Consumer complaint received 2025-11-13 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: AR

Complaint narrative:
Between late XXXX and XXXX XXXX, multiple unauthorized charges from XXXX  XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX appeared on my Wells Fargo credit card totaling over {$11000.00}. I filed a fraud claim at XXXX XXXX direction, but the bank denied it, stating the transactions were legitimate because the same IP address used for my online banking was also used by the merchant. This rationale is inaccurate ; XXXX XXXX own documentation shows several different IP addresses and no proof of authorization. 

I requested the claim be reopened XXXX  in XX/XX/XXXX, calling the number provided in XXXX XXXX denial letters. Despite following their instructions, my calls were bounced repeatedly between the fraud and non-fraud dispute departments. Both times, Wells Fargo representatives told me the case would be reopened. However, the bank immediately closed each reopened caseonce within XXXX hours and the second time within XXXX  dayswithout providing any new evidence, investigation notes, or additional documentation. 

Throughout the dispute period, Wells Fargo continued to charge interest on the disputed balance, adding {$390.00} in finance charges. These charges caused my account to exceed its credit limit. In what appears to be retaliation for my dispute, Wells Fargo also closed another card with a {$14000.00} credit limit that had no balance and reduced the credit limit on a separate account from {$11000.00} to {$1000.00}, negatively affecting my XXXX XXXX. 

XXXX XXXX most recent letter was dated XX/XX/XXXX, but it was mailed to an old address, despite my account having been updated in XX/XX/XXXX. The letter arrived on XX/XX/XXXX, further delaying my ability to respond. 

In XX/XX/XXXX, I contacted XXXX XXXX XXXX directly through their app and requested an itemized list of charges showing on my account including dates and times of charges showing on my open account with them ( since closed and had not be active since XXXX of XXXX ), cards used for charges, and amounts of each specifice charge. They did would not provide that information, only a sum total over the previous XXXX  days which equalled over {$10000.00}. I then tried to reach out over their published support email and phone number. Their listed phone number was nonfunctional, and all email responses were automated and bot-generated, making it impossible to reach a human representative. The companys payment processor, XXXX XXXX XXXX XXXX, does not operate within the United States and provides no legitimate contact information. I also contacted XXXX their I am requesting that the Consumer Financial Protection Bureau XXXX XXXX XXXX handling of this matter for failure to conduct a reasonable investigation under Regulation E ( 12 CFR 1005.11 ), as well as for continued interest charges, adverse credit actions, and improper communication practices during an active dispute.

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