Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX I received alerts from my bank Wells Fargo that there was unusual activity on my checking account and my account was at {$0.00}. I logged into my account and saw multiple fraudulent charges. XXXX was for XXXX and was {$1000.00}, XXXX was for XXXX XXXX and was {$3200.00} and XXXX was for XXXX for {$390.00}. Someone was trying to purchase at XXXX for almost {$300.00} but the transaction did not go through. I immediately notified my bank and opened a claim. The XXXX purchase for {$1000.00} was found to be fraud and refunded to me. My bank declined the other charges in my fraud claim stating they were made with my debit card via a mobile wallet, but a Wells Fargo representative confirmed the XXXX purchase was also made with a mobile wallet. This WF XXXX advised me to contact the merchants myself and gather information about the transactions. Neither XXXX XXXX XXXX XXXX have a way to reach their customer service via phone. I was able to contact XXXX XXXX via email and they confirmed I have no account with them. I tried to reach XXXX via XXXX but no reply was received. I have screenshots from XXXX that show I don't have an order associated with my email or phone number. 

I contacted Wells Fargo to let them know that I had contacted the merchants and had additional evidence to submit including a police report and an identity theft report. Wells Fargo advised me to send the documents via email to the claims department. ( Side note : before speaking to a XXXX, I was told by a WF XXXX that there was no email for me to send the documents too ). The additional evidence was submitted to Wells Fargo on XX/XX/XXXX. My Wells Fargo fraud claim ending in XXXX was reopened a few days later according to the account tracker. I contacted Wells Fargo on XX/XX/XXXX to get an update on the claim. The WF XXXX. I spoke with said he had to reopen the case in another system which is why there had been no update previously. He reopened the case and provided provisional credit ( totaling {$3600.00} ) for the XXXX transactions that were originally denied. He said the charges were going to XXXX for review and I should hear an update within XXXX business days. I did not hear from Wells Fargo and on XX/XX/XXXX I saw my claim had been closed again and the provisional credit was reversed with absolutely no warning. This caused my account to overdraft. I contacted Wells Fargo minutes after I saw my claim was denied and I had {$0.00} in my checking account. The WF XXXX told me my claim was denied a second time due to the transactions being made by a mobile wallet. The same excuse as before. I told the WF XXXX that a mobile wallet was used for the XXXX transaction which they determined to be fraud and I had emailed additional evidence from the merchants showing I did not have accounts with them. The WF XXXX told me they didn't see that additional evidence and put me on hold to review further and speak to a XXXX. After some time on hold, the WF XXXX and XXXX both agreed further review was needed. They had reviewed my account/transactions and did not see any recurring purchases from these merchants. ( It's great these XXXX took the time to do that but why wasn't that done by the claims department already? ) The WF XXXX and XXXX opened a new case for me today ( XX/XX/XXXX ) with the XXXX transactions that have been denied and added their personal notes from their review. The provisional credit needs to be approved first though and can take up to XXXX business days. It can also take XXXX business days for Wells Fargo to review the case and provide updates. I am grateful a new case was opened for me ( the WF XXXX. I spoke with today was wonderful ) but I am concerned that this case will be treated the same as the previous case and denied for the same reason. I am also upset that I feel like I have to start the whole claims process over from the beginning when I have been going back and forth with Wells Fargo for XXXX months. My stress levels have been super high during this time. I did not make these transactions and would like Wells Fargo to reconsider their previous decision with this new claim. I will upload the additional evidence sent to Wells Fargo.

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