Consumer complaint received 2024-12-13 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/year>, my Wells Fargo online banking account was compromised despite having two-factor authentication enabled. The hacker initiated a {$1200.00} cash advance from my Wells Fargo credit card to my Wells Fargo checking account, and part of the funds were XXXX to unknown recipients. A police report has been filed and is attached for reference. 

Timeline of Events : - Unauthorized Transactions : On XX/XX/year>, XXXX XXXX transactions totaling {$200.00} were fraudulently sent from my Wells Fargo account, and a third transaction for {$500.00} was blocked. 

Charges Incurred and Refunds : - On XX/XX/year>, a {$60.00} cash advance fee was charged for the {$1200.00} advance. 
- On XX/XX/year>, {$12.00} in interest was charged on the cash advance. 
- On XX/XX/year>, Wells Fargo credited back the {$60.00} cash advance fee and {$12.00} interest after I escalated my grievance to Credit Card Services. 
- On XX/XX/year>, I was charged {$30.00} in additional cash advance interest and {$14.00} for purchase interest due to Wells Fargos delay in resolving the matter with representative XXXX. This amount has not been refunded and I am unsure as to why an additional purchase interest was included. 

Conflicting Advice and Payments : - Wells Fargo representatives initially advised me not to pay off the credit card balance of {$1200.00} while my claim was under review. Despite this, I returned {$990.00} to the credit card from my checking account on XX/XX/year>, after receiving conflicting guidance. 

Claim Discrepancy : - Wells Fargo opened a claim per XXXX for {$1900.00}, which was inaccurate. The actual claim should have been for {$1200.00} ( the fraudulent cash advance ) and {$200.00} ( the unauthorized XXXX transactions ). This total of {$1200.00} for the credit card and {$200.00} for the checking account should have been properly assessed by competent representatives. There should have been two claims in motion, {$200.00} to resolve the unauthorized XXXX transaction to make the {$1200.00} fraudulent cash advance whole. 
- Wells Fargo alleges that I benefited from the proceeds of the cash advance, which is untrue. I did not authorize or benefit from these transactions. Despite my repeated requests, Wells Fargo has failed to provide the detailed claims file, citing delays, and promised delivery of documents has not occurred. 

Additional Issues : Account Servicing Fees : Wells Fargo charged me a {$10.00} account servicing fee related to this incident, which has not been refunded. This should also be reimbursed to make the cash advance transaction whole. 

Barriers to Closing Accounts : Wells Fargo has placed unnecessary barriers to closing my checking account, citing the need to keep it open for resolution. This relationship should have been terminated long ago, and all account servicing fees charged during this period should be reimbursed. 

Wells Fargos mishandling of this situation has caused significant inconvenience, stress, and financial harm. I urge the CFPB to intervene and ensure Wells Fargo provides a fair and comprehensive resolution.

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