Consumer complaint received 2025-03-06 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:
To the Consumer Financial Protection Bureau, I am requesting immediate escalation and re-investigation of two unresolved disputes with Wells Fargo. Despite providing clear evidence of fraud, Wells Fargo has : * Dismissed my evidence of a compromised device in a {$1000.00} unauthorized transaction.

* Ignored buyer fraud evidence in a {$70.00} chargeback dispute.

* Repeatedly issued generic denials without addressing my case specifics.

* Mishandled my case by addressing me incorrectly as XXXX XXXX, proving a lack of due diligence. 

Case Details 1. {$1000.00} Unauthorized Transaction ( Claim # XXXX ) Failure to Investigate Fraud * On XX/XX/year>, I reported an unauthorized {$1000.00} transaction after my card was stolen. 
* Wells Fargo denied my claim because the transaction was authorized via a digital token match ( e.g., XXXX XXXX ). 
* However, I had to replace my phone after the incident ( proof provided ), meaning my device and account were likely compromised. 
* Regulation E requires banks to conduct a " reasonable investigation. '' Wells Fargo ignored my proof of fraud, violating this requirement. 
2. {$70.00} Chargeback Fraud ( Claim # XXXX ) Ignoring Buyer Fraud * On XX/XX/year>, I sold shoes via XXXX XXXX and the buyer completed the {$70.00} payment. 
* The buyer filed a fraudulent chargeback after receiving the goods, falsely claiming they never made the transaction. 
* I provided screenshots of conversations where the buyer acknowledged the purchase and later blocked me, proving fraudulent intent. 
* Wells Fargo ignored this buyer fraud evidence and sided with the scammer, violating XXXX XXXX XXXX and Regulation Z. 

Additional Issues with Wells Fargos Handling of My Case * Careless Review & Procedural Errors : They addressed me as XXXX XXXX in official correspondence, proving they didnt actually review my case. 
* Failure to Justify Denials : Wells Fargo continues to provide boilerplate responses instead of explaining why my evidence is insufficient. 
* Pattern of Mishandling Disputes : This is not an isolated issue, as both claims have been dismissed under similarly flawed reasoning. 

Requested Actions from CFPB 1. Force Wells Fargo to reopen both cases and conduct an actual fraud review instead of blindly relying on digital token authorization.

2. Ensure compliance with Regulation E & Z by investigating how Wells Fargo failed to conduct a reasonable review.

3. Require Wells Fargo to provide a detailed, case-specific response explaining why they ignored my phone replacement proof and buyer fraud evidence.

4. If Wells Fargo refuses to cooperate, escalate this case further to ensure consumer protection enforcement.

Next Steps If CFPB Does Not Act If I do not receive a fair resolution, I will escalate this complaint further by : * Filing a formal XXXX complaint against Wells Fargo for Regulation XXXX violations. 
* Filing a State Attorney General complaint for deceptive business practices.

* Considering small claims court to recover the disputed funds.

I request that the CFPB take immediate action to hold Wells Fargo accountable. 

Sincerely, [ XXXX XXXX ] [ XXXX ] In my previous complaints I have included : 1. Proof of phone replacement ( evidence of device compromise ). 
2. Screenshots of buyer communications proving the {$70.00} chargeback was fraudulent.

3. Wells Fargos denial letters, including the one where they addressed me incorrectly.

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