Consumer complaint received 2025-03-19 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: MD

Complaint narrative:
On XXXX/XXXX/XXXX I received a text message from my bank Wells Fargo that there was suspicious activity on my Debit Card. It asked if I recognized a {$150.00} Charge at XXXX. I replied " no '' as in I don't recognize the charge and immediately locked my card. I Then went to my account and started to make a claim. at this time I saw XXXX pending Charges each for {$150.00} totaling {$900.00} at various XXXX. I filed a claim for these charges.I then called Wells Fargo to speak to a representative to make sure they clearly understood the situation. I wanted to make XXXX things clear. One, that I have been out of the country ( XXXX ) since XX/XX/XXXX. So I couldn't be making these purchases, and two that I had my debit card and my phone in my possession so it was impossible that someone had stolen my card or my device and used it without my permission. The representative assured me that he believed me and we reviewed my account. 

As the representative and I spoke and reviewed my account we noticed that the first of the fraudulent activity started on ( XX/XX/XXXX ) but was not posted to my account until ( XX/XX/XXXX ) We found a total of XXXX charges that I did not recognize, all of them at various XXXX  across the country ( XXXX XXXX XXXX XXXX ). He then helped me file a second claim for the remaining XXXX charges, XXXX of them for {$150.00} XXXX for {$160.00} and XXXX for XXXX totaling at XXXX. As we spoke I made it very clear to him that I was currently out of country in XXXX, and that I had both my card and my phone in my possession. He reassured me that he believed me and we filed the claims. 

After a few days of waiting on ( XX/XX/XXXX ) {$900.00} was credited to my account for the first claim that I had submitted. However the claim that the representative helped me make was denied. I obviously couldn't believe this. Not only that a claim to a bank that I've been with for nearly XXXX  years would deny a claim of fraud, but also that XXXX nearly identical claims made within an hour or so of each other would have different results. I called them as soon I could to file a complaint and get a proper explanation as to what was going on. Over the last XXXX weeks we have been back and forth over the phone multiple times trying to get this resolved. On ( XX/XX/XXXX ) the representative I was speaking to told me " she's so sorry but the decision is final '' However when I said I would have to file a complaint with the CFPB she said she would reopen the claim and to give them 48 hours. She then said she could also see that the charges looked suspicious, and that it didn't make sense that XXXX claims so similar in nature would yield different results. She then said that when I next speak to a representative that they would give me clarity and options at that time. I called them back today ( XX/XX/XXXX ) as instructed and the representative put me on hold while he reviewed the information and when he returned he gave me no options, no clarity, just said that their decision is final and there's nothing they can do. However that's clearly that's not true as they credited me for the first claim, so I'm asking for help to get the second claim reopened and resolved.

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