Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
Fraudulent charges were made on my stolen debit card on XX/XX/XXXX. I disputed the charges with Wells Fargo and was given a provisional credit. I filed a police report the following Monday. My provisional credit was reversed on XX/XX/XXXX. I contacted the Wells Fargo Claims Department and the first thing the agent asked me was If I use the digital wallet system and if I had my phone on me at the time these charges were made. I responded Yes to both questions and then the agent told me they completed a thorough investigation which deemed me responsible, can not provide information regarding the decision. I was told I can not reopen the case. I asked to speak with a manager which I was transferred to. The Conflict Resolution manager named XXXX asked me the same questions about my digital wallet the agent did, and then proceeded to tell me the claim was denied because my digital wallet was used and I confirmed I had my phone at the time. I Then told XXXX that I did not use my digital wallet for those transactions, and my bank transactions show that the method of payment used was via Card Inserted with all XXXX transactions I disputed. I asked her what the process was for their investigation to which she said she cant tell me and then placed me on hold. After holding she came back on and repeated my claim was denied and then hung up on me. 

I call back a second time right after and repeat the same situation to the next Conflict Resolution manager named XXXX and she asked me when did you use your physical card last before the fraudulent charges I told her the last time I used my physical card was on XX/XX/XXXX at Wells Fargo for a cashiers check. XXXX places me on hold and comes back to say based on my account activity before and after the fraudulent charges they determined I authorized the disputed charges and can not reopen the claim I then asked how does my activity before and after correlate with someone else using my card to which she said she can not provide that information. I then told her that I was informed the reason my claim was denied originally was because I was told I used my digital wallet. She then changed her answer and said that is also why my claim was denied. I told her my transaction details show that my physical card was inserted, and she said that is just the information the bank has. I then asked for the address information of the locations where my card was used fraudulently and XXXX told me I can not provide you with that information. This information was requested by the detectives handling my case to which now I can not provide to them. After XXXX told me she can not provide that information she then told me she can not discuss this claim any further with me and I do not have the right to appeal their decision. 

I recorded my second conversation with XXXX for evidence but file says is too large to attach. Transaction details are listed below : XXXX XXXX {$8.00} XXXX XXXX {$82.00} XXXX XXXX  {$4.00} All 3 of these Transactions happened between 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 monetary relief