Consumer complaint received 2024-08-14 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: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XX/XX/XXXX at XXXX my XXXX account was hacked and my password was changed. 

On XX/XX/XXXX at XXXX the thief fraudulently enrolled my account in XXXX for {$14.00}. 

On XX/XX/XXXX at XXXX a fraudulent temporary hold was placed on my account for order # XXXX for {$110.00}. The thief used express delivery for this order and tipped the delivery driver 20 %. This order was successfully canceled by myself. 

On XX/XX/XXXX at XXXX a fraudulent final order charge for order # XXXX for {$71.00} was processed. The thief used express delivery for {$19.00} and tipped the delivery driver 20 %. 

On XX/XX/XXXX at XXXX a fraudulent final order charge for order # XXXX for {$94.00} was processed. The thief used express delivery for {$19.00} and tipped the delivery driver 20 %. 

On XX/XX/XXXX at XXXX a fraudulent temporary hold was placed on my account for order # XXXX for {$110.00}. The thief used express delivery and tipped the delivery driver 20 %. This order was successfully canceled by myself. 

On XX/XX/XXXX at XXXX a fraudulent temporary hold was placed on my account for order # XXXX for {$140.00}. The thief used express delivery and tipped the delivery driver 20 %. This order was canceled by XXXX after a second credit card was used by the thief, causing unusual account activity to flag. 

On XX/XX/XXXX at XXXX a fraudulent final order charge for order # XXXX for {$97.00} was processed. The thief used express delivery for {$10.00} and tipped the delivery driver 20 %. 

On XX/XX/XXXX at XXXX a fraudulent final order charge for order # XXXX for {$100.00} was processed. The thief used express delivery for {$10.00} and tipped the delivery driver 20 %. 

On XX/XX/XXXX XXXX XXXX fraud detection team contacted me by text about possible fraudulent activity on my credit card. I immediately reached out to Wells Fargo by phone and reported the fraudulent charges. The compromised credit card was canceled during the call. 

Once I regained access to my hacked walmart.com account, I changed the password. I immediately began canceling orders, removing tip charges, and texting delivery drivers to inform them that the orders were fraudulent. 

I was able to successfully cancel XXXX of the XXXX fraudulent orders, and remove tips from all XXXX orders. Order # XXXX XXXX, # XXXX, and # XXXX were all successfully canceled. 

I contacted walmart.com by chat and informed them of the fraud on my account. I was told to contact my bank to report the fraud and all fraudulent charges, including the XXXX subscription, would be refunded. 

On XX/XX/XXXX at XXXX XXXX once again told me to contact my financial institution to dispute fraudulent charges. It was stated by the customer care member that the fraud on my account was thoroughly documented, so it would be easy to dispute all XXXX transactions and get refunds processed quickly. 

On XX/XX/XXXX at XXXX I spoke to XXXX who documented the XXXX fraudulent charges, and confirmed that the charges would be refunded. 

On XX/XX/XXXX at XXXX I spoke to XXXX who acknowledged the red flags that confirm fraud on the account, and stated that fraud would be documented for refunds of all fraudulent charges.

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