Consumer complaint received 2024-01-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: SD

Complaint narrative:
I have been dealing with Wells Fargo for months now over {$9000.00} worth of fraudulent charges that took place in XXXX. Last month I filed a CFPB complaint case number XXXX. Wells Fargo has finally credited the amount of the charges back to my account on XX/XX/XXXX. I received 3 letters from them dated XX/XX/XXXX regarding the CFPB case and 2 other complaints about the same fraudulent charges, stating that Wells Fargo had accepted the charges as fraud. Two of the letters, including the one that was CC 'd to the CFPB, state that Wells Fargo had credited the amount, as well as {$480.00} in accrued interest to my account. The third letter stated that the transaction was resolved in the same billing cycle so did not accrue interest. I am attaching these 3 letters. I repeatedly left messages with XXXX XXXX, the Escalation Representative on the case, asking about the interest charges that had not been credited back to my account, these calls were never returned. Today ( XX/XX/XXXX ), the amount of {$340.00} has been credited to my account. 

Wells Fargo has lied to the CFPB in the letter that was CC 'd regarding my case. Wells Fargo still owes me {$140.00} in interest charges. 

Wells Fargo has also refused to provide me an explanation regarding the investigation of my fraud case. On XX/XX/XXXX I called the fraud claims department to check the status of my fraud claim reconsideration, and was told that it had been denied. I was told that the credit card used for the purchases had been activated the same day as the first purchase ( XX/XX/XXXX ) using my phone number on file ( XXXX ). After getting off of the phone with the operator, I checked the call history on my phone and later on my phone bill to confirm that I had in fact not called any number to activate a credit card. I called the fraud claims department again the same day and told them that I had proof that my phone had not called any Wells Fargo activation number and that I wanted my case reopened for reconsideration. I called a third time that day to try to get more information regarding the duplicate credit card that they had sent out and found out that Wells Fargo had sent a duplicate card to an address in XXXX, California, XXXX miles from my home, and when I asked about the activation of the call, the representative looked up the record and found that there was NO phone number listed on the record of the activation. 

One of Wells Fargo 's fraud investigators lied in claiming that my phone number was used to activate the credit card. They lied in order to hold me liable for {$9000.00} in fraudulent charges that took place because of Wells Fargo 's lax security policies. They shipped a duplicate credit card to a place that I have never been to, XXXX miles away from me. The fact that it was a duplicate card made it incredibly difficult to even understand what had happened, and their fraud investigation team is either too incompetent or too corrupt to figure this out.

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 monetary relief