Consumer complaint received 2025-09-24 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: SC

Complaint narrative:
Bank : Wells Fargo XXXX : XXXX Date of Fraudulent Transaction : Showed as " pending '' in my account on XX/XX/XXXX Amount : {$400.00} Wells Fargo XXXX Number : XXXX XXXX Incident Number : XXXX Summary of Issue : On XX/XX/XXXX, I called Wells Fargo and reported a fraudulent charge of {$400.00} from XXXX after being alerted by my XXXX app of suspicious activity. This unauthorized charge has caused significant financial hardship, and I can not continue to wait XXXX business days without access to these funds while they look into my claim. 

Attempts to Resolve with Wells Fargo : I reported the pending charge immediately on XX/XX/XXXX and filed a fraud claim. The representative agreed that there had been an uptick of fraudulent online activity using debit card information. She canceled my card and a new debit card was overnighted to me. She said the pending charge would likely " fall off '' my account at midnight when the charge was processed, but if it didn't to call back and ask for a provisional credit. 

On XX/XX/XXXX, the pending charge was no longer on my account, and the funds were showing up again. 

On XX/XX/XXXX, I checked my account, and the charge for {$400.00} from XXXX had been processed and the money was taken from my account. I called to check on my claim and spoke to at least XXXX different people in the claims department. XXXX woman was extremely rude and suggested that maybe I had made the purchase because " they don't know my spending habits or what online stores I shop at '' even though I reported the fraudulent charge immediately and they canceled my card and sent another XXXX to me overnight. 

Another person said there was nothing they could do, but they were " expediting '' my claim to the team in the " back office. '' When I asked if I could speak to someone from the claims department in the back office, they said that wasn't possible. 

On XX/XX/XXXX, I called again to ask for a provisional hardship credit while they continued the claim process and asked how the claims investigation actually works as I haven't received any information from them, and I couldn't find anywhere on their website or through my mobile app to submit information I had. I also spoke with someone at XXXX about the claim and gave them the charge amount, date processed and the last XXXX digits of my card number. They could not find anywhere on my XXXX account that this charge was made. I have included the XXXX Incident reference number they provided me. I also contacted XXXX customer service. Their team verified that my account has no purchases for {$400.00}. They confirmed this in writing and provided Incident Number XXXX am attaching screenshots from my XXXX account showing that my last purchase was on XX/XX/XXXX. 

On XX/XX/XXXX, a full week after my initial fraud report, I called again and said that my attempts to email the address given on the Wells Fargo website bounced back to me. The person I spoke with spoke with was a manager in the claims department. He said he was filing a complaint to the executive office and gave me another email address to send screen shots and information to. The Wells Fargo XXXX XXXX for the complaint he filed is XXXX. I emailed XXXX asking for an urgent provisional credit per the claim manager 's suggestion. He also suggested I go ahead and file a complaint to the CFPB as well. 

I have checked my account every day since XX/XX/XXXX, and the money has still not been put back in my account, even as a provisional credit. I have also spent countless hours on the phone with Wells Fargo representatives and waiting on hold to speak with someone or being transferred. 

I have received conflicting information : some representatives told me the claim would take XXXX business days, while others said the claim was expedited with the back office and that funds would be returned sooner. 

Despite my efforts, I have not received a provisional credit as required under Regulation E. This unresolved fraud has placed me under financial strain, as I am without access to more than {$400.00} of my own money. In addition to the financial hardship, I have wasted countless hours navigating Wells Fargos inconsistent responses. 

This is also not the first time my Wells Fargo accounts have been compromised, which has caused me to lose confidence in the banks security measures.

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