Consumer complaint received 2025-04-07 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: TX

Complaint narrative:
on XX/XX/XXXX {$12000.00} was debited from the Card ending in XXXX twice for a total of {$24000.00}. 
I received an email the next morning, XX/XX/XXXX from XXXX Admin : Here is a copy of the email Chain : From : XXXX XXXX, XXXX, XXXX XXXX Sent : Saturday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : Fwd : XXXX : Critical Action Required XXXX  XXXX, Please see the following email to include in your submission to your credit card company. We are confirming that the two XX/XX/XXXX transactions from XXXX XXXX XXXX are fraud because the payment processor access was compromised, and the transactions should be disputed & reversed. 

Best Regards, XXXX XXXX, XXXX, CPA Tax Lawyer, CPA, Enrolled Agent XXXX CPA Firm - XXXX XXXX : Call or Text at XXXX -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX XXXX Date : Saturday, XX/XX/XXXX at XXXX XXXX XXXX Subject : Fwd : Critical Action Required XXXX To : " XXXX XXXX, XXXX, CPA '' XXXX Hello, We want to inform you of a security breach that occurred at XXXX XXXX last night within one of our payment processing systems. This incident is isolated to one payment processor, and no other systems were impacted. Unfortunately, your account was among the limited number affected. 

To safeguard your financial information, we urge you to take the following actions XXXX : Review your recent transactions : Reverse or charge back any charges from us in the past XXXX hours that you did not expect. 

Secure your payment card : Block or cancel the affected card with your financial institution as a precautionary measure. 

We are actively working with our payment processor to resolve this situation as swiftly as possible. Additionally, we are implementing robust measures to ensure such an incident does not occur again. 

Your trust is our top priority, and we sincerely apologize for any inconvenience this may cause. If you have any questions or need assistance, please contact us directly at XXXX or respond to this email. 

Thank you for your prompt attention to this matter. 

I have since contacted Wells Fargo Credit Card Fraud and Dispute Departments and opened 5-6 claims. Cancelled the credit card and got new cards twice and they keep closing my claim for different reasons. 
Reason 1 - This is a dispute not Fraud. 
Reason 2 - Dispute department told me over the phone that - email clearly states there was fraud on their terminal - this is not a dispute. Sent claim back to Fraud. 
Reason 3- Fraud Came from a company we previously had done business with. 
Reason 4 - After re-opening the claim and explaining that I had previously done business with them in XXXX It was a one-time consulting fee and we DID NOT authorize these two transactions in XXXX. 
Reason 5 - We got a letter stating the claim was closed since they could not contact the other vendor. 
Reason 6 - I called in again on XX/XX/XXXX to re-open the claim and they closed my credit card and never re-opened the claim. 
I called again XXXX, XX/XX/XXXX since I noticed I was getting asked to make payments towards my credit card and the agent verified that nothing had been re-opened since my last claim was denied back in XXXX. She explained that we could try to re-open it and see what would happen. I emailed the Wells Fargo Claim department on XX/XX/XXXX and now this is the second time I am faxing this information to them. I reached out to the merchant a couple weeks ago asking for any other documentation they could provide to assist me and I have not heard back yet. I am not sure what else to do. I did not authorize this. The merchant never got benefit of the money and I never received anything and I am just out {$24000.00}? How is that possible? 
This is beyond ridiculous. I spend XXXX minutes to over an hour on the phone each time, speaking to each department, getting transferred, so many transfers, re-verifying my identity and then they try to get me off the phone as quickly as possible. 
I am beyond frustrated and appalled that as a long-time client- personally and business-wise, I am just being disregarded. Help!

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