideration of the substantial evidence I provided, leading me to feel dismissed and disregarded. I respectfully request that Wells Fargo and the CFPB, as oversight, address my concerns thoroughly and transpare
ntly. I will be contacting the Office of the Comptroller of the Currency ( OCC ) and the State Attorney Generals office while also closing my account with Wells Fargo if this isnt resolved.

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