Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Complaint Summary Wells Fargo denied a fraud claim on approximately {$5000.00} in unauthorized XXXX transactions on my joint checking account, despite my reporting them within the XXXX window required by Wells Fargos own policy. Two representatives gave me inconsistent explanations for the denial, and the second refused to disclose the criteria used to deny the claim. Background I am a long-standing Wells Fargo customer with XXXX accounts linked to my profile, including the joint checking account at issue. On the night of XX/XX/year>, my wife flagged XXXX pending XXXX transactions on the account that neither of us recognized. When I reviewed the account history, I discovered XXXX unauthorized XXXX transactions in total approximately {$5000.00}, including roughly {$2000.00} in pending charges that single night. Reporting Timeline XX/XX/year> ( same night ) : I attempted to file claims through Wells Fargos online portal. The system caps online disputes at XXXX per session, so I called Wells Fargo by phone to report the remaining unauthorized transactions. XX/XX/year> : I called back to confirm that every transaction had been logged. I was told to expect a resolution by XX/XX/XXXX within XXXX business days. All transactions were reported well within the XXXX window Wells Fargos policy requires. The Denial The claim was denied. When I called for an explanation, I received XXXX inconsistent accounts : 1. First representative : Told me the denial was based on insufficient evidence of fraud, citing the fact that I had logged into the account during the period the charges occurred and therefore should have noticed them sooner. This is not a denial criterion stated in Wells Fargos published fraud policy. 2. Second representative ( XXXX, Claims Resolution Manager, Wells Fargo Claims Assistance Center ) : Refused to disclose the criteria used to deny the claim, stating that revealing the verbiage or determination factors could put our process at risk. He acknowledged the account-login factor but could not confirm what other factors applied or whether the first representatives explanation was accurate. Lack of Recourse XXXX confirmed on a recorded call that the deciding department the High Dollar Fraud department has no inbound phone number. Customers can not call this department directly or be transferred to it. The only available step is to request a callback through a frontline representative, with no transparency into the criteria being applied. Both of my calls with Wells Fargo about this matter were recorded with my knowledge. Resolution Requested 1. Full reimbursement of the approximately {$5000.00} in unauthorized transactions. 2. A written explanation of the specific criteria Wells Fargo used to deny the claim, including how those criteria are consistent with Regulation E and Wells Fargos published fraud policy. 3. Disclosure of a direct contact method for the High Dollar Fraud department or its equivalent escalation path. Note for the Record The practice of denying fraud claims based on undisclosed internal criteria, from a department customers have no ability to contact directly, is a structural concern that almost certainly affects other Wells Fargo customers in similar circumstances. I am submitting this complaint not only to seek resolution for my own account, but to document the pattern.

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