Consumer complaint received 2025-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ), I am writing in response to Wells Fargos latest communication dated XX/XX/year>, regarding the {$1000.00} unauthorized transaction ( Claim XXXX ) and the {$70.00} chargeback dispute ( Claim XXXX ). Wells Fargo has failed once again to address the evidence I have provided, and their response continues to reflect a lack of diligence and transparency. 

Key Concerns with Wells Fargos Response 1. Overreliance on Token and Authorization Data Wells Fargos primary justification for denying my claims rests on the assertion that the transactions were authorized by me or someone I authorized because the digital token and phone number matched my account. This method of verification is insufficient, as it fails to account for : The possibility of compromised digital wallets ( e.g., XXXX XXXX ). 
Unauthorized access to the token or device used in the transaction. 
Wells Fargo continues to ignore my submission of proof that I replaced my phone, a significant factor pointing to potential fraud. Despite being assured by a representative that this evidence would be considered, it appears to have been disregarded entirely. 

XXXX. Failure to Conduct a Thorough Investigation of the {$70.00} Chargeback Dispute In the case of the {$70.00} claim, Wells Fargo has failed to engage with the extensive contextual evidence I provided, including : Screenshots of XXXX XXXX conversations where the buyer confirmed the transaction. 
Text message exchanges where the buyer acknowledged the purchase. 
Evidence of the buyer blocking me after the transaction, demonstrating clear fraudulent intent. 
The chargeback was initiated by the buyer after they received the goods, and their subsequent actions ( blocking me ) directly undermine the legitimacy of their claim. Wells Fargos response ignores these critical details, failing to account for buyer fraud and dismissing the context of the transaction entirely.

3. Dismissal Without Transparency The letters Wells Fargo referenced in their response provide no clear rationale for the denial of my claims. Specifically : For the {$1000.00} claim, there is no detailed explanation of how my evidencesuch as proof of replacing my phonewas reviewed or why it was deemed insufficient. 
For the {$70.00} claim, there is no acknowledgment of the extensive documentation demonstrating buyer fraud, nor any indication that this was considered during the investigation.

4. Pattern of Denial Across Claims BOTH CLAIMS were denied using nearly identical reasoning, despite involving distinct evidence and circumstances. This pattern reflects a systemic failure to conduct individualized reviews, suggesting a procedural issue in Wells Fargos fraud investigation practices. 

XXXX. Internal Procedural Errors The error in addressing me as XXXX XXXX in earlier correspondence demonstrates a lack of care in handling my case. Such errors undermine confidence in your investigation process and raise legitimate questions about the diligence applied to my concerns.

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