Consumer complaint received 2024-10-30 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: FL

Complaint narrative:
This complaint is directly linked to complaint XXXX and is about Wells Fargo XXXX XXXX XXXX XXXX and disputed financial responsibility. I am limiting this complaint to just one thing. 
Subject : After the disputed transactions, my Wells Fargo XXXX XXXX XXXX XXXX had to be cancelled and a new one issued. 
Sources of Information : Wells Fargo Online Website, Communication with Wells Fargo and notes thereof, my account statements, my phone logs which I got from XXXX, a page printed from the Wells Fargo branch in XXXX at XXXX XXXX XXXX. 
XXXX XXXX XXXX  : I was victim of imposter scam and had my family threatened if I didn't do what was told. I made no calls to Wells Fargo. I did not cancel or close my card. 
XXXX : I went into the Wells Fargo XXXX, XXXX XXXX XXXX, XXXX, FL XXXX And spoke with XXXX XXXX, Senior XXXX XXXXr, Sr. Assist. VP. After XXXXXXXX XXXX. I told him the whole story, stating I needed to cancel both my debit card and my XXXX XXXX XXXX card and get new ones. He looked into a screen and said the transactions had not been received and therefore I owed no money. He canceled my cards and ordered new ones. I made no calls to Wells Fargo. On my phone logs are 2 calls made to Wells Fargo at XXXX to ensure my cards were cancelled and there were no Pending charges. The acct balance was XXXX. This was at XXXXXXXX XXXX anXXXX XXXX XXXX Talked with 2 people. These are the only telephone calls I made regarding canceling my credit card and requesting replacement. 
I know the date and time of canceling the cards and issuing replacements is vital when you have been billed Because if a card was cancelled before the company receives the charges, the company is not required to pay them. And I wouldn't have to be going through all of this. 
The first indication I had anything was wrong was a letter I received from Wells Fargo dated XX/XX/2024, XXXX. XXXX. From Claims and Recovery Credit Card Fraud Claims, XXXX XXXX, XXXX, NC XXXX. It states that they are researching unauthorized transactions I reported. So to protect my account. They closed it and opened a new one. They did not close it. I did at the branch bank as described above. I was deep into dealing with another provider. I didn't reply or correct them as I thought everything was sorted. 
Time passed. The charges showed up for {$700.00}. 
After talking to different people, I realized I was hearing different dates from different people. I couldn't get any information that matched mine. So was escalated to XXXX, XXXX, in the Consumer Advocacy unit. Really an escalated specialist acting on behalf of Wells Fargo, not me. She reopened my case. On XX/XX/2024, XXXX called me to let me know that the next level up would be making their decision and contacting me. As we were going through facts, I mentioned that I was hearing different information from different people including when and how the acct was closed, and how I had gone into the branch to do it although I kept hearing I called and then there's the letter dated XX/XX/XXXX. XXXX was honestly shocked. You went into the branch? Yes. The one you said is on XXXX? Yes. Her screen said I called it in. She wouldn't give me any more information, saying she would pass that on and for me to expect a letter, which resolved in Wells Fargo favor. 
This complaint is about the day and time the account was closed. 
This week I decided to strike out and find out for myself so I started by going to Wells Fargo branch on XXXX XXXX to speak with XXXX XXXX as XXXX was sure he would confirm my story. 
He was busy. I sat down with XXXX XXXX, XXXX. XXXX, to wait for him and talk to her, thinking that she could confirm me coming into the branch on XX/XX/XXXX closing my accts and requesting new ones. Her screen only told her about the debit card and didn't mention my credit card at all. She printed out a copy of that transaction and told me that that could be proof. But I didn't think so. I made an appt with XXXX XXXX for noon and came back then to talk. He remembered me perfectly, saying that he had closed both cards and made the call to cancel them. He then looked at his screen and looked unhappy. I asked what was going on. I needed the time. He said he couldn't give it to me or even let me know what it was saying. He did tell me that the screen was showing I cancelled it on the XXXX, the day of disaster by phone. He was very flustered. My phone logs show I made no call to them on the XXXX. He said he could show me and printed out a copy of my last statement. 
When I had received it at home, there was a line for XX/XX/2024 that said adjustments/purchases {$700.00}. This was under credits. I assumed this was Wells Fargo XXXX that I didn't owe the money. Wrong. 
XXXX XXXX got the copy of my last statement, pointed to the line that said XXXX. He said that when he sees that he knows there is something going on especially as he could see Wells Fargo was saying I cancelled the card on that day with a telephone call. I asked him if he would be willing to notate on the statement that I didn't call Wells Fargo on the XXXX and that I had come to his office and did that. He refused, saying he was sure he would get fired for that. Then I asked him if he would make a statement on a blank piece of paper and again, said no, he would get fired. So no luck there except establishing that I was in the office to close my cards. Now the most important thing was the time. I needed to relate the time I cancelled the card to the time the transactions processed. Next step, XXXX, XX/XX/2024 speaking with either XXXX or XXXX or both. What's important is what I learned. 
The card was closed and canceled on XX/XX/2024 by me in person. Her screen did not show the time. But it did show that they didn't do any work, like actually closing it, until XX/XX/2024. 
There is no other notation on her screen. When asking about my calls I made the afternoon of XX/XX/XXXX, she said the calls are logged but there is no notation as to what they were about. She was not willing to try to to find the time, adding that she doesn't even have access to those records. 
So my complaint is : I think Wells Fargo created a narrative that suited their purposes. Both the letter dated XXXX saying they closed it on my behalf, and XXXX and other representatives saying I did not go into the branch on the XXXX and it was not closed then -- fact checked. False. 
So this complaint is about the day and time my card was in reality closed. I have the days now. I closed it on XX/XX/2024 at the branch office, Wells Fargo did not close it until XX/XX/2024. I still don't know what time.

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