Consumer complaint received 2023-09-26 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:
Date of Incident : XX/XX/2023 Amount : {$1100.00} I went to XXXX, XXXX for a period of XX/XX/2023 through XX/XX/2023. During my time there, I had a rental car and I went to fill up the gas at a gas station in XXXX, XXXX. I arrived at the gas station on XX/XX/2023 approximately around XXXX to XXXX ( EST ). The attendant at the station filled the gas and then took my Wells Fargo Credit Card from me to charge me for the gas. He handed the card back to me and told me the amount was about {$43.00}. However, when I left the station, I got a text from Wells Fargo, that your card has been charged for {$43.00} ( XXXX XXXX ) and {$1100.00} ( XXXX ). I immediately called Wells Fargo and claimed the {$1100.00} as a fraudulent charge as I never authorized a charge with the merchant XXXX 


I put the first claim of the fraud for {$1100.00} on XX/XX/2023, which Wells Fargo denied saying that the card was in my possession and I authorized the charge. 

After I received refusal for my initial fraud claim, I put in a reconsideration of my claim on XX/XX/2023, clarifying the details that the {$1100.00} charge was fraudulent as the card was not in my possession and was given to the station attendant when the fraud charge occurred. They denied my first reconsideration providing the same reason that the card was in my possession and I authorized the charge. 

I made a second reconsideration request on XX/XX/2023, and provided the same details about the card not being in my possession and rather in the possession of the attendant of the gas station attendant as he wanted to charge me for the gas. They again denied my claim for the same reason stating I authorized the charge. I followed up with the reason for denial, given that I gave them the details of the card not being in my possession at the time of fraud, they asked me to file a police report and send a fax to Wells Fargo Fraud department. I filed a police report on XX/XX/2023 and then after a couple of days I received a copy of the report. 

I faxed the copy of the police report to Wells Fargo Fraud Department on XX/XX/2023. Then I reopened my case on XX/XX/2023 for the third reconsideration with the assistance of a Wells Fargo Personal Banker, XXXX XXXX XXXX from Wells Fargo Branch ( XXXX XXXX XXXX, XXXX, NY, XXXX ). She gave me the confirmation that Wells Fargo has received the police report and my case has been opened for reconsideration. This was again denied due to the same reasons stating I authorized the charge. 

I called Wells Fargo on XX/XX/2023 to ask why my claim was denied again as I provided the police report. The representative on the phone told me she could not find a police report on my claim. I confirmed this with the representative that last time they assured me that they have received the report and will include it with my claim, however, the agent told me that they were not able to find any police report linked to my case. This time the agent took the police report case number and said they will reopen the claim with the information. The claim was opened a fourth time for reconsideration, but unfortunately was denied due to the same reasons stating I authorized the charge. 

They have also sent me an information letter stating their research of why my fraud charge was denied. They are stating it was because a chip was used to make the transaction. However, I did not insert a card into that POS nor am I aware of any such merchant XXXX XXXXXXXX XXXX where the charge occurred. For all I know, the gas station attendant could have run my card into multiple machines. 

I want the CFPB to take action as the Wells Fargo bank has failed to keep its contract on zero liability fraud protection.

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