Consumer complaint received 2026-06-13 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: CT

Complaint narrative:
I am filing this complaint because Wells Fargo XXXX XXXX Banking denied my fraud claim for unauthorized transactions on my small business card, even though I was physically in XXXX, Texas at the time the card was being used in Connecticut. I was in XXXX, Texas from XX/XX/XXXX through XX/XX/XXXX for a work conference, where I was also speaking on a panel and being recorded. While I was in Texas, I noticed unauthorized charges on my Wells Fargo small business card occurring in Connecticut. I called Wells Fargo on or around XX/XX/XXXX or XX/XX/XXXX while I was still in Texas to report the fraud and explain that I was physically out of state when the Connecticut charges were happening. An important detail is that I was still using the card in Texas through XXXX XXXX. My authorized transactions should show that I was using the card digitally in Texas, while the unauthorized transactions were occurring in Connecticut with the physical card. This should have been visible on the account because the same card account was being used in XXXX different states during the same time period, through different methods of payment. Wells Fargo should be able to see the difference between my authorized XXXX XXXX wallet transactions in Texas and XXXX unauthorized physical card transactions in Connecticut. After my initial call, I noticed additional unauthorized charges that I had not seen the first time. I called Wells Fargo back to report those as well. When Wells Fargo representatives asked me when I lost the card, I explained that I did not know exactly when it was lost because I believed the card was at my home in Connecticut while I was traveling. They required me to provide a date, so I gave the date when I first noticed the unauthorized charges. Once I returned to Connecticut, I confirmed the card was gone and also noticed additional unauthorized charges that predated my original claim. I called Wells Fargo again, explained this, and was told there was no problem and that the additional unauthorized charges would be added to the original fraud claim. Despite this, Wells Fargo denied the claim. When I asked why the claim was denied, I was told it was because I gave two different dates. I explained that those were not conflicting stories. I initially provided the date I noticed the fraud because I did not yet know the card was missing, and then later updated Wells Fargo once I returned home, confirmed the card was gone, and identified additional earlier fraudulent charges. I also asked who denied the claim, but Wells Fargo would not tell me. Even the Wells Fargo representatives assisting me seemed confused that the claim was denied given that I was physically in Texas while the card was being used in Connecticut. However, they told me the decision had already been made and that they just work here. I am requesting that Wells Fargo reopen and properly investigate this fraud claim. I did not authorize these Connecticut transactions, I did not benefit from them, and I reported the issue promptly once I noticed the unauthorized activity. Wells Fargo also failed to alert me that my card account was being used in two different states during the same time period, even though that activity should have appeared unusual. I am requesting reimbursement for all unauthorized charges, a written explanation of the denial, and a full review of the evidence Wells Fargo relied on, including transaction location, transaction method, merchant information, timestamps, XXXX XXXX wallet activity, physical card activity, and any basis for concluding the transactions were authorized.

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