Consumer complaint received 2024-01-26 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:
I was recently involved in a credit card fraud with my Wells Fargo XXXX credit card ( XXXX ) for 4 unauthorized transactions ( {$5000.00}, {$3000.00}, {$1000.00}, {$3000.00} ) on from XXXX  XXXX XXXX XXXX CA posted to my account on XX/XX/XXXX totaling {$12000.00}. I was denied my claim and now am filing a complaint with the Consumer Finance Protection Bureau. 

On XX/XX/XXXX at XXXX I received a text message from the number " XXXX '' with the message " FreeMsg : Please reply Y if you recognize {$3000.00} @ XXXX XXXX XXXX {$1000.00} @ XXXX XXXX XXXX from XXXX XXXX XXXX. Else reply N. STOP to stop msgs. '' I almost immediately replied " N '' and then received a confirmation message stating " FreeMsg : Thank you for your reply. The card has been blocked for security. Call XXXX immediately. STOP to stop fraud alert msgs ''. Following the advice of the message I call the number at XXXX and reported the fraud, the call lasted 9minutes. 

I was shipped and new card which I activated via Wells Cargo supported and began using. 

On XX/XX/XXXX at XXXX I had a missed call with a voicemail from Wells Fargo Fraud Team . They called me again on XX/XX/XXXX at XXXX for 2minutes where I confirmed my fraud and re-stating my story. 

On XX/XX/XXXX Wells Fargo Claims and Recovery Credit Card Fraud Claims sent me a letter stating " We found that no fraud occurred ''. I was away travel so didn't not see the letter till XX/XX/XXXX when I call there support at XXXX for 24minutes where the there support team which told me I can submit further evidence via fax only at a local Wells Fargo branch to further my claim with proof. 

On XX/XX/XXXX based on Wells Fargo Support recommendation I went the the Wells Fargo branch located at XXXX XXXX XXXX, XXXX XXXX and faxed : 1. A credit card statement from XXXX showing a transaction of {$15.00} on XX/XX/XXXX from XXXX XXXX XXXX located in XXXX XXXX. 
2. A text message screenshot and phone log screenshot asking if I recognize the unauthorized purchases to which I replied N and immediately began the process of calling customer support to start the fraud claim. 
3. An interview email confirmation sent to me on XX/XX/XXXX from XXXX for a scheduled virtual XXXX interview which took place at my residence in XXXX XXXX on XX/XX/XXXX at XXXX ( PST ). 
4. Timestamps from an interior camera at my residence showing my girlfriend, our pet cat, and me at our residence in XXXX XXXX on XX/XX/XXXX. A screenshot from every hour of the day is shown ( XXXX ). 
Wells Fargo sent me letter confirming they are " continuing the research of possible unauthorized use of your credit card account ''. 

On XX/XX/XXXX Well Fargo sent me a letter stating " the disputed charges on your credit card account are valid and appear to be authorized by you. 

Upon receiving the letter I called Well Fargo on XX/XX/XXXX at XXXX for 15minutes where they recommend I open a police report and submit that as further evidence. I told the representative I will be opening a complaint with the cfpb and faxing them the police report. 

On XX/XX/XXXX at XXXX I filed a Fraudulent Use of Credit / Debit Card Police report with the XXXX XXXX Police Department ( currently pending case number ). 

I have attached all the referenced documentation, and can provide full video evidence if needed.

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