Consumer complaint received 2025-07-09 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:
b"On XXXX I went into the Wells Fargo Branch to deposit a check. \nWells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXXThat same day an unauthorized charge was made on my Debit card at XXXX XXXX XXXX for the amount of XXXX XXXX XXXX XXXX I opened a claim regarding the fraud charge and closed by Debit card. \nWells Fargo customer service deactivated my Debit digital card in my XXXX XXXX XXXXWells Fargo representative than stated he can add a new Debit card to my XXXX XXXX.  He stated he can do that so I can use it before receiving my new Debit card.\nHe proceeded and added the new Debit card to my phone. \n\nIn the process of the physical Debit card was being mailed to me that I never received. \nNine new unauthorized charges were made with my new Debit card. \nStarting on between XXXX XXXX with a physical Debit card.  At that time I only had the new Debit card on my digital wallet. \n\nUnauthorized charges were made with the new Debit card I didn't receive.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXI then called Wells Fargo to cancel my new Debit card.  (Still did not receive Debit Card)\nOn XXXX I viewed my claims on the Wells Fargo app. \n\nI seen that the first claim was open in process with the one charge from XXXX XXXXThe second claim with nine unauthorized charges was closed. \nI then went into a Wells Fargo Branch to inquire on my claims.  I then stated I want to open an Escalated Complaint to have my account/charges reviewed.  \nWells Fargo stated I will get a call from the Escalated Complaint Dept. within 3 business days to follow-up. I did not receive a call from the Fraud Dept. \nOn XXXX I went out of town.  When I returned on XXXX XXXXI received four letter's from Wells Fargo. \nLetter 1 Dated XXXX Stated the completed the research and based on the information available to them, they have determined the transaction was authorized or that a processing error did not occur. \nLetter 2 Date XXXX Per the Fraud Department research they found that the transaction in the amount of XXXX have not been charged to my acct.\nLetter 3 It stated i requested to withdrawn my claim. ( That is incorrect I did not close the claim)\nLetter 4 XXXX  Stated they have completed their research into the transaction listed below and found that they were authorized or that a processing error did not occur. \nI then called Wells Fargo Claims Dept. and stated I did not close my claim nor make the charges on the physical Debit card. \nI told them I used my new Digital card with my XXXX XXXX on the same days the unauthorized charges were made.  I stated I wanted all charges with a time stamp. So they can review cross times with my charges and the fraud charges. \nCustomer service claims rep stated they will view and go over all my calls and to give them a call on XXXX  to follow up.  \n\nOn XXXX  I then decided to go to XXXX XXXX  for the first unauthorized charge that was made for the amount of XXXX XXXX to get a receipt XXXX  transaction date XXXX provided a receipt with my card # \nUnder another name (I will provide a copy of receipt with name)\n\nI also, got another unauthorized receipt \nfrom XXXX  transaction date XXXX for the amount of XXXX XXXXXXXX  with my Debit card #\nCharges were made under another name. (I will provide a copy of receipt with name)\n\nOn XXXX I went to XXXX XXXX XXXX XXXXThey also gave me a printed receipt that was under another name \n\nI am in the process of getting more information from the other locations. \n\nI am disappointed with Wells Fargo Bank customer service they are unprofessional. They gave me the run around I kept getting transferred to different representative's \nI had to explain my situation and fraud charges to each one. They were not being helpful. I didn't get a returned call regarding my fraud claims. I felt dis-respected and felt the Fraud Department was not willing to do a full investigation on my fraud charges. I am very upset that my claims were closed. I found evidence that the charges were not mine. I will provide information of the receipt's verifying the \nDebit card transaction are fraud charges."

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