Consumer complaint received 2024-04-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
On XX/XX/XXXX a charge was made to my Wells Fargo credit card that I did not authorize for the amount of {$2000.00}. I was away for the weekend when this occurred. Upon returning home, I noticed the charge and an e-mail from Wells Fargo inquiring if this was fraudulent activity and contacted them immediately. They cancelled the card and originally reversed the charge. After they conducted an investigation, they are holding me liable for this fraudulent charge for the card being in my possession at the time. After personal investigation, I believe the charge occurred at a XXXX XXXX Vendor booth while attending a concert in XXXX, NC at the XXXX XXXX XXXX XXXX. I believe that a cashier may have applied a tip of {$2000.00} on the purchase charge of {$16.00} on a handheld device at a concession/vendor booth. The venue does not accept cash and you do not receive receipts as every transaction is digital. After receiving the denial letter from Wells Fargo, I opened another dispute only to have it denied as well. Another claim was filed, claim # XXXX. That time the representative advised me not to make any payments until this was resolved. I would have no issues making payments if the balance reflected was accurate. However, the charge itself was more than the initial balance on the card before this occurred. I had only a total balance of {$410.00} on the statement prior to this transaction. Wells Fargo sent a letter wanting me to contact the merchant directly. On my account statement, the merchant information was listed as follows : XXXX XXXX, XXXX XXXX, CA. I was unable to find any contact information for that merchant anywhere online. I called Wells Fargo back on XX/XX/XXXX, letting them know I was trying to provide the information they requested such as contact information for merchant. I contacted XXXX XXXX directly on XX/XX/XXXX after being unsuccessful in finding an actual business number for the merchant. The representative 's name was XXXX. XXXX XXXX opened an investigation and promised to follow-up, but I never received any feedback or help. On XX/XX/XXXX, I received yet another letter from Wells Fargo denying claim. I have since been charged for interest and late fees regarding non-payment as directed as well as still being held responsible for a charge I did not authorize. I sent a certified letter to the Credit Bureau XX/XX/XXXX regarding matter. I also filed a claim with the XXXX XXXX XXXX on XX/XX/XXXX ( complaint # XXXX ). They ended up closing the case after non-response from Wells Fargo. I have continued to dispute this charge with Wells Fargo only for them to keep requesting more time and eventually give the same conclusion that I am at fault. Wells Fargo case # XXXX, see attached letter. Wells Fargo has also now reported this on my husband 's credit after I called and gave consent for him to make calls regarding this matter. I've since had another fraudulent charge on that account on an unused/unactivated card in XXXX. They refunded that one as I have not used this credit account since XX/XX/XXXX. I had them freeze the account on XX/XX/XXXX so that no further activity could occur. I am in fear of my credit being destroyed over a charge I did not make.

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