Consumer complaint received 2025-01-22 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: NV

Complaint narrative:
I am writing to formally file a complaint regarding Wells Fargo 's mishandling and denial of my fraud claim for {$590.00} on my credit card ending in XXXX. Despite following all necessary procedures and providing requested documentation, my claim remains unresolved, leaving me responsible for fraudulent charges. I believe this decision violates the Federal Credit Billing Act ( XXXX ) and Wells Fargo 's stated policies for resolving unauthorized charges. 

Key Facts of the Incident XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) : I was alerted to XXXX unauthorized charges of {$99.00} each ( {$590.00} total ) from " XXXX XXXX XXXX. '' I immediately reported the activity, and Wells Fargo closed my account and issued a new credit card. 
Account Balance Transfer ( XX/XX/XXXX ) : A balance of {$700.00} was transferred to my new account, including {$100.00} of legitimate charges and the {$590.00} in disputed fraudulent charges. 
I was assured the fraudulent amount would remain until reviewed by the Claims and Recovery team. 
Claims Process Delays : On XX/XX/XXXX, I received a letter requesting additional information, which I faxed to Wells Fargo on XX/XX/XXXX. 
I followed up multiple times ( XX/XX/XXXX, XXXX, and XX/XX/XXXX ), but each call resulted in being passed between departments with no resolution. 
Denial and Confusion : On XX/XX/XXXX, I was informed that the claim was denied because Wells Fargo stated the disputed amount was refunded via " cash advance '' to me, which is incorrect. 
I have never used my credit card for a cash advance, and no such refund appears in my accounts or statements that I have visibility to. I didn't receive the cash. 
Ongoing Frustration : Wells Fargo bankers I consulted in person on XXXX and XX/XX/XXXX suspected a transactional error, where the alleged refund was applied to my old account. 
Despite assurances from Wells Fargo representatives ( including case number XXXX ) that the claim was resolved " in my favor, '' I have yet to receive the {$590.00} refund. 
Impact on Me : I have been charged interest on the fraudulent amount, which I left unpaid based on assurances it would be resolved. 
My credit score has been negatively affected due to this unresolved balance. 
This has caused significant stress and frustration, as I have spent hours attempting to resolve this issue with no clear resolution. 
Desired Outcome : Refund the {$590.00} fraudulent amount to my account immediately. 
Waive all interest and fees associated with this balance. 
Investigate and correct any errors in Wells Fargo 's processes to ensure proper handling of fraud claims. 
Provide a clear and comprehensive explanation of how Wells Fargo will prevent such errors in the future.

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