Consumer complaint received 2025-12-25 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: AZ

Complaint narrative:
Hi there my name is XXXX and I appreciate your help. I bank with Wells Fargo and have a situation with them I feel like I could use some guidance on. 

Over the summer ( I believe XX/XX/XXXX ), I was involved in a fraud case. There were 4 separate fradulent charges posted totalling around {$2000.00} that I spotted on my credit card and called to report. My credit card was actually due the next day, so with the help of the fraud team they were able give me the amount I personally owed which I paid prior to my account being closed. 

I was pretty quickly reimbursed and thought everything was fine. 

When I got my new credit card, the old fradulent transactions as well as the reimbursement reposted. The fraud charges were now under a different name " bank adjustment XXXX, XXXX  ''. When I called they reassured me this was not a new fraud case, but I felt uneasy about it and closed my credit card at that time. I had about {$60.00} of oustanding charges at that point which I paid and the credit card was closed. 

For some reason, on my closed credit card, there were redundant charges of this fradulent activity under the title " unposted items ''. When I reached out to the credit card department they believed it was a mistake as there were some concerns that both the bank and the insitution that the fraud occured at reimbursed me but could confirm I was not twice reimbursed, but twice charged. They had tried to take these duplicate charges off but for some reason unable to and this was escalated to the executive team.

I was told I should expect a response from the executive office in two weeks which turned into two months. I had reached out multiple times and the found out my case is being managed by a person named XXXX who I was told on multiple different occasions would reach out to me but never did. 

Just recieved a letter stating that I had been reimbursed for the fraud and therefore owed them the money plus several XXXX XXXX in interest and late fees that have accrued while waiting for them to investigate. About {$2600.00}. Also recommended with any additional questions to reach out to the credit card department which is the department that escalated the case initially. 

I tried very hard to get ahold of XXXX and her team and again was told she was going to contact me but so far, nothing. Perhaps the holidays have something to do with it. 

I'm at a loss of what to do. I am concerned this is affecting my credit score and my ability to get a loan and I am also concerned this will soon go to collections. I can't seem to get ahold of anyone at Wells Fargo that can help but they insist that I pay them money that was stolen from me as well as the interest and late fees. 

I'm sure this is really small fish compared to what you have to deal with normally but I would really appreciate any help you can provide. 

Much appreciated, XXXX

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