Consumer complaint received 2025-05-01 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: AZ

Complaint narrative:
Back in XXXX of XXXX  I had to call Wells Fargo to make a claim on fraudulent transactions on my debit card. These transactions were both fraudulent credits and debits on my account. My claim was partially denied with no explanation, other than after review we concluded the transactions were authorized. However, only the debits on my claim were denied and found to be authorized, the credits on my claim, which were the same exact person and merchant, were upheld as fraudulent and they were reversed on XX/XX/XXXX 3 days after I filed my claim and money was taken from my account for the credits but no money was put in my account from the debits. This makes no sense whatsoever, how is it that there are fraudulent credits and debits on my account from the same person, and the credits are upheld as fraudulent and reversed but the debits are held as authorized? After I told them all these transactions were fraudulent and I dont have a XXXX XXXX  account. I tried to escalate my dispute, to no avail. Which led me to ask for the documentation of the investigation and information leading to this conclusion that the credits were fraudulent but the debits were authorized. I received a different and indirect answer every single time I called them. I have been told XXXX XXXX told them these transactions were done from my device, an XXXX  XXXX, to which I called XXXX XXXX told verify this since its not true. XXXX XXXX  informed me that Wells Fargo had lied and that they never told them this information, they also confirmed that the transactions were not done from my XXXX XXXX XXXX. I also informed Wells Fargo that I use public WiFi provided by the apartment complex I live in in case that had caused an issue. They then changed the reason my claim was denied to saying that I logged in my account while these transactions were going on. I asked for documentation of this and the other information used in my claim. It took 60 days and 5 calls to receive this documentation. Upon receiving this documentation and reviewing it I saw that, again Wells Fargo had been being deceptive. The logins they had referred to were a single log in after the very first fraudulent credit went to my account, resulting in an extra {$2.00} being credited to my account, which no I didnt notice because it was no money missing from my account, but only an extra {$2.00} in my account this day that I logged in to check my balance but never looked at my actual transactions to be able to see there was a credit from XXXX XXXX. The last two logins they referred to were on XX/XX/XXXX, the day I filed my dispute. This is because I logged in, saw that about {$7500.00} was missing from my account and immediately called to repot this, then I logged in again while on the phone with the representative to go over the transactions with her. However, the deceptive paperwork Wells Fargo sent me shows these logins on the XXXX of XXXX and shows 2-3 transactions after that, to which the have attempted to use the reason that there were other transactions after I logged in. However, this is very manipulative of Wells Fargo since they know I called to make a claim on the XXXX, the day I logged in, and they know they themselves canceled my card right then and there. Thus it would have been impossible for any other transactions to go thru after this. But the deception in the paperwork is that it shows these transactions on the XXXX and XXXX. That is because thats the day these transactions POSTED to my account, not the day they were actually done. These would have been pending transactions the day I did my claim, which I do not believe they included in my claim. The fact that they tried to use the day these transactions posted as a reason to say there were more transactions after I logged in should be criminal since they know for a fact that this was just the day these transactions posted and not the day they were actually done. After seeing this falsification I called Wells Fargo back to to reopen my claim as I had been told if I find any discrepancy in their investigation I could call and point them out to have my claim reviewed again. However this is another lie as when I called to point these false allegations out to them I am being told that regardless of false information relied upon by them I cant get my claim reopen. I requested they tell me why the credits done by this same person were reversed resulting in more money being taken out my account on XX/XX/XXXX, were upheld as fraudulent, but the debits from the same account were held to be authorized. These representative attempted to say this didnt happen until I had him look to see the reversal of the credits where they took this money from my account on the XXXX of XXXX under miscellaneous adjustments. Once he saw them he attempted to say it was for another reason but couldnt explain the reason money was taken from my account. He also didnt know that I had called in on the XXXX of XXXX when I saw this money be taken from my account to ask why my account went negative to which the representative that day specifically explained it was a reversal of the credits from the fraudulent activity. I asked to speak to a supervisor to which I got transferred to another representative pretending to be a supervisor until I asked if they were, when they responded no, I asked again to be transferred to a supervisor to which the representative refused say a supervisor doesnt have more power than them. I asked to be communicated to thru writing due to all the manipulation and changes of reasoning, to which I was told Id receive a link to setup a secure message center portal so the communication could be documented. I never received this. Now a representative has been calling me daily during work hours leaving messages saying I can call back and information would be available to me. But every time I call back not only is this person unavailable no matter what time I call, but there is no information available because no one can tell me the reason for the call or the information had for me, only that there is a note saying she called and left a message and will call back. To which it is the same thing the next day and the day after that. I asked again to speak to a supervisor and they refuse to allow me to, telling me there is none available. All they tell me is my claim still says closed, meaning that the information I was told that if I find discrepancy in the investigation information sent to me I can call and point this out to have my claim review correctly is not true at all. Not only will they not review the mistakes they made in this investigation by considering false and misleading information that they told me was what they relied on, but I cant speak to anyone to address this. Everyone I speak to says they have to forward the information to someone who will get back to me but wont allow me to speak whoever this may be, then I am never contacted by this person, and if Im able to speak to anyone its someone telling me they dont know what the other person has to tell me but there is no way they can transfer me to them or even get this information from them for me themselves. I am literally being ignored and given the run around constantly and not receiving any information Im requesting.

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