Consumer complaint received 2024-10-15 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: CA

Complaint narrative:
Introduction This report outlines a series of fraudulent activities involving my financial accounts, the steps taken to resolve these issues, and ongoing disputes with financial institutions. The incidents began with a phishing text message that led to unauthorized charges on my credit cards. 

Incident Overview XXXX XX/XX/XXXX, I received a text message purporting to be from U.S. Customs. The message stated : " You have a XXXX parcel being cleared, due to the detection of an invalid zip code address, the parcel can not be cleared. The parcel is temporarily detained ; please confirm the zip code address information in the link within 24 hours. '' The message included a link to a website and instructions to confirm my zip code. Trusting the message, I entered my XXXX and XXXX credit card details. 

Unauthorized Charges On XX/XX/XXXX, I discovered unauthorized charges totaling {$3000.00} on my BILT account, attributed to purchases from XXXX XXXX and Coach. I promptly reported these transactions as fraudulent and changed my account details on XX/XX/XXXX. 

In the following days, I noticed additional unauthorized charges on my XXXX card, amounting to approximately {$3000.00} over XXXX days, including transactions at XXXX and an XXXX bookstore. The last transaction was an XXXX XXXX purchase at XXXX. Upon reviewing my account, I identified more suspicious charges. 

Actions Taken Reporting Fraud : I reported the fraudulent activities to both XXXX and Wells Fargo. 
XXXX resolved my issue after I submitted a complaint to the FBI regarding the cybercrime. 
Disputes with Wells Fargo : I created more than five fraud and general dispute claims with Wells Fargo. 
Each claim was met with delays and a lack of resolution, as the bank transferred me between departments without providing assistance. Notably, Wells Fargo lacks a dedicated cybercrime department, which has severely hindered their ability to address my claims effectively. 
Their security team has been unable to trace the issue, leaving me in a vulnerable position. Instead of taking responsibility for the fraud that has occurred, they are demanding payment from me, a working-class individual, for charges that I did not authorize. 
Current Status : As of now, I am facing demands from Wells Fargo to pay the {$3000.00} in unauthorized charges. They have indicated that failure to comply will result in high-interest penalties being applied to my account. 
Conclusion The series of events highlights significant vulnerabilities in the protection of personal information and the challenges faced in resolving fraud disputes with financial institutions. I am currently seeking further assistance to address the ongoing issues with Wells Fargo and ensure that my rights as a consumer are upheld.

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