Consumer complaint received 2025-09-12 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: MN

Complaint narrative:
I am reporting Wells Fargo for failing to properly investigate multiple unauthorized debit card transactions on my account ( card ending XXXX ) and for closing my dispute without conducting a reasonable investigation or providing required documentation. I never did business with these merchants. I lost my card and did not authorize any of the listed charges. 

Timeline : Unauthorized transactions posted XXXX XXXX XXXX ( details below, total {$9300.00} ).

I opened a fraud dispute with Wells Fargo on XX/XX/scrub>XXXX XXXX XXXX 
Wells Fargo closed and declined the dispute on XX/XX/year>, stating they were not able to find occurrence of fraud. 
I filed a police report and provided the report number and a copy to Wells Fargo. 
At no point did Wells Fargo request receipts from the merchants, obtain supporting documentation, or show any evidence of a reasonable investigation. They did not provide provisional credit. They did not provide copies of any documents relied upon. 

What went wrong and why it violates Regulation E ( EFTA ) : No reasonable investigation. Regulation E requires a prompt and adequate investigation. For POS debit card transactions, the bank must verify information previously transmitted and needs to obtain merchant records, like a sales receipt. The Official Interpretations also explain the bank can not limit itself to payment instructions when other internal information could help resolve the claim. Wells Fargo closed my case in about 45 days without contacting merchants or producing documentation, which is not a reasonable investigation under 12 CFR 1005.11 ( c ) and the Official Interpretations to 1005.11 ( c ) ( 4 ).

Consumer Financial Protection Bureau Failure to provide documents relied upon. When a bank denies a claim, it must send a written explanation and advise of my right to request the documents it relied upon. Upon request, it must promptly provide copies. Wells Fargo did not provide any such documentation. This violates 12 CFR 1005.11 ( d ) ( 1 ).

Consumer Financial Protection Bureau Unauthorized EFTs and liability limits. These were unauthorized electronic fund transfers made by someone other than me, from which I received no benefit. Regula

tion E defines these as unauthorized and limits my liability when I report promptly. I reported and opened my dispute within the required time. 12 CFR 1005.2 ( m ) ( as explained in CFPB FAQs ) and 1005.6 apply. Consumer Financial Protection Bureau Provisional credit rules. If a bank can not complete a full investigation within 10 business days, it may take longer only if it provisionally credits the account and follows the required notices. Wells Fargo closed the case in a few days without doing the basic steps a reasonable investigation requires. If it needed more time, it should have provided provisional credit under 12 CFR 1005.11 ( c ) ( 2 ). 

Disputed transactions ( card ending XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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