Consumer complaint received 2024-04-19 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:
Somewhere in XXXX I realized I lost my Wells Fargo credit card. I called Wells Fargo to get a replacement card because I thought I lost my card somewhere in the house. I didn't want to go through the process of canceling the card and having to reenter the card number to all my accounts that were already linked up to my old card. The representative sent me another card with the same card number but a different CVV on the back. Fast forward a couple months I look on my bank statements XX/XX/XXXX and see a charge that I don't recognize from XXXX  of {$100.00}. I immediately called Wells Fargo to cancel my card and dispute that charge and report it as fraud. Then the next day I look on my Wells Fargo statements again and I see XXXX more charges that I do not recognize from XXXX XXXX XXXX : {$65.00} and XXXX XXXX : {$9.00}. I called Wells Fargo again and report XXXX more charges. So there was a total of XXXX charges that were not made by me totaling up to {$170.00}. The representative opened up a claim and told me to wait about a month for a resolution. About a month later I received a letter stating those charges were authorized by me and appear valid. So they can not dispute it and give me my money back. Numerous times after that I called Wells Fargo and talked with several people, and I was on hold for hours. I asked if I could speak to a higher power, and they transferred me to the escalations team and XXXX XXXX from the XXXX XXXX XXXX XXXX was overlooking this case to make sure the fraud department was a proper investigation. A couple weeks later I received another letter staying the same thing but this time to move forward I need a police report. I had a police officer come to my house and I had to take time out of my day to get a report done. Once the police report was done, I had to then go waste my time to go to the Police department records to get my report. I called Wells Fargo they opened up a new claim number and said I need to attach the Police report which is what I did and sent it to the escalations team. Maybe a week later I get a call from XXXX in escalations stating that again even after sending them the police report these XXXX charges were made by me and there is NOTHING they can do to help me. I was very upset at that point. He stated again that he is very sorry, and those charges were made by me because it was a CHIP card. This was the worst experience I've had with ANY bank and I've been dealing with this since the beginning of the year with NO resolution all because the bank is not doing a proper investigation and assuming that it was me because it was a CHIP which is ridiculous that they think fraud can't happen even when there is a chip card.

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