Consumer complaint received 2024-08-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Wells Fargo- Not Honoring XXXX Liability Protection After coming home to the XXXX on XX/XX/XXXX from a trip to XXXX I was alerted by Wells Fargo via text messaging that on XX/XX/XXXX, XXXX fraudulent charges were made at a mall in XXXX, XXXX on my debit card. All charges were made at the same mall on XXXX XXXX. The text message showed that the first charge of {$2600.00} was pending while the other XXXX charges adding up to XXXX were blocked ( pending my approval ). 
After seeing the message and charges on XXXX XXXX early in the morning I immediately called XXXX XXXX XXXX department to report that all XXXX charges were fraudulent. 

I talked to XXXX at the XXXX XXXX Department who immediately cancelled the card, arranged to send me a new card and reported to claim to the XXXX Department. I cut up the old card and had confidence that XXXX would stand behind its XXXX XXXX XXXX and reverse all charges. 

To my surprise I saw on XXXX XXXX that the first charge of {$2600.00} was posted as a charge on my checking account dated XX/XX/XXXX. Again, I immediately called the XXXX Department and was told that XXXX determined that the charge was justified since I had either used the card myself or authorized someone to use the card. I explained that this was not possible since I had returned to the XXXX on XX/XX/XXXX and had the card in my possession. I also said that I had proof of this. 

To add insult upon injury, the gentleman seemed uninterested in my proof and just told me that the decision had been made and that he understood my frustration. After telling him that the was not an acceptable outcome for me, I was transferred to a fraud XXXX called XXXX. 

I once more explained to her that I was not responsible for the {$2600.00} charge, but again, she insisted that I had used the card ( or authorized someone to use it ) and there was no interest in what I had to say, nor was there any interest in seeing my proof. 
After expressing my frustration about essentially being told that XXXX lying I again said that this was not acceptable to me. At this point she said shed send this case for XXXX review and Id hear back within XXXX working days. 

XXXX working days later I received an email message from XXXX, an escalation representative at the XXXX XXXX XXXX XXXX Banking XXXX XXXX XXXX stating that We confirmed your card and chip were validated for the disputed transactions. Because the transactions were authorized by you or by someone authorized to use your account information, your request for reimbursement of the disputed transactions is denied. 

As a last attempt to find someone who I could show my proof that I wasnt in XXXX and that the card was with me at the time of fraud in XXXX I decided to visit my Wells Fargo XXXX. After making and appointment at the branch I returned in the afternoon of XXXX XXXX to talk to XXXX XXXX. 
XXXX XXXX was nice enough and tried to help, but ultimately was stuck waiting on phone lines and by the time she got to talk to a real person to explain the case the line was disconnected. 

In the end she was able to talk to someone and tell me that the only way that Wells Fargo will re-open the case was for me to send proof / documentation ( which nobody wanted to review so far ) to a generic alias : XXXX. She also informed me that it XXXX take up to 30 days to be informed if the case was to be re-considered. 

After XXXX minutes of visiting with her, I told her that at this point I had very little confidence that XXXX would solve this case if I send documentation to a generic / impersonal alias, nor did I have any more appetite of investing more time and effort to prove a point that obviously nobody cared about, nor showed any interest in caring about. 

There are several points in the communication with Wells Fargo that highlight how offhandedly, haphazardly and uninterestedly this case was handled by the employees of the respective Wells Fargo XXXX XXXX XXXX departments in the XXXX XXXX XXXX XXXX Banking XXXX. 

XXXX bringing this case to you in the hope that this case will be reviewed with the attention, customer centric attitude and accountability it deserves. 

Wells Fargo knows as well as I do that fraudsters use skimmers or shimmers to clone cards. As a customer of 27 years, I must say their behavior is as deeply disappointing as it is frustrating. 

P. XXXX I have the original card in my possession. I still have all my boarding cards showing when and how I left XXXX. I also have an exit date stamp in my passport proving when I left XXXX. I'm happy to show any and all of this to any Wells Fargo employee - that is if anyone cares.

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