Consumer complaint received 2026-03-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX, a {$5000.00} charge from XXXX * XXXX appeared on my Wells Fargo credit card. I did not make, authorize, approve, or benefit from this transaction. I reported the charge to Wells Fargo on the same day, within approximately 1 to 2 hours of discovering it, while it was still pending. During that call, I asked Wells Fargo to stop or block the transaction. Wells Fargo cancelled my card and issued a replacement card, but the transaction was still processed. My claim was not handled properly from the beginning. Wells Fargo later acknowledged that my claim had initially been submitted to the non-fraud department instead of the fraud department. I believe this affected the handling of the investigation. Wells Fargo denied my fraud claim multiple times. When I asked why, I received inconsistent explanations about the meaning of XXXX. At one point I was told it meant XXXX XXXX XXXX, which led me to investigate whether one of my devices had been compromised. Later, Wells Fargo told me XXXX actually meant XXXX XXXX XXXX. This caused confusion and delayed my ability to meaningfully respond to the denial. Wells Fargo later provided documents that appeared to rely mainly on the fact that I had prior XXXX transaction history and that a digital card number associated with my account had allegedly been used before. However, my prior XXXX purchases were ordinary, much smaller transactions and were not in the same range as this {$5000.00} charge. Prior legitimate XXXX use does not prove that I authorized this specific disputed transaction. The materials Wells Fargo relied on also included XXXX-related activity from XX/XX/XXXX, approximately 8 months before the disputed XX/XX/XXXX transaction. I also contacted XXXX directly. XXXX stated that they could not locate a matching charge or order associated with the account information I provided and that the matter had to be resolved with the card issuer. I obtained XXXX order history from XXXX through XX/XX/XXXX, and the disputed {$5000.00} charge does not appear there. I also obtained signed statements from the owner and authorized users of the XXXX account normally associated with my card confirming that none of them made, approved, or had knowledge of this transaction. In addition, I filed a police report and an FTC Identity Theft Report regarding this unauthorized charge. Despite this, Wells Fargo denied the claim and removed the temporary credit that had initially been issued. Because the charge remained on the account, interest continued to accrue on the disputed amount. I have continued making minimum payments to protect my credit standing, even though I dispute responsibility for this charge. On XX/XX/XXXX, I reopened the reconsideration and submitted additional evidence. I am filing this complaint because Wells Fargo misfiled the original claim, repeatedly denied it without proving that I authorized this specific transaction, and appears to have relied on prior XXXX usage rather than evidence connecting this charge to me.

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