Consumer complaint received 2026-04-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Consumer Financial Protection Bureau Complaint Company : Wells Fargo Bank , N.A . Product : Credit Card Issue : Billing Dispute / Fraud / Identity Theft Total Amount in Dispute : {$3400.00} ( 7 transactions of {$490.00} each ) Date of Transactions : XX/XX/year> ( approximately XXXX XXXX XXXX ) Complaint Summary : I am filing this complaint regarding Wells Fargos improper denial and handling of my fraud claim involving seven unauthorized credit card transactions totaling {$3400.00}. These transactions were the result of a phishing and impersonation scam in which I was deceived into providing my personal and financial information under false pretenses. I did not knowingly authorize cryptocurrency purchases or intend to transact with XXXX XXXX. Description of Fraudulent Incident : On XX/XX/year>, I was contacted by an individual impersonating XXXX support. I was falsely told that my listings were restricted and needed to be verified. I was directed to a fraudulent website ( XXXX ) designed to mimic a legitimate XXXX service. During this interaction, I was instructed to enter sensitive personal information, including my name, Social Security number, and credit card details, and to respond to SMS verification prompts. I reasonably believed I was completing a legitimate verification process. I did not understand that I was authorizing financial transactions or cryptocurrency purchases. Details of the Unauthorized Transactions : * Seven transactions of {$490.00} each were processed on XX/XX/year> * Transactions were used to purchase cryptocurrency through XXXX XXXX * The account used to conduct these transactions was not mine * The transactions were associated with the email address * * [ XXXX ] ( XXXX : XXXX ) * *, which I do not own or control * Although my phone number was used during the process, this occurred while I was being actively deceived as part of the phishing attack * Funds were rapidly converted to cryptocurrency and transferred to an external wallet outside my control Wells Fargos Handling of My Claim : Wells Fargos handling of this matter has been inconsistent and confusing : * The transactions were initially flagged and treated as fraudulent * I was instructed to reopen the claim under a different category ( services not received ) for two of the transactions * I followed this instruction in good faith * Wells Fargo then denied those claims, stating that the services were provided and accepted * Wells Fargo refused to allow me to dispute the remaining five transactions entirely This sequence demonstrates that Wells Fargo did not consistently evaluate the transactions as fraud and instead redirected the claim into an inappropriate dispute category, leading to denial. Response to Wells Fargos Determination That Transactions Were Authorized : Wells Fargo has stated that the transactions were not fraudulent because I approved them. This conclusion is incorrect and fails to consider the circumstances under which any approval occurred. Any actions I took, including responding to SMS verification prompts, occurred while I was being actively deceived during a phishing and impersonation scam. I reasonably believed I was interacting with a legitimate XXXX verification process and did not understand that I was authorizing financial transactions or cryptocurrency purchases. Approval obtained under deception, misrepresentation, or impersonation does not constitute valid authorization. I did not knowingly consent to these transactions, nor did I intend to engage in cryptocurrency purchases or transfers. Wells Fargos determination improperly treats fraud-induced activity as legitimate authorization and fails to account for the realities of social engineering attacks. 1. Fraud-Induced Authorization Is Not Valid Authorization Any apparent authorization was obtained through deception and does not represent informed or intentional consent. 2.Transactions Were Conducted Through an Account Not Owned by Me The transactions were executed through an account associated with an email address that is not mine ( * * [ XXXX ] * * ). Wells Fargo has not demonstrated that I created, owned, or controlled this account. 3.Use of My Phone Number Does Not Establish Authorization My phone number was used only because I was actively being deceived during the phishing attack. This does not establish that I knowingly authorized the transactions. 4. Evidence Reflects Fraud Pattern, Not Legitimate Activity Wells Fargos own documentation shows : * Account activity occurring within minutes of identity verification * Immediate purchase and withdrawal of cryptocurrency * Transfer of funds to an external blockchain wallet This is consistent with fraud, not normal consumer behavior. 5. Overreliance on IP Address Is Insufficient Use of a local IP address does not establish legitimate authorization in cases involving phishing or social engineering. 6. Refusal to Accept Disputes for Remaining Transactions Wells Fargo refused to allow me to dispute five of the seven transactions, preventing a full investigation and denying me the opportunity to provide supporting documentation. Actions I Took : * Reported the fraud immediately upon discovery * Cancelled my card * Filed a fraud claim promptly * Secured my accounts Conclusion : This case involves clear phishing, impersonation, and identity theft. Wells Fargos inconsistent handling of my claim, improper categorization of the dispute, and failure to investigate all related transactions resulted in an unfair denial and improper assignment of liability. I respectfully request CFPB intervention to ensure a fair resolution. * * Attachments : * * * Wells Fargo denial letters dated XX/XX/year> * Supporting transaction documentation * Evidence of phishing scam ( screenshots and fraudulent website )

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 monetary relief