Consumer complaint received 2026-01-22 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: NE

Complaint narrative:
A string of unauthorized debit card transactions totaling {$900.00} posted on XX/XX/XXXX caught my attention. When I attempted to dispute them online, Wells Fargo indicated the transactions were still pending and could not yet be disputed. While reviewing my account, I discovered an additional {$1000.00} in unauthorized transactions from the same merchant dated XX/XX/XXXX. I immediately disputed those charges. 

Wells Fargo investigated the XX/XX/XXXX transactions, determined they were fraudulent, and issued a credit. After the XX/XX/XXXX transactions posted, I contacted Wells Fargo to dispute them as well. During this call, the escalation and dispute team informed me they had identified additional unauthorized transactions from the same merchant dating back to XXXX. At that point, the total remaining fraudulent charges equaled {$2200.00}. 

Despite acknowledging that these transactions resulted from unauthorized access using the same payment credentials, Wells Fargo denied the claims for transactions occurring immediately before and after XX/XX/XXXX. Wells Fargo has provided no logical explanation or evidentiary basis for treating these transactions differently from the ones they already determined to be fraudulent. The only thing mentioned on phone was their " 60 day policy '' they mentioned which I told them violated Regulation E on top of the fact I wasn't even aware charges from earlier existed and those weren't even the initial charges I was disputing. 

Throughout my communications with XXXX XXXX dispute and escalation teams, representatives provided contradictory information, including stating both that the case was closed and that it was still open and under review. I also requested copies of denial letters and supporting documentation, but Wells Fargo has not provided them. XXXX also gave inconsistent responses about whether my request for written documentation was noted. Lastly, I mentioned on the call that it stated every transaction on the claim was 'removed ', 'closed ' and that said I won on my end, but they claimed it was impossible and not true ( I have attached screenshots saying otherwise below ). 

My account still displays the message : Good news! We credited your account and closed this claim, despite outstanding disputed transactions that remain unresolved. After the initial fraud determination, Wells Fargo issued me a new debit card, and I destroyed the compromised card. 

Under Regulation E, consumers are protected from unauthorized electronic fund transfers. Wells Fargo acknowledged that the XX/XX/XXXX transactions were unauthorized. The surrounding transactions from the same merchant were part of the same unauthorized access event and were not authorized by me. By denying these related transactions without evidence that they were authorized and without providing required documentation, Wells Fargo failed to conduct a reasonable investigation and failed to correct an error as required under Regulation E.

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