Consumer complaint received 2026-01-22 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: NY

Complaint narrative:
I am submitting this complaint regarding Wells Fargos improper handling of a credit card fraud dispute involving a Wells Fargo credit card account opened through XXXX. 

I knowingly applied for and was aware of the existence of this credit card account through XXXX as part of a promotional offer. However, I never received the original physical credit card, never received a replacement card that Wells Fargo stated would be mailed, never activated any card, and did not know or possess the credit card number or account number at the time the unauthorized transactions occurred. 

Unauthorized transactions occurred on the account between XX/XX/XXXX and XX/XX/XXXX, including multiple card-present retail purchases at physical store locations ( clothing stores, beauty supply stores, restaurants, and gas stations ). These transactions required possession of the physical card. I did not authorize any of these transactions. 

I reported the fraud to Wells Fargo on XX/XX/XXXX, acting promptly upon discovering the unauthorized activity. Despite my timely report, Wells Fargo allowed the disputed charges to remain on the account and later assessed interest and a late fee in XX/XX/XXXX while the account was under dispute. 

At the time I first reported the fraud on XX/XX/XXXX, I did not have access to the credit card number or account number because I never received the physical card and no statements were available. I only became aware of the card number in early XX/XX/XXXX after I was able to access my first statement generated by Wells Fargo. 

When I first accessed Wells Fargos system, I was asked to help locate my account. Wells Fargo located the account using my date of birth, Social Security number, and last name. I did not access the account using a card number or account number because I never received the card or any account credentials. My access was identity-based only and occurred after the fraud had already taken place. 

During multiple recorded calls with Wells Fargo, representatives repeatedly asked me for the card number or account number. Each time, I clearly stated that I could not provide this information because I never received the card. Wells Fargo acknowledged non-receipt and stated that a replacement card would be mailed to me. I never received that replacement card. 

Wells Fargo later informed me that its initial fraud investigation concluded that I was responsible for the unauthorized charges. I contacted Wells Fargo again to dispute this determination. During a subsequent recorded call, a Wells Fargo representative explicitly admitted that the prior investigation was mishandled and that Wells Fargo failed to recognize that I had already stated I never received the credit card. Based on this admission, Wells Fargo reopened the investigation. 

Despite acknowledging this investigative error and reopening the case, Wells Fargo again concluded that I was responsible for the fraudulent charges. This determination contradicts the timeline of events, Wells Fargos own call recordings, its acknowledgment of non-receipt of the card, and the fact that the card was never activated or in my possession at the time the unauthorized transactions occurred. 

I also possess a transcript and a personal call recording in which a Wells Fargo representative admits that the investigation was mishandled and that my repeated statements regarding non-receipt of the card were overlooked. This confirms that Wells Fargos determination was based on incomplete or incorrect information.

At no point did I possess, control, or have access to the physical credit card during the time the unauthorized transactions occurred. I believe Wells Fargos handling of this matter violates the Fair Credit Billing Act by assigning liability despite clear evidence of non-receipt, non-activation, and lack of authorization.

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