Consumer complaint received 2026-03-29 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: OK

Complaint narrative:
Dear Decision Maker, - I have been an XXXX for XXXX years and have always trusted Wells Fargo as my bank. On XX/XX/year>, after XXXX XXXX, I was at my school with XXXX other XXXX when I started receiving messages that my debit card had been used at a XXXX in XXXX. They witnessed my concern escalate when I received a call from Wells Fargo, a saved number in my phone contacts. I answered and was told that my card had been read at a gas station pump the previous day. I had, in fact buy gas the previous day at XXXX on XXXX XXXX in XXXX, XXXX. The person on the phone asked whether I was at work and whether a later call at my preferred time, XXXX XXXX, would be helpful ; I agreed. My fellow XXXX also witnessed this as we were finishing a week of student support documents. - A later call came through at the agreed time of XXXXXXXX XXXX, again from Wells Fargo, was made, and that was when the fraud occurred. The impersonator hads spoofed the Wells Fargo official number that is located on the back of every Wells Fargo card, then used panic and intimidation to charge {$11000.00} to my Wells Fargo Credit Card, move the money to the Wells Fargo XXXX account. They then withdrew {$9500.00} from XXXX XXXX. I am still uncertain of the exact steps. - I involved Wells Fargo the morning of XX/XX/year>, when I realized I was the victim of bank impersonation. There are various documents within the attachment provided, and additional documents regarding the communication between Wells Fargo and me in a second document. I spoke to XXXX individuals on XX/XX/XXXX on the phone, and they stated that a report had been filed on my behalf, and it takes the fraud department approximately 10 days to reverse all charges. I also drove XXXX hours to the nearest Wells Fargo in XXXX, TX, and they also said it takes the XXXX department 10 days to reverse charges, and to try to be patient. - Wells Fargo walked me through very similar steps to those of the impersonator to protect my account. They closed my accounts at that point and opened new ones. - I received a letter from Wells Fargo on XX/XX/year>, stating that they denied my claim. They stated the address used was the same as that associated with my account. - A XXXX search for my name reveals that if you know my name, which the impersonator did, my address comes up in the XXXX search, this would not be difficult to associate with a charge. - Wells Fargo also stated that I benefitted form the charge ; My XXXX XXXX has dropped considerably because of the {$11000.00} charge, and Wells Fargo continues to request payment, which I've made. - I escalated the claim to the XXXX department and submitted the documentation they requested, including the police report case number that I filed with the XXXX Police Department. XXXX XXXX was the agent who assisted with the claim. I received a final denial letter on XX/XX/XXXX, providing the same response as previously, stating that I had not provided adequate evidence. - I have submitted XXXX PDF 's with Wells Fargo, XXXX XXXX, and the Department of Internet Crime. I also filed a police report with the XXXX Police Department. I appreciate your time and consideration. It has been difficult to see that Wells Fargo has not been there when I needed them most.

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