Consumer complaint received 2025-09-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the denial of my fraud claim associated with case numbers XXXX and XXXX, regarding an unauthorized charge of {$990.00} on my account ending in XXXX, dated XX/XX/year>. The transaction was listed as XXXX XXXX XXXX, a merchant I have never authorized or engaged with. As detailed in my original dispute, multiple fraudulent attempts were made on my account, including charges of {$2400.00}, {$3500.00}, and $ XXXX from the same merchant. These were flagged and blocked by Wells Fargo, confirming your systems recognized suspicious activity. However, the {$990.00} charge was inexplicably processed and later deemed valid, which is inconsistent and unacceptable. 

On XX/XX/year>, I discovered discrepancies in my account balance and immediately reported the issue. I was informed by a Wells Fargo representative that my debit card would be deactivated, a new card issued, and a provisional credit applied within XXXX business days. That credit was never issued. 

On XX/XX/year>, I was notified that my claim had been denied without a clear explanation. My request to reopen the claim was refused. Subsequently, I was contacted by an executive office representative who stated that my replacement card ending in XXXX would be restricted for 365 days due to prior fraud activityfurther penalizing me for being a victim. Under the Electronic Funds Transfer Act ( EFTA ), consumers have 60 days from the statement date to report unauthorized transactions. I have complied with this timeline and have taken extensive steps to protect my identity, including filing reports with the CFPB and placing fraud alerts and credit freezes. 
The justification provided by the fraud representative on XX/XX/year> stating that the XXXX address used matched one previously associated with my accountis flawed. I do not have a static IP address, and dynamic IPs are commonly reassigned. This reasoning does not constitute proof of authorization and reflects a misunderstanding of basic internet protocols. I am requesting the following : Immediate escalation of this matter beyond Escalations Representative 's at Enterprise Complaints Management Office, to have the Corporate Fraud Department oversee this matter in the reversal of the {$990.00} charge and credit to my account, and to also unblock/restrict my account as this is solely unethical and being handled in a very bias way Wells Fargo is treating me a culprit and not the victim as my checking account was compromised along with other financial accounts.

I am also requesting detailed written explanation of why this charge was deemed valid while others from the same merchant were blocked. 
Clarification on how Wells Fargo flagged and denied the larger attempted charges but failed to prevent the {$990.00} transaction. 
A simple search of XXXX reveals this merchant is linked to digital product sales and individuals accused of fraudulent activity. This further supports my fraud claim that the transaction was unauthorized. 
Please provide a written response within 14 days, as required by law and Wells Fargo policy. You XXXX respond to both my email and physical address listed below. 
Thank you for your prompt attention to this matter. 

Sincerely, 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