Consumer complaint received 2025-12-05 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: CA

Complaint narrative:
I am filing a complaint regarding Wells Fargos handling of a fraudulent {$980.00} transaction on my checking account ending in XXXX and the premature removal of my provisional credit while the dispute was still under active review. 


TIMELINE OF EVENTS XX/XX/XXXX to XXXX, XXXX - Last time I used my wallet. I later realized it was missing. 

XX/XX/XXXX - I noticed the loss and froze my cards. 

XX/XX/XXXX - I contacted Wells Fargo, reported the missing wallet ( including my SSN card ), and requested a replacement debit card. 

XX/XX/XXXX- Wells Fargo emailed me stating that my replacement debit card had been shipped and would arrive in 57 days. 

XX/XX/XXXX - A {$980.00} transaction to " PP * XXXX XXXX '' posted. Wells Fargo claims the card was activated and used, but I had not received or accessed the card. 

XX/XX/XXXX to XXXX, XXXX - I contacted my property manager asking how to access my mailbox because I had just moved in. I did not open my mailbox until XX/XX/XXXX, which proves I could not have received or activated the card on XX/XX/XXXX. 

XX/XX/XXXX- Wells Fargo mailed me a letter denying my dispute. At that point, they had not reviewed any of my evidence, because I had only spoken to them verbally. 

XX/XX/XXXX - I submitted a formal written appeal with documented evidence ( screenshots, timeline, and email confirmation of card shipment ). In this appeal, I also formally requested that Wells Fargo provide the documents they relied on to deny my claim, including the activation method, IP/device data, and merchant verification records. They did not provide any of the requested documentation. 

XX/XX/XXXX- Wells Fargo acknowledged my appeal and stated they required 10 more days. 

XX/XX/XXXX- Wells Fargo denied my claim again, using the same unrelated reasoning : " There were no further card present transaction attempts after the card was closed. '' This did not address any of the evidence I submitted. Furthermore, this second denial was issued without responding to or acknowledging my request for documentation. 

XX/XX/XXXX : I submitted a second written appeal and repeated my request for the documentation Wells Fargo relied on to deny my claim. This was my second formal request, and Wells Fargo still did not provide any of the required evidence. 

XX/XX/XXXX- Wells Fargo removed the {$980.00} provisional credit, sending my account negative, despite the Executive Office Escalations team confirming on the phone that my dispute was still open through XX/XX/XXXX. 


WELLS FARGO IGNORED KEY EVIDENCE My submitted evidence clearly shows : 1. I did not have access to my mailbox between XXXX XXXX. 

2. My property manager confirmed I did not know which mailbox belonged to me because I had just moved into the apartment and had not yet been shown how to access my mail. 

3. Based on Wells Fargos own email ( XX/XX/XXXX ), the card should not have arrived by XX/XX/XXXX. 

4. The mailbox design makes it extremely unlikely a stranger could identify my mailbox. 

5. I never physically received the card Wells Fargo claims I activated.

6. The fraudulent transaction required physical card activation. 

7. Earlier legitimate purchases were via XXXX XXXX ( not the physical card ). 

8. A Wells Fargo insider would have full access to my personal information unlike an unknown stranger. 

Despite this, Wells Fargo denied my claim twice using reasoning that did not address any of this evidence. 


PROVISIONAL CREDIT REMOVED WHILE CLAIM STILL OPEN On XX/XX/XXXX, Wells Fargo removed the {$980.00} provisional credit and pushed my account to a negative balance. 
On the same day, a representative from the Executive Office Escalations team confirmed to me that : 1. My claim is still open 2. The investigation has been extended until XX/XX/XXXX XXXX. The dispute is under active review Reversing the provisional credit before the investigation is complete violates Regulation E requirements for a reasonable, good-faith investigation. 


RUNAROUND BETWEEN DEPARTMENTS On XX/XX/XXXX, I contacted multiple departments : 1. Claims department said they could not assist because the case was escalated.

2. Executive Office Escalations said they do not handle credit reversals.

3. Customer Advocacy attempted to transfer me but routed me back to Claims.

I was repeatedly given phone numbers that either : 1. did not work from my calling area, or 2. routed me back to the same automated lines. 

No department would take responsibility for correcting the premature reversal. 


FINANCIAL HARDSHIP I am pregnant, and this account is used to pay rent and essential bills.

The removal of the provisional credit caused : 1. A negative account balance 2. Immediate financial hardship 3. Risk of returned rent payments 4. Potential overdraft fees and account closure This situation is urgent and harmful. WELLS FARGO 'S FAILURES Wells Fargo : 1. Did not conduct a reasonable investigation, as required by Regulation E. 2. Issued two denials using irrelevant reasoning.

3. Reversed the provisional credit while the dispute was still open. 4. Ignored critical documented evidence. 5. Failed to provide the documents I requested that were used in their decision. 6. Continues to redirect me between departments, with no resolution. I am requesting CFPB assistance in : 1. Restoring the {$980.00}
provisional credit while the investigation is ongoing 2. Requiring Wells Fargo to properly reinvestigate using the evidence provided 3. Requiring them to produce the documents relied upon in their denial

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