Consumer complaint received 2025-05-22 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: VA

Complaint narrative:
To whom it may concern, I am filing a complaint regarding Wells Fargos refusal to reimburse two unauthorized transactions that were charged to my debit card on XX/XX/XXXX, and posted on XX/XX/XXXX. I reported these as fraudulent the day they posted while they were still pending by calling the Wells Fargo fraud hotline and immediately canceling my card. 

On XX/XX/XXXX, Wells Fargo denied my claim, stating that they had determined the transactions were authorized. I have since escalated the dispute three times within the bank, each time receiving the same denial with no explanation of the investigation process or outcome. I am now working with my local branch manager, who agrees the charges appear fraudulent but has informed me he has no ability to contact or influence the fraud department. 

Transaction details : Date of transaction : XX/XX/XXXX Posting date : XX/XX/XXXX Amount : Two transactions, each for {$1200.00} ( total : {$2500.00} ) Merchant listed : XXXX XXXX AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, Method : Card Tapped Location : XXXX, XXXX Total amount disputed : {$2600.00} ( with international fees ) At the time, I was traveling between XXXX XXXX, XXXX XXXX and XXXX, XXXX via shared tourist shuttle. The card was stored in a XXXX wallet in the front pocket of my backpack and was not used by me at any time during that trip. The last legitimate use of this debit card was an ATM withdrawal in XXXX on XX/XX/XXXX. The only recent transaction on the account was a XXXX transfer on XX/XX/XXXX, to a hotel employee in XXXX XXXX. 

I was in possession of the card when I discovered the fraudulent charges and had not used it since my arrival in XXXX XXXX. The card remained stored in my passport wallet as a backup, separate from the cards I actively used. No other cards I traveled with were compromised. 

Ive reached out to the shuttle service and hotel for any reports of similar incidents but have not received responses. I have no knowledge of how my card may have been cloned or skimmed, though the circumstances suggest possible compromise during the shuttle ride or at a rest stop. 

This Wells Fargo account is a long-standing joint account with my father, open for over 20 years with no prior fraud history. Neither of us has ever made a frivolous or disputed claim. We both maintain excellent credit and have decades-long relationships with Wells Fargo and banks it has absorbed. 

Wells Fargo has not only refused to reimburse me but has provided no transparency into the review process or evidence used to determine that these were authorized transactions. Their only recommendation has been to contact the merchant, though the only available merchant information is the vague posting reference listed above, referring to an unknown individual in XXXX. 

Given that I reported the fraud immediately before the transactions posted and have been given no evidence to support the banks denial, I am requesting that the CFPB assist in compelling Wells Fargo to either reverse this decision or fully explain the basis on which they claim the charges were authorized. 

Thank you for your attention to this matter. 

Sincerely, 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