Consumer complaint received 2025-12-03 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: FL

Complaint narrative:
On XX/XX/XXXX, I contacted a company called XXXX XXXX XXXX XXXX XXXX after becoming a victim of XXXX. I found the company through a XXXX search while I was under significant distress, as international criminals located in XXXX were threatening me with compromising images. 

I spoke by phone with an individual named XXXX XXXX, who represented XXXX He told me they could help, and requested my credit card information and access to my social media accounts. The total cost was $ XXXX {$490.00} initial payment followed by a {$1500.00} payment. He also emailed me a contract to sign and a questionnaire form to complete, which required me to provide them login credentials to my accounts. 

After signing the contract, I completed their questionnaire. When I submitted the form, I received a broken link, which immediately raised concerns : Form link : XXXX XXXX XXXX Right after the broken link appeared, I searched the company name online. The first result was a XXXX XXXX investigative article exposing this company for deceptive practices and misleading digital forensics services : XXXX XXXX XXXXXXXX This confirmed my fear that I had just been scammed by a company claiming to help victims of another scam. I immediately contacted Wells Fargo that same day, explained the situation, and they issued a temporary credit. 

Within that same week, someone attempted to access my XXXX account without permission. I had two-factor authentication enabled, which prevented the intrusion. XXXX was the only party with my login information, and I strongly believe they attempted the unauthorized access. Despite the broken link, the form I filled out still transmitted my private information to them, which is extremely concerning. 

Additionally, shortly after my phone call with XXXX, I began receiving suspicious calls from random international numbers from individuals claiming to be from their company, including a person named XXXX XXXX. Because I believed they were scammers, I stopped responding to them. I did not attempt to cancel services because ( 1 ) they never provided any service, and ( 2 ) the only interaction I had already raised serious safety concerns.

A few weeks later, Wells Fargo requested more information by mail. I provided all requested details so they could investigate. 

However, on XX/XX/XXXX, Wells Fargo reapplied the {$490.00} and {$1500.00} charges to my account, and on XX/XX/XXXX, they sent a letter stating they concluded the charges were legitimate. 

On XX/XX/XXXX, I called Wells Fargo again and they opened XXXX new disputes ( Case numbers : XXXX and XXXX ). I was told the review would take up to 30 days. 

On XX/XX/XXXX, Wells Fargo denied my claim again. Their stated reason was : The cancellation was processed according to the merchants cancellation and refund policy, which was disclosed to you at the time of the transaction. We have no authority to change the merchants cancellation policy. 

They included the contract I had been pressured to sign, but did not address the fraud concerns, the broken intake form, the XXXX XXXX article, the unauthorized access attempt to my social media, or the fact that no services were rendered at all. 

I have now been scammed twicefirst by XXXX XXXX XXXX, and then by being denied protection by Wells Fargo, despite reporting the fraud the same day. I have been a loyal Wells Fargo customer since XXXX and have always paid my balance in full and on time. 

Given the evidence, independent reporting, and unauthorized access attempt, I firmly believe XXXX XXXX XXXX acted fraudulently and in bad faith. Wells Fargo failed to properly investigate a clear case of fraud involving a known predatory company targeting vulnerable victims. 

I am requesting CFPB assistance in ensuring Wells Fargo properly investigates this fraudulent charge and provides the consumer protections required under law.

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