Consumer complaint received 2026-03-30 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: NY

Complaint narrative:
I am filing this complaint because Wells Fargo has taken an indefensible and unlawful position regarding fraudulent charges on my Wells Fargo Active Cash credit card. Their actions demonstrate a complete disregard for federal consumer protection laws, their own internal policies, and basic investigative standards. Wells Fargo is attempting to force me to pay for transactions that I did not authorize, did not benefit from, and immediately reported after their own representative assured me I would have XXXX liability. XXXX. The Fraudulent Transactions Were Impossible for Me to Have Authorized On the date the fraudulent charges occurred, I was inside my home the entire day. I was not using my phone, not making purchases, and not engaging in any activity that could be misconstrued as authorizing these transactions. During that time : My XXXX niece was using my phone to watch videos. My brother and his newly married wife came into the home. I did not notice anything unusual until late that night, when I was preparing for bed and saw unfamiliar charges on my account. These transactions were not made by me, not authorized by me, and not initiated with my knowledge or consent. There is no scenario in which these charges could be legitimately attributed to me. XXXX. Immediate Reporting and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX discovering the unauthorized charges, I immediately contacted XXXX XXXX XXXX Department. The representative clearly and unequivocally stated : The transactions were unauthorized I was 0 % liable Wells Fargo would handle the fraud claim I would not be responsible for the charges This was not ambiguous. It was a direct assurance from XXXX XXXX own fraud XXXX. XXXX. XXXX XXXX Sudden Reversal Is Unjustified, Unreasonable, and Unlawful Despite their initial determination and verbal confirmation, Wells Fargo later sent me a letter claiming they had completed their investigation and found no fraud, and that they would be recharging my account. This reversal is : Factually baseless Procedurally defective Legally indefensible A violation of the Fair Credit Billing Act ( XXXX ) A breach of their own fraudliability policies Wells Fargo can not simply declare no fraud without evidence, especially when their own representative already confirmed the opposite. XXXX. Wells Fargo Failed to Conduct a Reasonable Investigation A lawful investigation under the XXXX requires : Reviewing device data Reviewing merchant information Verifying location and XXXX XXXX Considering the consumers sworn statement Assessing the plausibility of the consumers account Documenting investigative steps Wells Fargos denial letter contains no explanation, no evidence, and no rationale. This strongly suggests that : No meaningful investigation was conducted My statements were ignored Their internal processes were not followed The decision was predetermined or automated This is not just negligence it is a failure to comply with federal law. XXXX. Wells Fargo Ignored Critical Evidence I provided a clear, detailed, and credible account of the circumstances : I was home all day I was not using my phone A minor had access to the device Other adults entered the home I discovered the charges only at night I reported the fraud immediately Wells Fargo disregarded all of this. Their denial letter does not address a single fact I provided. XXXX. Wells Fargo XXXX XXXX XXXX Their representative explicitly stated I was 0 % liable. Reversing that position without explanation is : Deceptive Misleading Unfair A violation of federal consumer protection standards XXXX can not be told XXXX thing by a fraud XXXX and then blindsided by a contradictory decision with no justification. XXXX. Harm Caused by XXXX XXXX XXXX XXXX XXXX actions have caused : Financial harm by attempting to force me to pay for fraud Emotional distress from being blamed for unauthorized activity Potential credit damage if they continue to pursue these charges Loss of trust in a major financial institution Unnecessary hardship due to their failure to follow the law I have acted responsibly and in good faith. Wells Fargo has not.

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