Consumer complaint received 2025-06-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This is for my businrss credit card XXXX XXXX XXXX XXXX XXXX XXXX. I am XXXX XXXX, aka XXXX XXXX. 

On XXXX I received a fraud alert on my Wells Fargo business credit card. This credit card is rarely used it's kept in a safe it's in my possession. A transaction history will show it's been 24 months since I used the card. Nevertheless someone managed to obtain the information and try to make a purchase through XXXX. I'm in contact with customer service canceled the card and I was told a new one with a new account number would be sent to me. 

On XX/XX/year> I received from the XXXX Postal Service a picture of a Wells Fargo envelope in my XXXX XXXX which I assumed to be my new business credit card though I had not checked the mail as of the time of this writing I'm XXXX XXXX XXXX I received XXXX different fraud alerts on the new business card that I do not even have in my possession yet. The attempted fraud was with XXXX again but yet I have not activated that card yet I don't even know that the card number and it's only XXXXXXXX XXXX XXXX. 

I contacted customer service and thank them for notifying me about the fraud and I clarified can you tell me please if this was just a leftover attempt from the previous card number or was this new card number used because I do not even have this card in my possession yet nor has it been activated. Customer service in for me that the new card was used and this set of major red flag for me. Because the only thing that made sense at that point is that the Wells Fargo XXXX is compromised, my day is not safe my accounts are not safe how is it that someone could have changed this information that was less than a week old that I have not even obtained yet I clarified again with the new card information used and I was told yes. 

I communicated my deep concerns that this does not XXXX confidence and that likely the organization is compromised their security is failing at some point and I invited the representative to please give me any other scenario that makes sense. She attempted to inform me that different Merchants have my information on file which was a surprise to me I said which Merchants who and she read off a couple different merchants and I told her please understand I don't use this card I don't have any Merchants that have this information this has to be some sort of mistake. Her solution was to cancel that new card that I had not even received yet that was in my XXXX XXXX XXXX send another one. But I told her you should likely take this to your boss because I'm not trying to bicker I just really think you guys need to look into the fact that your organization is compromised somehow otherwise give me some scenario that makes sense as to how somebody could use this information that I have not received yet. I was not satisfied with your explanations and whatever she was saying absolutely made no sense she was trying to say maybe Merchants have it and I kept going back to the same point that is how is it that it's XXXX XXXX XXXX XXXX  and I haven't even received the info yet how could it be anybody else is using it and then I was not giving any reasonable explanation. 

At that point I no longer felt safe at Wells Fargo I froze all my different debit cards and credit cards from both business and personals and after being transferred around a bunch of different times I told them that I really have nothing else to say I'm trying to do them a favor by telling them that there's a problem but they failed to acknowledge or recognize it or give me any reasonable explanation as to how else the security breach could occur if not originating from their organization I can no longer even see this account on my online access likely it will reappear once I activate the card once it arrives now that a new one has to be sent but I include a screenshots of the fraud alerts and you could see the XXXX different cards XXXX different times and there's no way anybody could have that information if I don't even have it furthermore I don't even use these cards there's no way that Merchants should have it all of this information and even if they do how do you explain a new card being used that I have not even activated or received yet if the security breech is not with Wells Fargo

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