Consumer complaint received 2025-10-02 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: CT

Complaint narrative:
In XXXX I took a trip to XXXX. I used my Wells Fargo XXXX on a few small purchases, but primarily my XXXX. Around XXXX XXXX I was in historic XXXX for touring purposes. I was staying on the other side of the city in a hotel. During the day I went on a couple tours of mosque 's and historic sights all located in a small district. Then by the evening I would return to my hotel. 

On or around XX/XX/XXXX, I received a charge for over {$600.00} dollars. I did not make this charge. During the day, I was in the area including shopping at local bazzaars where I made small purchases {$5.00} or XXXX with my XXXX. In the evening I returned to my hotel in a completely different district to eat dinner and do a tour of a separate location. On my credit card statement, it is easy to pinpoint my location. Durning the day all my purchases, including the train up and back, show locations all around a historic toursity and busy district. Then in the evening my purchases are on a different part of the city. I also have timestamped photos with metadata showing my location on every day. 

During this time my card must have been skimmed. Upon returning to america I checked over my bills. I noticed this random {$600.00} charge and checked my reciepts, which I did not make any purchases on that day of this amount. When I contacted Wells Fargo to submit a fraud claim, I told them that my card was not lost but it must have been skimmed or the numbers themselves somehow stolen, but not the card. The dispute has been ungoing for almost two months. Wells Fargo had an investigator contact me regarding the fraud- they informed me that the purchase was made at a jewerly store past XXXX local time ( this was in the touristy downtown district where I was no one near during that evening ). Additionally, both I and the Wells Fargo investigator looked at the purchasing addressed online which showed the store itself closed at XXXX. I thought the matter was straight forward. However, Wells Fargo denied it the first time - claiming that " I had reported it stolen ''. I did not and told Wells Fargo in a call to open up the investigation again. I have recordings of the Wells Fargo service agents passing me around on different lines for over three hours, sometimes tranfering me back to the same people each saying that the other department is the only one to take care of the issue. I also have recordings of me calling Wells Fargo to reopen the dispute and provide them with the same information, yet halfway through the associate will hang up on me and then I never recieve a call back. 

I have attempted to work this out with Wells Fargo. I have provided them with all information and assistance they could need. I have told them repeatedly what happened. They have my purchases showing I was not in the area, not could have been at a store that closed almost four hours before I purchased something. Wells Fargo could not even provide what exactly i was supposedly purchasing. I have repeatedly given them images on my not in that location, talked for hours on the phone with service reps who direct me to other locations, or hang up on me. I have attempted to deal with all of the steps possible. Yet Wells Fargo continues to provide no evidence I made this purchase, which I did not and could not have, instead they keep putting the charge back onto my card and refusing to provide any evidence about why they are doing it, or let me speak with a singular person who has authority over this matter. What they are doing is illegal and immoral. Not only am I a XXXX veteran, but I am not afraid to take this to court to make Wells Fargo return my money. 


Also make sure they do not give you a problem about them not being able to find it -- the fraud was on my old card. The new card ends in XXXX the charge was on the old card which was replaced when I submitted the fraud charge.

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