Consumer complaint received 2026-01-29 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: FL

Complaint narrative:
XX/XX/XXXX : I received a notification from my Wells Fargo App to authorize a purchase of {$1400.00}, which I opened my app and declined the charge because it wasn't me making a purchase. I immediately called Wells Fargo and reported the fraud and suspended my card, then the Wells Fargo rep closed my card. This call was made at XXXX XXXX, the rep I spoke with informed me there was {$2900.00} worth of charges that had gone through, they were disputing those charges and issuing a credit for them and I would get a new card. I received emails for XXXX more attempted charges on the card that had been declined due to the card being turned off after the phone call, so I called back and they confirmed and the transactions didn't go through. 
XX/XX/XXXX : I received a letter in the mail saying that my claim had been rejected stating I had not lost any devices, the card was in my possession at the time of the claim, no further card transaction attempts were made after the card was closed. I called Wells Fargo and spoke with a member of their fraud team disputing it since it wasn't me making the transactions. I also informed them the reasons given weren't correct because I had the email proof of transactions being attempted after the card was closed. The representative looked at the history and told me from what they saw it was fraud and they were opening a formal complaint to the executive office to reverse it. She informed me that a member of the executive office would be reaching out within XXXX days. 
XX/XX/XXXX : I called back in because no one had reached out to me, the fraud team then connected me with the XXXX office who I spent over an hour on the phone with trying to figure out who was handling my case to connect me with. They tried to connect me to the person handling the case wasn't available to take the call but they would call me back. I received a call back XXXX later that was diverted to voicemail, I called back XXXX minutes later and the person was unavailable and then received no other call back. 
XX/XX/XXXX : The {$2900.00} credit was removed from my account. I called back in to try and speak with the case worker and was bounced around from the general number to the executive office trying to identify who my case worker was even after I gave them the name I had from the voicemail. 
XX/XX/XXXX : I called in again after receiving no call backs, finally made my first contact with the case worker for my claim. She informed me that she had just received the case and would be looking into it. I tried explaining to her how the reasoning on the rejection was incorrect and that I had emails I could provide. Through the call she continued to cut me off and said that they would call me back on or before the XXXX. When I asked about who to call if I didn't hear anything, because I had been told multiple times previously she would reach out to me and never did, she was very combative and yelled at me to just call back later and give her time. 
XX/XX/XXXX : I called back in because I received no follow up call about the case from the case worker as promised, the rep I spoke with tried reaching out to her and she said she couldn't take the call but would call back later. I received no call back, so called back in that afternoon to which she then took the call. At that point she told me that the claims team was still rejecting it and kept repeating the reasons to me and ignoring me when I offered again to provide proof of how the reasons were incorrect. I told her I would be continuing to re-open the claim because it was fraud and not done by me, so she re-opened the claim and told me someone would follow up with me in a couple days. 
XX/XX/XXXX : I didn't hear back from anyone so called back in again and was then informed the same case worker would continue to work the re-opened escalation and that I would hear back from her on or before XX/XX/XXXX. 
XX/XX/XXXX : I never heard back so I tried calling in twice but the office was closed. 
XX/XX/XXXX : I called back again and the rep that answered the phone tried reaching out to my case worker, she stated that she would call me back by noon. I received no callback so called back in at XXXX, the case worker was able to take my call then to which she told me the claim was rejected again. I asked her about the documentation I had offered to provide multiple times previously and she then acted like it was the first time I had brought it up and told me I could email it in. She re-opened the escalation, provided the email address and told me to send it in. After that she told me that she was going to call me back on the XXXX no matter what to update if the documents had been received. At this point I also requested copies of all the documentation used to justify that the fraud wasn't fraud. 
XX/XX/XXXX : My case worker did call me back and informed me that the documents had NOT been received, we confirmed the email address and said it XXXX take a day or XXXX to receive them but she would call me back the XXXX. 
XX/XX/XXXX : I had to call in separately to the credit card fraud because my Wells Fargo credit card had also had fraud transactions done on XX/XX/XXXX, I wasn't aware of those charges until I had checked my account that day. They closed my card and immediately credited back the charge for that XXXX XX/XX/XXXX : I called in because I had still not received anymore calls from my case worker or supervisors around the document confirmation. The case worker took my call and told me that the documents were received on XX/XX/XXXX and added to my case on the XXXX, which was frustrating since she told me multiple times that they weren't received and not there despite speaking to her twice after they were received and once after they were added to the case. She stated to give her XXXX days to review and then call back. 
XX/XX/XXXX : I called back in giving her a full week to work on this and call me back. The rep I spoke to tried reaching out to her and she said that she wasn't available. At that point I requested to speak with her supervisor or someone higher up in escalations because of the multiple attempts to discuss this and neglect I had been receiving from the case worker. I was told that I would receive a call back that afternoon. I called back in at XXXX because I had not heard from my case worker or her supervisor. When calling back in I was told that both of them had already left for the day and weren't available. I requested to speak to a supervisor or someone higher up in escalations immediately due to the still consistent neglect and lack of communication. After XXXX minutes on the phone I was told by that reps supervisor that they were reaching out directly to the case workers supervisor and they would call me the next day. 
XX/XX/XXXX : I received no call back but did receive the XXXX to Documentation packet in the mail. The documentation packet was full of multiple instances where there was incorrect/contradictory information to the reason my claim was denied. Within this packet it was identified that XXXX closed my debt card stating " confirmed fraud. '' There is a breakdown of attempted transactions that also shows an additional XXXX attempted charges over the next XXXX days from me closing the card that were all declined due to the card being invalid. I was never notified of these or knew they existed during any of this time since the card had been closed. 
XX/XX/XXXX : I called back in after not receiving a call on the XXXX as promised trying to speak to my case workers supervisor. The rep who took my call reached out to the supervisor who said they would call me back in XXXX minutes. I received no call after XXXX minutes so called back, the rep then tried reaching out to the supervisor again saying I was calling back and he responded saying he wouldn't take my call. I requested then to speak to any higher up to talk to me about the documentation package and the errors within it that don't support the claim it wasn't fraud. They got me to a supervisor who proceeded to talk over me and repeat the same XXXX reasons that were on the initial rejection and not listen to me about how they were incorrect. As he continued to talk over me and raise his voice with me I demanded to speak to someone else who would help me with this. He rudely told me to just hold on and put me on hold then got me to a member of the fraud team. The member of the fraud team walked through he packet with me, as we went through the packet he told me that yes the charges were fraud but it wasn't enough for the bank to justify giving me my money back. He also stated that since I had access to my bank account during the time the charges happened helped the bank to claim it wasn't fraud. At the end of the call he told me, there is nothing the bank would do, they made up their mind the only thing I could do is get an attorney and report the claim wherever I wanted to.

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 monetary relief