Consumer complaint received 2025-12-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
XX/XX/XXXX : I called Wells Fargo to notify them of a fraudulent charge on my account. The representative helped me file a claim, issued a provisional credit, cancelled my debit card and issued a new debit card to be sent in the mail. He also helped me get the new card set up on my XXXX XXXX so that I could use that for purchases while awaiting the arrival of my new card. 

XX/XX/XXXX : I received a letter from Wells Fargo, subject : Resolution of claim for your account ending in XXXX Reference # XXXX. The letter stated that they are unable to honor my claim because " The shipping address provided to the merchant for the disputed transaction matches your address on file ''. 

XX/XX/XXXX : I call XXXXXXXX XXXX to inquire further about the order. I know I didn't make the order, so it's extra concerning to me that Wells Fargo is claiming that my shipping address was associated with the order. Additionally, we did NOT receive any packages from XXXXXXXX XXXX, anticipated or otherwise during this period. I spoke with a XXXXXXXX XXXX representative who informed me that ANY purchase, including those in store, required a phone number and email address. So the fact that I had no order confirmation to my email was again suspicious. The representative requested my phone number or email address so she could look up my account and try to locate the order that way. I provided her my phone number, my current email address, a past email address, my husband 's phone number and all of his past and present email addresses, as well as my mom 's phone number ( just for due diligence ), and none of this information was connected to ANY account within their system. The representative concluded that therefore I never made the purchase, and I should follow up with my financial institution to clarify how they acquired the information to conclude that " the merchant for the disputed transaction matches your address on file '', because they have nothing on file that would identify our shipping or billing address based on her findings. 

XX/XX/XXXX : I also called our local XXXXXXXX XXXX location ( which I have never physically been to ) in XXXX, MN. The customer service person confirmed the same information that the other customer service person had provided - that there was no record of any orders or purchases from XXXXXXXX XXXX in more than a year 's time and no accounts associated under the contact information I provided. 

XXXX/XXXX/XXXX at approximately XXXX XXXX : I call Wells Fargo to request that they honor the fraudulent claim based on the information provided from XXXXXXXX XXXX which I relayed to them. They informed me that the case was closed and that I needed to contact XXXX to dispute it because XXXX had approved the denial of the fraud claim. He ( XXXX ) gave me the number for XXXX customer service as well as a case number to relay to them. XXXX also submitted a request on my behalf to have the records for the investigation into the claim sent to my mailing address. He told me he could not verbalize the information over the phone or send it to me via email. He said that it could take up to XXXX business days to receive. XXXX however did provide me with the tracking number associated with the order delivery. I plugged the number into XXXXXXXX XXXX tracking website and found that an order was in fact delivered to a location in my town, but the picture of the delivered package was NOT my front door. The actual address for the location was not specified on the website, other than the town. 

XX/XX/XXXX at approximately XXXX : I call XXXX who informs me that they have nothing to do with the disputing charges and that any questions pertaining to my circumstances needed to be directed to my financial institution. She also informed me that the case number provided by Wells Fargo was not valid. 

XX/XX/XXXX at approximately XXXX XXXX : I call Wells Fargo back to inform them that XXXX denied involvement and requested further information on why they denied my claim. This representative ( XXXX ) acknowledged that their system reflected my request to receive the records for the investigation via mail. However unlike XXXX, he provided me with ample information verbally, including the name, phone number, address, and email address associated with the charge. The information did not match any of my information nor the information of anyone I know. 

XX/XX/XXXX at approximately XXXX XXXX : I call XXXX XXXX back to confirm that they have record of an order under the name, number and email address of the person that Wells Fargo provided the information for. XXXXXXXX XXXX confirms that yes, there is record of an order under this person 's account for {$260.00}, the same amount as the fraudulent claim I filed. 

XX/XX/XXXX at approximately XXXX XXXX : I call my local XXXX 's department to file a police report, as all the information at this time appears to point to a theft situation. I provide my contact information and the call recipient says an XXXX will be in touch shortly. 

XX/XX/XXXX at approximately XXXX XXXX : I call Wells Fargo back to inform them that I have informed local authorities of the situation and to please honor claim as fraud by not deducting the provisional credit previously provided to me. The representative informed me that the case was closed and it could not be reopened. I would need to seek reimbursement directly from XXXX XXXX. This call was interrupted when I received a call back from the XXXX 's department. 


XX/XX/XXXX at approximately XXXX XXXX : I receive a call from XXXX XXXX XXXX XXXX XXXX XXXX to follow up on my request for a police report. I provided all the information to XXXX XXXX who said he'd investigate further and suggested he intended to drive by the house in question to see if the front door did in fact match the image in the XXXX tracking/delivery system. he went to the home of the person in question to investigate. This person showed him the SAME tracking number that I was provided, but proved that it was associated with an XXXX purchase for the same amount, the same date, for the SAME PRODUCT as the fraudulent XXXXXXXX XXXX purchase and also proved that the purchase was on his card. The sheriff 's deputy therefore cleared the individual from involvement in the situation ( this is my interpretation of what was relayed to me by the Sherriff 's deputy ). 

XX/XX/XXXX at approximately XXXX XXXX I called XXXX XXXX to inform them that I had involved local law enforcement and to ensure that the charge was being treated as fraudulent in their system. The representative opened up a case number and said she was elevating it to their fraud department : Case # XXXX XX/XX/XXXX at approximately XXXX : I receive a call back from XXXX XXXX XXXX He had gone to the home of the person in question to investigate. This person showed him the SAME tracking number that I was provided, but proved that it was associated with an XXXX purchase for the same amount, the same date, for the SAME PRODUCT as the fraudulent XXXXXXXX XXXX purchase on my account and also proved that the [ XXXX ] purchase was made using his card. The sheriff 's deputy therefore cleared the individual from involvement in the situation ( this is my interpretation of what was relayed to me by the Sherriff 's deputy ). 

XX/XX/XXXX at approximately XXXX XXXX : I call XXXXXXXX XXXX to inform them of this development because in my mind, this is potentially a much bigger scam than I had originally comprehended. I also, per my conversation with Wells Fargo, requested that they reimburse me the funds owed to me that were XXXXXXXX XXXX authorized incorrectly. The representative ( XXXX ) informed me that their customer service department could not provide a reimbursement, and then proceeded to message with leadership about the issue. I was on hold off and on for an hour and XXXX minutes, then was informed after requesting to be transferred to leadership that the system they use to do so was malfunctioning and that they'd have to call me back. This was now under case # XXXX. Theres also informed me that they do not give out the number for their fraud department and that law enforcement needs to call their customer service line, then request to speak with the fraud department and then provide a case number for any further progress in my case. I then requested to talk to the leadership person she had informed me she was messaging with. I was on hold off and on for an hour and XXXX minutes, then was informed after requesting to be transferred to leadership that the system they use to do so was malfunctioning and that they'd have to call me back. She also ( falsely ) told me that customer service reps could not look up account information based on people 's phone numbers, which I knew was incorrect based on multiple previous phone calls with other XXXXXXXX XXXX reps that morning. I got off the call after she assured me I'd get a call back within the hour from the leadership person. 

XX/XX/XXXX at approximately XXXX XXXX : I received a call back from XXXX, employee ID # XXXX. He informed me that there were only XXXX paths for potential resolution : either I could package up the information detailed above and that I'd relayed to his customer service team and bring it to my local XXXXXXXX XXXX store to see if they could help me ( to which I pushed back because I did not make a purchase there ), or to have law enforcement call and request to speak to their fraud department. 

XX/XX/XXXX at approximately XXXX XXXX, I contact deputy XXXX to request that he reach out to the XXXXXXXX XXXX customer service phone number to relay his findings. I provide him with case # XXXX to provide to the customer service rep. 

XX/XX/XXXX at approximately XXXX XXXX, I receive a call from deputy XXXX saying he reached out to XXXXXXXX XXXX fraud department and they provided very little information. They mentioned the tracking number to which he responded that he confirmed with the accused that this was the same tracking number provided by the XXXX when he made his purchase. The XXXXXXXX XXXX representative then falsely claimed that XXXX doesn't use XXXX. She then said that the " case is still open '' on XXXXXXXX XXXX side of things and advised him to tell me to get back in touch with my financial institution. 

XX/XX/XXXX at approximately XXXX XXXX : I call Wells Fargo and again request that they reopen the case and honor the provisional credit. I inform them that both XXXX XXXX and my local law enforcement have flagged this as fraud. They just need to reopen the case to reflect it on Wells Fargo side. The rep tells me she can't do this, it's closed, I inform her that I will be filing a complaint with CFPB. Again, WF Reference # XXXX. 

This scam may be bigger than any and all of the people I spoke with today. But that's not my problem. I simply want Wells Fargo to honor this as a fraudulent charge and/or for XXXXXXXX XXXX to reimburse me for their error in reporting the charge as valid even though the information for the purchase indicated otherwise.

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