Consumer complaint received 2025-04-17 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: TX

Complaint narrative:
On XX/XX/XXXX I was notified by Wells Fargo via text there there was suspicious activity going on. Once, I checked my account and saw there there were almost XXXX dollars worth of purchases made/pending, I called them. I disputed them over the phone on XX/XX/XXXX. I was told not all posted but there was XXXX dollars that did post. I called to check the status of the claim on XX/XX/XXXX and was informed that my claim was denied. The representative said all of the information used matched. My card was in my possession the entire time. I was advised to contact all the merchants and provide any supporting documentation that I can to prove it was not me. I was also advised to file a police report. I conducted hours of research and contacted every merchant. I also went in person and I was given receipts by XXXX XXXX proving I was not responsible for these purchases. On the recent, it has the guy 's name, number, and address. I asked the representative if my pin was used and she said no. XXXX XXXX asked to see my ID and said the only thing that matched was the zip code. I was also told that some of the purchases were made in store and some online with a pickup. I was told I would need to contact the police for camera footage. I filed a police report with XXXX XXXX. The charges made with XXXX XXXX consists of XXXX, XXXX, and XXXX. There were two purchases in XXXX and one in XXXX XXXX. I also went to both restaurants ( XXXX XXXX XXXX ) and ( XXXX XXXX XXXX ). They also have camera footage. XXXX XXXX provided me with a receipt and the number matched the number given at XXXX XXXX. XXXX XXXX gave me the name on the order and the name matches the name given at XXXX XXXX. I contacted XXXX and found out they are a travel loan company based in XXXX, Arizona. They are online only. They verified that they could not find any information with my name or number. They also sent me an email to try to help with getting my money. I was given XXXX to give my documentation to. When I called to confirm that it was received, I was told they did not receive it. I was asked to resubmit it. I emailed it a second time on XX/XX/XXXX. I was told again on XX/XX/XXXX they did not receive it. I was asked to go to a branch to have it faxed. I was provided a fax number. I went to the bank and it was faxed over. I waited a couple of days and called again to see if my documentation was received. I was informed it was not. At this time I was asked to either mail it or go back to the branch. I went back to the branch on XX/XX/XXXX. The lady contacted the fraud department and asked for the fax number, they gave her the exact same number they gave me and she told them that was not a working number. They gave her another number that worked. She also asked if she could email my documents from her email address since it would be internal. She explained how I waited over an hour the firs time due to it not going through. The representative told her yes. She emailed my documents. I contacted the fraud department again on XX/XX/XXXX and was told that I did not have to provide any information and that they take my word for it. I explained to the guy that I was told by 3 different representatives to provide supporting documentation. He placed me on hold. When he returned he told my the claim was closed an denied. I told him I am aware which is why I provided the evidence. He told me the status will not change. I asked to speak with a supervisor or manager and he said the information will be the same. I asked again to speak with a supervisor or manager. He placed me on hold and when he returned he stated he told me he would transfer me to escalation. He also told me he could give me a contact number for the detective to exchange information with them. At this time I was transferred to XXXX. She told me they would not reimburse me. She also denied that I was told that her representative told me he could provide with me a number for the detective. She said that is not their policy. I told her she could pull the audio since calls are recorded. She changed her story. She also denied that representatives told me to provide documentation. I asked why would 3 different representatives ask me to provide supporting documentation if this is not their policy. I once again told her she could pull the audio from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have receipts and an email proving it was not me. The detective has confirmed that XXXX XXXX has camera footage. I do not understand how this is not enough to be reimbursed. XXXX told me I will have to go through the merchants to get my money back. The merchants told me to dispute it which I did.

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