Consumer complaint received 2025-12-03 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 had been being charged for purchases connected with XXXX and I had noticed them until around XX/XX/XXXX. In the details of each transaction, the last four digits of the card being used are typically added ; however, with these unauthorized transactions the four digits they gave were not the last four digits of the card in my possession. I had requested a new card the previous month ; it however, did not arrive at my residence. 

I opened my checking account to investigate further, and I found more transactions of a similar nature with the end total being around {$130.00} in total unauthorized transactions. I quickly submitted a claim to my bank, and believed the issue to be resolved. However, on XX/XX/XXXX, I was charged again ; I promptly contacted my bank since it seemed that the online claims I had made my checking account to investigate further, and I found more transactions of a similar nature with the end total being around {$130.00} in total unauthorized transactions. I quickly submitted rough the Wells Fargo app weren't working and the bank was not flagging these purchases as suspicious following the submittion of the claims. I was able to file a new claim on this transaction through the help of the customer service representative and was assured that these would be stopped. However, 8 days later, on XX/XX/XXXX, another purchase was made. And subsequently, two more transactions were made on XX/XX/XXXX ; all of which I submitted claims for. 

Believing the issue to be resolved - and a refund being issued - I put this issue on the back of my mind. However, on XX/XX/XXXX, I noticed that there were provisional credit reversals posted onto my checking account. Curious, I kept track of the amounts and felt they seemed suspicious. To further my investigations, I opened my claims files. To my chagrin, my claims made in regard to these transactions from XXXX were declined. Making haste, I called the number given to speak with a representatives for fraudulent charges ; because I thought that surely since I was continuing to be charged by XXXX despite the claims, I will most likely be charged again in the future. I explained the predicament to the representative- after nearly 20 minutes of being on hold - about my concerns. They regretted to inform me that there was nothing they could do since - in their words - " the merchant ( XXXX ) presented confounding evidence '' with the purchases made. They kindly suggested I get in touch with XXXX, and when asked, said that I could use the transaction numbers as a way to identify these purchases since I did not have any other evidence nor traces of these purchases. I will again emphasize I have never purchased anything from XXXX, and I never will. 

Looking up a phone number to speak and explain my plight to a XXXX representative was a near impossible and frustrating task. Each link I clicked lead me to the same window, where I was ultimately forced to use my email to sign up for a XXXX account just to speak to someone. Frustratingly, I was not able to call a representative but I had to use a live chat instead, but considering it seemed like my last option, I obliged disgruntledly. There I explained that I had never purchased anything from their site and could only submit the transaction details for evidence. I was then directed to fill out and submit a ticket, which I did. I took a little less than 2 hours for the XXXX customer service team to reply ; the reply was as useless as it was filled with empty niceties. Giving me no solution whatsoever, and instead instructing me to " check if a family member or friend used my payment information, '' and most infuriatingly of all to " contact my bank to verify the transaction. '' Seeing this made it abundantly clear to me that both Wells Fargo and XXXX were sending me in circles ; which I assume is to eventually tire me of my resolve and submit to my hard-earned money being wired from my personal checking account to XXXX ; much like a crooked politician to an off-shore bank account. It is clear to me that Wells Fargo has more interest in maintaining rapport with XXXX, a site already infamous with its robbery, than with a member it has held since XXXX. Not only has Wells Fargo ignited my discontent and distrust, it has become XXXX, selling me for {$130.00}.

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