Consumer complaint received 2024-01-18 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: MA

Complaint narrative:
On Wednesday XX/XX/XXXX at XXXX I received a text message claiming to represent USPS which told me my package was unable to be delivered and needed an update for its delivery address. I had several late packages at the time and was very busy, so I clicked the link in the text I had received, where I was asked to fill out my address and pay a {$0.00} fee to USPS for redelivery. On the night of XX/XX/XXXX, Wells Fargo began sending me emails saying that they had detected fraudulent activity on my account, listing two healthcare charges I had made and a {$3100.00} payment to a business named XXXX XXXX in XXXX XXXX, MA. On XX/XX/XXXX I received another email from Wells Fargo stating that my credit card had been added to an XXXX XXXX, even though I had not authorized this. I noticed these emails on the afternoon of XX/XX/XXXX and checked my Wells Fargo account soon after, where I noticed that XXXX fraudulent charges to XXXX XXXX totaling {$9900.00} had been charged to my Wells Fargo credit account, charges of {$3100.00}, {$3100.00}, {$2000.00}, and {$1700.00}. At XXXX on XX/XX/XXXX I made my first phone call to Wells Fargo , where I explained I was the victim of a phishing scam and that I would like to have the charges canceled. The Wells Fargo customer service agent I spoke with on the phone informed me that three of the charges had already been approved but she was able to confirm that one had been denied. The Wells Fargo agent asked me if I had contacted the merchant associated with the charges, I told her I had not because I had never had any contact with the merchant. She told me she would file a dispute and that while the dispute was ongoing no interest would accrue and that I would not have to pay the charges during that time. After doing more research online about credit card fraud, I became worried the first agent had thought I had a dispute with a merchant and decided to call again to make sure. I also wanted to make sure my card was permanently canceled. For this reason I initiated a second call with Wells Fargo at XXXX where I spoke with a young man who told me that the first agent had done something wrong but not to worry because he would send my case to the fraud department. The agent reassured me multiple times and told me not to let the incident ruin my XXXX. I also asked that my card be canceled, the agent had my card canceled and issued me a new one to arrive in 7 business days. On XX/XX/XXXX I received an email from WF which stated dispute initiated On XX/XX/XXXX I received an email from Wells Fargo asking me to contact them for more information on my dispute. I also got a dispute status update that said waiting on merchant on the same day. On XX/XX/XXXX I replied to the email I was asked to contact WF with, XXXX. I wrote a detailed letter explaining what happened with a screenshot of the phishing text I had received on XX/XX/XXXX. On XX/XX/XXXX I followed up on this email to Wells Fargo. On XXXX I received a dispute status update saying that my dispute had been forwarded to the fraud team. At XXXX on XX/XX/XXXX I received a call from Wells Fargo asking me for more information on what had happened so they could process my fraud case. I explained what I had said previous times about the text I had received and the charges had been made to my account. I asked for a caller confirmation number, but the agent told me that they didnt have those and that it was unneeded because all my information would still be recorded by Wells Fargo . The agent thanked me for the information and ended the call, which lasted three minutes in total. On XX/XX/XXXX I received an email that said further action was needed on my dispute and to call Wells Fargo. On XX/XX/XXXX I also received a letter from Wells Fargo dated XXXX which stated that my fraud case had been denied because they had reason to believe that I had authorized the transaction. On XX/XX/XXXX I called Wells Fargo to request information on why they had denied my dispute, I was told that they would send this information by mail. It has not yet arrived. On XX/XX/XXXX I began working with my father to draft a letter to Wells Fargo and started looking into other options to help me with this case, among those the CFPB. On XX/XX/XXXX I decided to undertake one last phone call with Wells Fargo on XX/XX/XXXX to understand my rights to appeal. The first woman I spoke with said to help me she needed more information. Given I had already given WF information, I provided minimal information this time. The agent said my fraud case had been denied because I was the victim of a scam. The agent told me she was going to send me to another agent, who said she needed more information on my case to help me. A bit frustrated, I asked what my rights to appeal were. This was not answered, and I was told my other option was to refile my dispute as a non-fraud case. I asked the agent why it would be classified as non-fraud and she told me she didnt know, that every case has different circumstances. She then asked for more information so she could help me. Seeing little chance of any help, I ended the call and decided to contact the CFPB. As of today ( XX/XX/XXXX ), I am still being held responsible by Wells Fargo for the 4 charges to XXXX XXXX totaling {$9900.00}. 

I have provided documentation as attachments of the fraudulent text I received, my emails with Wells Fargo, my phone call record with Wells Fargo, the letter I sent Wells Fargo etc

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