Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
Complainant : XXXX XXXX CFPB Complaint Number : XXXX Product : Credit Card Issue : Mishandled fraud investigation / Missing transactions/ Forced liability for unauthorized charges Fraud Dates : XX/XX/year> and additional dates Unauthorized Charges : {$310.00} ( XXXX XXXX ) XXXX XXXX transaction XXXX others not properly recorded I am filing this expanded complaint because Wells Fargo has repeatedly failed to protect me, failed to document my fraud reports accurately, and failed to conduct a legitimate investigation. Their actions have caused financial harm, emotional distress, and ongoing confusion due to their own internal errors. On XX/XX/year>, I reported a fraudulent charge of {$310.00} from XXXX XXXX. I did not authorize this transaction. I did not have my physical card. I use XXXX XXXX exclusively, and I do not carry my wallet. This alone should have been enough to classify the charge as unauthorized. However, the Wells Fargo representative who took my initial report failed to document all the fraudulent transactions I described, creating a flawed and incomplete dispute file. This failure directly caused additional delays, confusion, and misclassification of my case. Weeks later, I called again to report that not all fraudulent transactions were included in my dispute. I specifically identified an additional XXXX charge, which is impossible for me to have made because I do not own or operate a vehicle. The agent assured me it would be added, yet Wells Fargo still failed to correct the dispute record. Despite multiple calls, clarifications, and corrections, Wells Fargo has chosen to deny my claim, ignore missing documentation, and force me to pay for transactions I did not authorize and could not have made. Their conduct demonstrates systemic negligence, procedural failure, and a disregard for federal consumer protections. XXXX. My initial fraud report was not documented accurately. XXXX. Multiple unauthorized transactions were omitted from the dispute. XXXX. The XXXX charge is impossible because I do not own a car. XXXX. Wells Fargo ignored my followup call correcting their mistake. XXXX. Their investigation relied on incomplete information they caused. XXXX. They denied my claim without addressing missing transactions. XXXX. They failed to secure my account from unauthorized use. XXXX. They ignored the fact that I did not have my physical card. XXXX. They ignored that I only use XXXX XXXX. XXXX. They disregarded my immediate reporting of the fraud. XXXX. They failed to provide transparency about their investigation. XXXX. They violated the Fair Credit Billing Acts dispute requirements. XXXX. They attempted to hold me liable for charges I could not have made. XXXX. They created financial harm by refusing to credit back funds. XXXX. They failed to correct their own internal errors. XXXX. They dismissed clear evidence of unauthorized use. XXXX. They contradicted their own fraudprotection policies. XXXX. They ignored the pattern of suspicious activity. XXXX. They mishandled my CFPB complaint by providing incomplete responses. XXXX. They continue to hold me responsible for criminal activity committed by someone else. XXXX. They failed to document my fraud report accurately, creating a flawed investigation from the start. XXXX. They ignored my followup corrections, even after I explicitly stated transactions were missing. XXXX. They failed to add the XXXX charge, despite being told I do not own or use a car. XXXX. They relied on incomplete internal notes, which were incomplete because of their own employees negligence. XXXX. They denied my claim based on their own errors, not on facts. XXXX. They refused to acknowledge their representative mishandled my report, even after I explained the mistakes. XXXX. They failed to escalate the case, despite multiple red flags that required supervisor review. XXXX. They ignored the pattern of unauthorized activity, which should have triggered heightened fraud protocols. XXXX. They failed to freeze or secure my account, allowing additional fraudulent activity to occur. XXXX. They provided contradictory information during different calls, showing internal disorganization. XXXX. They refused to correct their own documentation mistakes, even after being notified. XXXX. They treated my legitimate fraud claim as an inconvenience, not a legal obligation. XXXX. They violated their own fraudprotection policies, which promise XXXX liability for unauthorized charges. XXXX. They failed to provide any evidence supporting their denial, proving the investigation was superficial. XXXX. They ignored the fact that I reported the fraud immediately, which should weigh heavily in my favor. XXXX. They failed to follow federal disputehandling timelines, delaying resolution and harming me financially. XXXX. They attempted to shift blame onto me, instead of acknowledging their internal failures. XXXX. They refused to acknowledge that missing transactions invalidate the entire investigation. XXXX. They created unnecessary financial stress, forcing me to fight for protection I am legally entitled to. XXXX. They demonstrated a pattern of negligence, showing this is not a onetime mistake but a systemic failure.

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