Consumer complaint received 2025-06-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Report of Fraudulent Activity and Mishandling by Wells Fargo To Whom It May Concern, I am writing to document and formally dispute a serious case of fraud and mishandling by Wells Fargo Bank that has caused me both financial and emotional distress. I hope this account not only brings attention to how this matter was handled, but also serves as a cautionary example for other consumers. 

XXXX XXXX XXXX XX/XX/year>, a fraudster gained unauthorized access to my mobile phone and, without my knowledge or consent, initiated XXXX separate cash advances from XXXX different Wells Fargo credit cards. These cash advances were immediately transferred into my Wells Fargo checking account. The fraudster then withdrew the funds from my checking account via ATM withdrawals, completing the theft in a very short window of time. 

It is important to highlight that : I have never made a cash advance from any credit card in my history as a Wells Fargo customer. 

These transactions were entirely inconsistent with my normal banking behavior. 

More so, I have not used any of these credit cards in months. 

The use of XXXX credit cards for cash advances, followed by immediate ATM withdrawals, is highly suspicious and should have triggered a fraud alert or security review. 

My Response Upon discovering the unauthorized transactions, I reported the incident to Wells Fargo. I filed a formal fraud claim and expected the matter to be investigated thoroughly and resolved fairly. 

However, after a brief review, I received a written response from Wells Fargos investigation department stating that my claim was denied. The only reasoning provided was that our research indicates you benefited from the proceeds of the transactions. No additional explanation or evidence was included to support this claim. To make matters worse, they sent me XXXX new credit cards which is totally against my specific request to reverse the entries and close my credit card accounts. 

Why Their Conclusion Is Deeply Flawed I strongly dispute the conclusion that I benefited from these fraudulent transactions : The money was stolen, funneled through my account without my knowledge or consent, and then immediately withdrawn. 

I did not authorize, initiate, or receive any benefit from these transactions. 

The pattern of activity was clearly fraudulent, and the fact that Wells Fargo did not recognize or act on this unusual behavior is concerning. 

To this day, Wells Fargo has refused to provide any documentation or clarity on how their determination was made. 

Larger Concerns This experience has raised serious questions about : The adequacy of Wells Fargos fraud detection systems The lack of transparency in the fraud review process The apparent presumption of guilt placed on victims The potential risk other customers face if similar cases are dismissed without proper due diligence Final Note I believe financial institutions have a duty to protect their customers, especially in the digital age where fraud is becoming more sophisticated. Dismissing legitimate claims without transparency erodes consumer trust and puts countless others at risk. 

I urge others to monitor their accounts closely, act quickly if fraud occurs, and insist on accountability when a bank fails to act in good faith. 

Sincerely, XXXX XXXX

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