Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year>, I discovered that I did not have possession of my physical debit card when I attempted to use it to pay for a parking meter in XXXX, California, where I work. Because I rarely use my physical debit card and instead rely almost exclusively on XXXX XXXX for transactions, I initially believed the card had been left at home or in another location and did not immediately conclude that the card had been lost. Later that day, after Wells Fargos fraud monitoring system flagged suspicious activity, I reviewed my account and identified unauthorized in-person transactions that I did not make and did not authorize. These transactions occurred on XX/XX/year>, in XXXX, California and included two purchases at XXXX XXXX totaling {$110.00} and {$62.00}, as well as a purchase at XXXX for approximately {$8.00}. I did not make these purchases, did not authorize any person to use my debit card, and did not have possession of the card at the time the transactions occurred. Wells Fargos fraud monitoring system also identified additional attempted transactions around the same time period. Although those attempted transactions do not appear in my final posted transaction history, they were the reason I was alerted to suspicious activity and prompted me to immediately review my account and report the card lost. The presence of both attempted and completed transactions within a short time period is consistent with a lost debit card being used by an unknown person before the card was locked. As soon as I confirmed the unauthorized activity, I immediately locked the card and contacted Wells Fargo to report that the debit card had been lost and used without authorization. I promptly cancelled the card and requested a replacement to prevent further unauthorized use. I acted as soon as reasonably possible after becoming aware of the unauthorized transactions. Wells Fargo denied my fraud claim ( Claim # XXXX ), stating that they determined an error did not occur. After receiving the denial, I contacted Wells Fargo by phone to request clarification. During that call, I was told that one reason for the denial was the assertion that the unauthorized user stopped after making purchases at XXXX. However, the transaction history shows an additional unauthorized purchase at XXXX after the XXXX transactions. Wells Fargos conclusion that the activity stopped after XXXX is therefore inaccurate and does not reflect the full sequence of unauthorized transactions. Individuals who obtain lost debit cards commonly attempt multiple transactions within a short timeframe and cease activity once the card is declined, locked, or otherwise restricted. The number of transactions does not establish authorization by the account holder. These transactions are inconsistent with my normal purchasing behavior. I rarely use my physical debit card and instead rely primarily on XXXX XXXX for purchases. I did not have possession of the card at the time of the transactions and did not receive or benefit from any of the goods or services purchased. Under the Electronic Fund Transfer Act, consumers are protected from liability for unauthorized debit card transactions when they report the loss promptly. I reported the issue promptly after discovering the unauthorized activity and took immediate steps to prevent further transactions. I respectfully request that Wells Fargo reopen and conduct a reasonable investigation of my fraud claim, provide documentation supporting the basis for the denial, and reimburse the unauthorized charges made after my debit card was lost. I did not authorize these transactions, did not make these purchases, and did not benefit from the use of my debit card by an unknown person.

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