Consumer complaint received 2025-02-27 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:
XXXX XXXX XXXX in Protecting My Accounts Claim # XXXX On XX/XX/year>, fraudulent transactions were made on my compromised Wells Fargo accounts . The next day, on XX/XX/year>, I visited a Wells Fargo branch to open a new checking account, replace my compromised credit card ending in XXXX, and update all passwords for both my bank and associated email accounts. A new credit card ending in XXXX was issued to me in place of the compromised account ending in XXXX. 

Despite these precautions, I received an email from Wells Fargo on XX/XX/year>, regarding a past-due payment on my new account ending in XXXX. The email included a {$540.00} charge from XXXX, which was declined due to the overdue status. Since I never authorized this charge and have never shopped at XXXX, I immediately contacted Wells Fargo and instructed them to decline it. 

During my conversation with a Wells Fargo representative, I was informed of additional fraudulent charges in XXXX  XXXXeven though I reside in XXXX. I reviewed the transactions and declined all unauthorized charges, except for XXXX legitimate charge of {$340.00} from XXXX of my vendors ( see the attached bank statement for details ) Wells Fargos Failure to Protect My Accounts The most alarming concern is how fraudsters obtained my new credit card information ending in XXXX when I was the only person with access to the card. 

To hold the bank accountable, I previously filed Claim # XXXX against Wells Fargo for negligence in protecting my accounts from fraudulent transactions that occurred on XX/XX/year>. Despite allowing these unauthorized transactions, Wells Fargo continues to deny any responsibility for a breach of its network security.

An investigator from Wells Fargo later contacted menot to assist, but to accuse me of negligence. When I requested the IP address used to change my password and access my account to compare it against my device 's IP addresses, he refused to provide it, stating that I would need a court subpoenaknowing full well that I can not obtain such a document. 

The total amount involved in this fraud is {$15000.00} ( see Claim # XXXX for details ). 

Critical Questions for Wells Fargo How was my new credit card ending in XXXX compromised so quickly? 
Why is Wells Fargo denying responsibility when it is evident that their network was either breached or an insider continues to leak customer data? 
Why did fraudulent transactions continue despite my immediate password and account number changes? 
This situation is not just negligenceit is a failure of security and accountability. As a XXXX man supporting a family of XXXX, I am already facing financial hardship, and Wells Fargo has only worsened my situation. This is a clear case of elder abuse. 

Demand for Investigation Wells Fargo must be thoroughly investigated by federal authority entities, and the truth about its security failures must be exposed. Instead of shifting blame onto customers, they must take full responsibility for their inability to protect account holders. 

I demand a full refund of my previous claim for {$15000.00}, as this undeniable evidence proves that Wells Fargo is at fault and has failed to protect customer data. 

See the attached documents for further details.

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