Consumer complaint received 2024-03-26 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: OH

Complaint narrative:
In XXXX of XXXX I applied for a credit card that I was denied for. They offered to run a free credit check report. {$10000.00} debit with Dillard 's American Express Credit Card. I called Dillard 's Card Services at XXXX on or about XX/XX/XXXX. I was directed to XXXX. Then I was directed to XXXX - Wells Fargo. Another # was XXXX XXXX XXXX Executive Office . I called to report Identity Theft/Fraud. After many phone calls ( 3 hours ' worth ) I finally was able to get a case #. I was told that I had purchased airline tickets in XXXX of XXXX in the amount of {$10000.00}. XXXX advised that info. I requested copies of all the statements to prove this. I made phone calls again in XXXX as I had not received any documents/statements. I received a letter that was dated XX/XX/XXXX from Claims and Recovery - Dillard 's Card Services stating that a reasonable Investigation was conducted, and evidence shows that I activated the card, made charges and payments so my claim was denied. That statements were also in this package. The statements revealed that in XXXX of XXXX the mailing address was changed from my Ohio Address to an address in XXXX FL. That is when the identity/Fraud was started. Someone was making cash advance withdrawals. They would withdraw one day and pay the next day. This went on daily until the end of XXXX. There were XXXX XXXX cash advances that were never paid for. There was one charge at DILLARDS on XX/XX/XXXX. I contest I did make that purchase and I charged an airline baggage fee. I never received monthly statements and honestly forgot about the small charge or XXXX and XXXX ( compared to all the cash advances that someone was using my card for. Somewhere along the line when speaking with Wells Fargo I was told that this was not Fraud or Identity theft. It was theft and they asked if I reported my stolen card. I advised no as I had no idea it was stolen as I do not carry the card with me. So then I started a case for theft. I talked to a XXXX at XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX at XXXX. XXXX a case specialist was to call back but I never received a call back. I spoke with XXXX on XX/XX/XXXX who advised that a letter was sent on XX/XX/XXXX. I did receive that along with the statements again. Again, they denied and stated I used the card to purchase airline tickets on XX/XX/XXXX of XXXX. That is false- it was luggage fee not a ticket. They stated that as of XX/XX/XXXX the account was closed. As of XX/XX/XXXX the has been charged off due to no payments being received. As of XX/XX/XXXX the XXXX remains on the account. Again, no statements are or have come to my home since XX/XX/XXXX as someone changed the address and made cash advances for 2 months. XX/XX/XXXX, I get copies of the statements again stating they conducted a reasonable investigation, and the evidence shows I have validated the transactions by making consistent payments. Research confirmed the address in XXXX FL is an address that has been reporting to the credit bureas ( that is how they spelled that word ) since XXXX of XXXX as a mailing address for me. I have asked how that was determined with no response. I have never lived in FL nor changed my address to that address. I looked up the FL address under property records and the name that used to own the property before the bank is far from ever being my name. I have made so many different phone calls and talked to so many different people I am at a loss of what to do next. Someone has/had my identity. I have a letter dated XX/XX/XXXX with check for XXXX. Letter states they identified that additional interest fees, or both, XXXX have been assessed and they refunded. Now why would they refund any $ when I supposedly owe them over {$10000.00}? Really does not make sense. I am NOT cashing the check. I spoke with an XXXX on XXXX ( after I received a follow-up letter advising I needed to cash the check ). I advised again that this was fraud and I wanted to know how they came up with their claims stating I validated the cash withdrawals because I continued to make payments. How did they prove I made the payments? Her # was XXXX. I also spoke with a XXXX at the executive off - XXXX. I have also spoken with XXXX on XX/XX/XXXX a XXXX on XX/XX/XXXX. One of the letters states if I wanted supporting documentation used in their research to call XXXX. When I call, I get the run around and letters back just stating denied and their research revealed I authorized because there were payments being made. The last letter I received was XX/XX/XXXX stating again the charges were valid and appear to be authorized by me. Still nothing to show the honest proof that I somehow live in FL and took cash advances. Honestly, I do not even know how to do that. What do I do next. I want this off my credit report. I will be filing a police report as well. I also feel XXXX was the year someone stole my IRS tax refund but I did not document that. I had advised the person who did my taxes and they advised it was identity theft and I would be getting a refund shortly. I never in my life thought this would happen as well. I am not for sure how to research the XXXX possible identity theft for my IRS tax refunds as the website will only allow back to 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