Consumer complaint received 2025-05-03 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: OR

Complaint narrative:
Saturday, XX/XX/XXXX when I woke up I noticed there were XXXX notices of charges on my Wells Fargo Credit card to Sticker Mule in the amounts of, starting with {$1.00}, then {$85.00}, then {$76.00} and finally {$160.00}. I quickly shut off the card and them called customer service at XXXXXXXX XXXX At that time I filed a fraud complaint, the account was supposed to be closed and I was issued a new card which was to arrive in a week. 

I was still able to charge items to the original card ( I don't remember the order of the card numbers as I cut them up. According to numerous letters from Wells Fargo the last XXXX digits are XXXX, XXXX, XXXX ( all closed finally ). I called on XXXX at XXXX XXXX about being able to still purchase on some websites with my original card that was supposedly cancelled. They chalked it up to XXXX XXXX or XXXX XXXX. 

I believe I then received my card and on XXXX at XXXX XXXX I made a call to WF card confirmation to activate the new card. ( I went back to look at and make a list of all phone calls, times and dated that I had made since this started, but did not note ALL them at the time, only the XXXX call as I have never an issue ). I made XXXX other calls to WF that day as well. 

XXXX I called customer service and asked why I had not seen the credit back for the Stickermule charges as I was told an " investigation '' should take a week. I spent XXXX minutes that day being transferred to XXXX different people to get this sorted out. Finally, they said, that the original card HAD NOT been cancelled and they needed to cancel the new card I had been using and the fraud claim had just been submitted on XXXX.... They said they would send me ANOTHER new card and it would take a week. I said can you overnight it, which they did. 

XXXX. I called card confirmation at XXXXXXXX XXXX to try to activate the card a second time after " activating '' it on my phone. I called customer service at XXXX XXXX and spent another XXXX minutes trying to explain that the new card I received said it was activated but it was not as I tried to use shortly after it was activated. I got so frustrated with the many, many, customer service agents I had spoken to over the last XXXX weeks. I just said " cancel the card. I will never use Wells Fargo again ''. They FINALLY cancelled all the cards. I also asked if the fraud claim had been deleted as it HAD posted to my account when I was told on the very first phone call that it was pending, so if they cancelled the card and issued me a new XXXX those charges would not go through. 

XXXX I called customer service AGAIN as asked why the fraud charges had not been removed. They keep telling me " it will take a week ''. Well here we are at XXXX weeks as of this letter and I am sick of calling people who don't know what they are talking about. They cancelled the card. I paid the remaining balance in full. BUT, I still have returns that are being credited to that account and I should receive a $ XXXX refund for the XXXX purchases I did not make. I am so tired of dealing with their incompetence. 

I have to keep the account open because they are going to owe ME money. If it weren't for that aspect, I would not even be writing this letter because I never want to deal with them in this lifetime ever... 

They are just dragging this out for all eternity and I don't even trust that they will refund my money at all and I shouldn't have to keep calling and checking on the " status and hearing something different from pretty much every person I have spoken with. They record these conversations, so they can go back and listen to the incompetence of their employees.

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 non-monetary relief