Consumer complaint received 2025-03-23 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:
I am writing in direct response to your XX/XX/XXXX letter regarding Wells Fargos repeated denial of two serious fraud claims under Claim Numbers XXXX ( {$1000.00} ) and XXXX ( {$70.00} ). The continued dismissal of my evidence and boilerplate responses are deeply troubling and fail to reflect a reasonable or regulatory-compliant investigation under Regulation E ( 12 CFR 1005.11 ) and Regulation Z ( 12 CFR 1026.13 ). 

{$1000.00} Unauthorized Transaction Claim # XXXX On XX/XX/XXXX, I reported a fraudulent charge on my account. While a provisional credit was issued, it was reversed after Wells Fargo concluded the transaction was authorized due to a match between a digital token and my phone number. 
Heres why this is deeply flawed and unacceptable : * I replaced my phone and number shortly after the fraud, and submitted this proof per Wells Fargo 's own instructions. 
* The device was likely compromised or cloned, which can still produce valid XXXX XXXX tokens. 
* Wells Fargo failed to investigate behavioral patterns or any anomalies in transaction history a standard part of a " reasonable investigation. '' * One of your representatives even addressed me as " XXXX XXXX '' in prior correspondence, highlighting gross oversight in reviewing my case. 
Despite multiple requests to reopen this case ( XX/XX/XXXX and XX/XX/XXXX ), the bank continued issuing copy-and-paste denials without addressing my documentation. 


{$70.00} Chargeback Fraud Claim # XXXX On XX/XX/XXXX, I sold a pair of shoes to a buyer through XXXX XXXX. The buyer later falsely claimed the transaction was unauthorized after receiving the goods and subsequently blocked me when I followed up. 
I submitted : * Screenshots of the XXXX XXXX transaction * XXXX and XXXX conversations showing confirmation of the sale * Proof that the buyer acknowledged the purchase, then blocked me after I asked about the chargeback Wells Fargo dismissed this claim without addressing a single piece of this evidence. 
Even XXXX XXXX acknowledged that Wells Fargos reversal resulted in the chargeback success and that they could not re-open the dispute once Wells Fargo allowed the reversal. 
This is a clear case of " friendly fraud '' that Wells Fargo failed to challenge or defend on my behalf a violation of chargeback rules under Regulation Z and credit card network standards. 

Broader Failures and Requested Action Wells Fargo has now : * Ignored multiple rounds of credible, detailed evidence * Issued copy-paste denials that do not address my facts * Repeatedly failed to provide any rationale for disregarding critical documentation * Made an identity error ( misaddressing me ), calling into question whether my case was truly reviewed at all My Final Request Before Legal Escalation I am now requesting the following : 1. Reopen and reevaluate both claims with attention to the new phone proof, fraud timeline, buyer communications, and the buyer 's intent. 
2. Refund both amounts ( {$1000.00} and {$70.00} ) with any interest owed. 
3. Provide a written, point-by-point explanation of your investigative methodology and how you arrived at your conclusions. 

Legal & Regulatory Escalation in Progress If Wells Fargo continues to avoid responsibility, I will move forward with : * A formal complaint to the Office of the Comptroller of the Currency ( OCC ) ( already being finalized ). 
* A filing with the Georgia Attorney General for deceptive and unfair business practices. 
* Small claims legal action for negligence and breach of fiduciary duty. 
* Publication of this experience on social media and consumer forums, including CFPB complaint updates. 

Please consider this my final written notice before pursuing those avenues. I am prepared to go the full distance to hold Wells Fargo accountable for its failure to protect me as a long-standing customer.

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