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: IL

Complaint narrative:
XX/XX/year> My friend XXXX booked an XXXX reservation for a trip we are taking together. At no point did I authorize XXXX to use my debit card, nor did I provide him with the card number or access to the card. 

XX/XX/year> At approximately noon, I noticed an XXXX charge on my debit card statement that I did not recognize. I immediately contacted my bank and XXXX customer support. 

XXXX initially refused to tell me who made the charge, stating that the issue needed to be escalated to their fraud team. At approximately XXXX XXXX that evening, after verifying my identity, an XXXX fraud representative informed me that XXXX had made the reservation using my debit card. 

I immediately contacted XXXX and placed XXXX support on a conference call with both of us present. XXXX stated clearly that : * He did not intentionally use my debit card * He does not know the card number * He does not have the card stored on his XXXX  account * The card is not present in his XXXX XXXX  or any digital wallet * He has never had physical access to the card ( it was secured in my home, hundreds of miles away ) Upon reviewing his XXXX  account during the call, we confirmed that my card does not appear as a saved payment method. The XXXX representative stated that they did not understand how the charge could have occurred under these circumstances. 

XX/XX/year> I opened a new XXXX support ticket specifically requesting an explanation for how my debit card was charged, given that it was not accessible to the individual who booked the reservation and not stored on his account. 

I was transferred between multiple representatives and told to wait for an email response. That email later stated that XXXX would not issue a refund because they had identified who used the card. The email did not address how the card was accessed or charged. 

XX/XX/year> I responded in writing, explaining that I understood XXXX had identified the person who booked the reservation and that I was not disputing the refund. I reiterated that my sole concern was understanding how my debit card information was used without authorization. 

XXXX replied once more, again stating that no refund would be issued and indicating that they would not provide further information regarding the transaction unless compelled by a government agency. 

My concern is not about reimbursement, but about payment security and unauthorized card usage. XXXX has confirmed that : * The booking was made by someone who did not have my card * The card was not stored on that person 's account * They can not explain how the card was charged Despite this, XXXX has refused to explain how this charge occurred or given me any real assurances that this wouldn't happen in the future. 

I am requesting regulatory review to determine whether this transaction was processed in compliance with applicable consumer protection and payment authorization standards, and whether XXXX is improperly handling or reusing consumer card data.

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