Consumer complaint received 2024-09-17 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: CA

Complaint narrative:
A few months ago, my credit cards were charged close to XXXX overseas and debit cards for close to XXXX. I submitted a fraudulent claim and after months of back and forth with Wells Fargo and obtaining a police report, Wells Fargo refused to take this matter seriously. There fraud department did not perform an actual investigation into the charges ( i.e., look up my vendor history, reach out to the vendors to confirm the purchases ) and closed the claim. I received correspondence on XX/XX/year> form WF that the claim was closed based on " the EMV Chip was used and currently can not be duplicated. '' I obtained a police report, a third party, confirming that this is an ongoing fraud, however, WF dismissed that information. I'm reopening the case until WF performs an investigation into the fraudulent charges. 

The Company has yet to shown me that they've performed a full investigation to date. The main person I was dealing with at Wells Fargo stopped returning my calls.. The Company continues to stand by their claim or perform an actual investigation because the chip was used. 

I requested the activity from the charges. The activity shows that the charges made were to vendors registered over XXXX away. The charges made were for transactions of more than XXXX at a time, of which I've never made any such transaction to any of those vendors previously in my history with WF, nor such irresponsible purchases. The fraudulent transactions were for meat, candy, and for construction materials. None of which businesses exist in that town. Any legitimate vendor would be registered in the place they are doing business in. These were professional thieves that used my credit cards and ran them through pay clips connected to their phones while I did not have my wallet or credit cards with me. I've told Wells Fargo I did not have my wallet ( cards were in the wallet ) with me as we set things down to go to the beach while we were vacationing. These were professional criminals that do this for a living. I obtained the police report showing these were criminals, however the police in XXXX refuse to take action. The police in XXXX is very corrupt. If you have criminals stealing close to XXXX from individuals, do you not expect them to partake in a town of a population less than XXXX people? I am from XXXX, I grew up in XXXX, they kill people for much less. My lawyer from XXXX XXXX warned me to not take legal action in XXXX for my own safety. I am reopening the case until Wells Fargo performs a thorough investigation. I DID NOT AUTHORIZE NOR DID I MAKE THOSE PURCHASES. I DID NOT HAVE THE CARDS WITH ME. I've asked for time stamps of the purchases so I can provide proof I didn't have my wallet with me yet they were unable to provide me with this information. I asked Wells Fargo to reach out to the merchant and verify their legitimacy, not once have WF reached out to them. I asked WF to verify the signature for the purchase, and they've confirmed they did not do so. So what has WF fraud department actually done as part of their investigation? They claim that the actual card was used so I'm responsible for the charges? Again, THESE ARE PROFESSIONAL CRIMINALS THATS DO THIS FOR A LIVING.

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