Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
I am filing this complaint against Wells Fargo Bank , N.A . for failing to conduct a good-faith investigation of a credit-card billing-error dispute under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. 1026.13 ). Between XX/XX/XXXX and XX/XX/XXXX, twenty-seven ( 27 ) unauthorized charges totaling {$3200.00} were posted to my Wells Fargo / XXXX XXXX XXXX account ending in XXXX. The physical card itself remained in a desk drawer at my XXXX residence throughout this period and was verified undisturbed on my return ; interior security-camera footage from my apartment confirms that no unauthorized party entered the residence during the dispute window. I was, separately, outside the United States during this period ; documentary travel evidence is held and is available to the CFPB on request. The pattern of activity is consistent with compromise of the card account number alone ( a BIN-attack-style enumeration or a merchant data breach ), not with physical theft of the card. Wells Fargo never sent any fraud alert. On XX/XX/XXXX, I called Wells Fargo XXXXs Fraud Claims department and walked a representative through every charge. All 27 were opened as disputes. Wells Fargo ultimately refunded sixteen ( 16 ) of the 27 charges. It has refused to refund the remaining eleven ( 11 ) charges, totaling {$930.00}. The eleven charges occurred in the same window as the refunded charges, at several of the same merchants ( XXXX, XXXX, perfume retailers ), and from foreign countries including XXXX and XXXX, where I have never been. Wells Fargo has handled this dispute improperly in the following specific ways : 1. PREMATURE CLOSURE. Within four days of opening the dispute, Wells Fargo sent me a form letter stating all charges were 'deemed legitimate ' and the case was closed. When I called, a representative told me to disregard that letter because the investigation was still open. That instruction itself confirms that the first letter could not have followed any meaningful investigation. 2. NO INVESTIGATION ACTUALLY PERFORMED. On XX/XX/XXXX, after multiple disconnections, I reached a Wells Fargo representative who confirmed the file had not been worked on since early XXXX, even though my signed affidavit and supporting addendum had been received both by fax and U.S. Mail. 3. DUPLICATIVE PAPERWORK INSTEAD OF INVESTIGATION. In XX/XX/XXXX, Wells Fargo sent me an identical affidavit form to one I had already returned in XXXX, asking me to re-list the same disputed charges. I completed and returned it again on XX/XX/XXXX, along with a cover letter giving Wells Fargo formal notice that I would file complaints with the CFPB and the Illinois Attorney General if the case was not resolved within thirty days. 4. SECOND CLOSURE BY FORM LETTER. On XX/XX/XXXX, I received a second letter from Wells Fargo dated XX/XX/XXXX, substantively identical to the one Wells Fargo 's own representative had previously instructed me to disregard, claiming the remaining charges had been 'deemed authorized. ' Wells Fargo has never contacted me for additional information and has never produced the documentary evidence required by 12 C.F.R. 1026.13 ( f ) despite my written requests. 5. EVIDENCE NEVER SOUGHT BY THE BANK. I have documentary evidence establishing that I was outside the United States throughout the dispute window including on dates of charges in XXXX, XXXX and XXXX, XXXX and interior security-camera footage from my XXXX residence confirming that the physical card remained undisturbed in the apartment during the period. Wells Fargo never requested any of this evidence. Merchant shipping addresses for the disputed online orders, which can be obtained from the merchants, will not match my address of record. Wells Fargo did not contact any of the merchants in any way I have been able to verify. 6. NO STATEMENT RECORD PRODUCED. Despite my written requests, Wells Fargo has not produced a statement or any other internal record itemizing the eleven disputed charges, even though such a record would be a routine output of the Bank 's billing systems. The Bank 's account statements during the XXXX-issuer transition ( early XX/XX/XXXX ) are themselves incomplete. I have been forced to itemize the disputed charges from my own contemporaneous records. Wells Fargo 's failure to produce its own dispute record is itself a violation of 12 C.F.R. 1026.13 ( f ). The fact that Wells Fargo accepted sixteen of the twenty-seven charges as fraudulent, but rejected eleven others that share the same time window, the same merchants, and the same patterns of foreign and card-not-present activity, indicates either an arbitrary determination or a failure to investigate. I additionally believe my file was mishandled in connection with the issuer transition between Wells Fargo and XXXX XXXX, which occurred in early XX/XX/XXXX, during the pendency of my dispute. I have also filed a police report with the XXXX Police Department. WHAT I AM REQUESTING : ( a ) That Wells Fargo refund the remaining eleven ( 11 ) charges totaling {$930.00} ; ( b ) Reversal of all finance charges, interest, and fees attributable to the disputed amount from XX/XX/XXXX forward ; ( c ) Production of the documentary evidence Wells Fargo claims supports its determination, as required by 12 C.F.R. 1026.13 ( f ) ; ( d ) Confirmation that no adverse information has been or will be furnished to consumer reporting agencies in connection with the disputed amount.

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