Consumer complaint received 2026-05-03 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:
Issue : Repeated wrongful denial of fraud claim ; mishandled dispute ; missing transactions ; forced liability Fraud Dates : XX/XX/year> and additional dates Unauthorized Charges : {$310.00} ( XXXX XXXX ), XXXX charge, and other transactions Wells Fargo failed to record Complaint History : Wells Fargo has now rejected my fraud claim twice, including after a second CFPB complaint. -- - SUMMARY OF THE PROBLEM I am filing this complaint because Wells Fargo has now twice rejected my fraud dispute, even after I filed a second CFPB complaint. Their repeated denials show a pattern of negligence, procedural failure, and refusal to correct their own mistakes. They are attempting to force me to pay for transactions I did not authorize, did not make, and could not have made. Wells Fargos conduct is abusive, dismissive, and in direct violation of federal consumer protection laws. They have mishandled my case from the very first phone call, and every step since then has been marked by errors, omissions, and a refusal to take responsibility. On XX/XX/year>, I discovered a fraudulent charge of {$310.00} from XXXX XXXX. I did not authorize this transaction. I did not have my physical card. I use XXXX XXXX exclusively, and my physical card is rarely carried. When I called Wells Fargo to report the fraud, the representative failed to document all the fraudulent transactions I described, creating a flawed dispute file from the start. This was not a minor oversight it fundamentally corrupted the entire investigation. Weeks later, I called again to report that additional fraudulent transactions were missing, including a XXXX charge, which is impossible for me to have made because I do not own or use a car. The representative assured me it would be added, yet Wells Fargo still failed to correct the dispute. Despite multiple calls, clarifications, and corrections, Wells Fargo denied my claim. I filed a CFPB complaint. Wells Fargo responded with another denial. I filed a second CFPB complaint. Wells Fargo again denied the claim, ignoring the missing transactions, ignoring the evidence, and ignoring their own errors. This is not a misunderstanding this is a systemic failure that has now escalated into a pattern of wrongful conduct. Documentation & Investigation Failures 1. They failed to document my initial fraud report correctly. 2. They omitted multiple fraudulent transactions. 3. They ignored my followup corrections. 4. They failed to add the XXXX charge. 5. They relied on incomplete internal notes. 6. They denied my claim based on their own errors. 7. They refused to acknowledge their representatives mistakes. 8. They failed to escalate the case. 9. They ignored clear evidence of unauthorized use. 10. They conducted a superficial investigation. Security Failures 1. They failed to secure my account. 2. They allowed unauthorized activity to continue. 3. They ignored the fact that I did not have my physical card. 4. They ignored that I only use XXXX XXXX. 5. They ignored the pattern of suspicious activity. Legal & Policy Violations 1. They violated the Fair Credit Billing Act. 2. They violated their own fraudprotection policies. 3. They failed to follow disputehandling timelines. 4. They failed to provide evidence supporting their denial. 5. They attempted to shift liability onto me. Customer Service Failures 1. They dismissed my legitimate fraud claim. 2. They treated my case as an inconvenience. 3. They provided contradictory information. 4. They refused to correct their own mistakes. 5. They ignored multiple calls and clarifications. Impact on Me 1. They caused financial harm. 2. They caused emotional distress. 3. They created unnecessary confusion. 4. They forced me to repeatedly reexplain the same facts. 5. They forced me to file multiple CFPB complaints. Second CFPB Rejection Issues 1. They ignored the second complaint entirely. 2. They repeated the same denial without addressing missing transactions. 3. They failed to provide a new investigation. 4. They failed to acknowledge their previous errors. 5. They failed to correct the dispute file. 1. They demonstrated a pattern of mishandling fraud claims. 2. They refused to take accountability. 3. They ignored obvious red flags. 4. They failed to act in good faith. 5. They prioritized their financial interest over consumer protection. 1. They refused to freeze my account promptly. 2. They failed to notify me of investigation steps. 3. They failed to provide transparency. 4. They ignored the impossibility of the XXXX charge. 5. They ignored the merchant mismatch with my spending history. 6. They ignored the timing inconsistencies. 7. They ignored the location inconsistencies. 8. They ignored the fact that I reported the fraud immediately. 9. They ignored the fact that missing transactions invalidate the entire investigation. 10. They continue to hold me responsible for criminal activity committed by someone else I request that the CFPB require Wells Fargo to : Reopen the investigation Include all fraudulent transactions Reverse all unauthorized charges Remove all related fees and interest Provide a corrected dispute file Provide a written explanation of how their investigation failed Confirm that I am not liable for any unauthorized activity Wells Fargos repeated denials, procedural failures, and refusal to correct their own mistakes have caused significant harm. I am requesting full regulatory intervention. This is the letter i will be sending to attorney general for XXXX - LETTER TO THE NEW YORK STATE ATTORNEY GENERAL Office of the Attorney General State of New York Consumer Frauds & Protection Bureau From : XXXX XXXX XXXX, NY Subject : Formal Complaint Against Wells Fargo Bank , N.A . for Repeated Mishandling of Fraud Claims, Withholding of Funds, and Systemic Consumer Abuse Dear Attorney General, I am submitting this formal complaint because Wells Fargo Bank , N.A . has repeatedly and deliberately failed to protect me as a consumer, mishandled my fraud reports, denied my claims without justification, and attempted to force me to pay for transactions I did not authorize. Their conduct is not only negligent it is harmful, abusive, and in direct violation of federal and state consumer protection laws. I have already filed two CFPB complaints, both of which Wells Fargo responded to with the same dismissive, inaccurate denial. I am now escalating this matter to your office because Wells Fargo has demonstrated a pattern of misconduct, a refusal to correct their own errors, and a complete disregard for the rights of New York consumers. SUMMARY OF THE ISSUE On XX/XX/year>, I discovered a fraudulent charge of {$310.00} from XXXX XXXX. I did not authorize this transaction. I did not have my physical card. I use XXXX XXXX exclusively, and my physical card is rarely carried. When I reported the fraud, the Wells Fargo representative failed to document all the fraudulent transactions, creating an incomplete and inaccurate dispute file. Weeks later, I called again to report that additional fraudulent transactions were missing, including a XXXX charge, which is impossible because I do not own or use a car. Despite multiple calls, clarifications, and corrections, Wells Fargo denied my claim. I filed a CFPB complaint. Wells Fargo denied it. I filed a second CFPB complaint. Wells Fargo denied it again without addressing the missing transactions, the incorrect documentation, or their own procedural failures. Their repeated denials are not based on facts. They are based on their own internal mistakes, which they refuse to correct. WHY I AM REQUESTING YOUR INTERVENTION Wells Fargo has now : Mishandled my fraud report Omitted multiple unauthorized transactions Ignored my followup corrections Failed to add the XXXX charge Relied on incomplete internal notes Denied my claim twice Ignored both CFPB complaints Attempted to hold me financially responsible for fraud Violated the Fair Credit Billing Act Violated their own fraudprotection policies Caused financial harm and emotional distress Demonstrated a pattern of negligence and badfaith conduct Their actions have left me with no choice but to escalate this matter to your office. REQUEST FOR ACTION I respectfully request that the New York Attorney Generals Office : 1. Investigate Wells Fargos handling of my fraud claim 2. Review their repeated failure to document and process disputes correctly 3. Examine their pattern of denying legitimate fraud claims 4. Require Wells Fargo to reopen and correct my investigation 5. Require them to include all fraudulent transactions 6. Require them to reverse all unauthorized charges 7. Require them to remove all related fees and interest 8. Ensure they comply with federal and state consumer protection laws Wells Fargos conduct has caused significant harm, and I am requesting full intervention from your office to ensure accountability and proper 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