Consumer complaint received 2026-06-16 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: CO

Complaint narrative:
I had used my debit card at XXXX the evening of XX/XX/year>. Approx 45 min later, I received a text message from my bank asking me if I recognized a transaction on my account. I immediately responded, no, it was not my charge and it allowed me to freeze my card. I then logged into my account and noticed several charges had already been processed. I called the customer service number right away and opened a fraud claim. Over {$4000.00} worth of charges had been made, most to XXXX and originating in XXXX XXXX, CA. I live in Colorado XXXX and have lived here for over 30 years, I do not know anyone in XXXX XXXX, CA. Wells Fargo opened the fraud claim and gave me provisional credits for the money stolen. I received a letter dated XX/XX/XXXX stating one of the transactions was being denied as my responsibility and that the provisional credit of {$1000.00} would be reversed and I would be charged that amount. I called Wells Fargo several times over the last week trying to get someone to help me. I have a copy of the invoice from the merchant that sold the items on XXXX, they were for tires and mailed to a person in New Jersey ( again, I do not know anyone in New Jersey ). I have attached the invoice with the address the tires were sent to. I also filed a police report. I have also contacted XXXX because Wells Fargo is stating they are denying the claim due to information received from them, but when I call XXXX, they don't show the transactions being made through my XXXX account and state it is not an issue with them, but with Wells Fargo/Visa . The letter I received from Wells Fargo states that they are denying it because 1 ) the card was in my possession at the time the claim was filed and during the time of the disputed activity ( yes, I had just used my card in Colorado XXXX, CO and all the transactions were being made out of XXXX XXXX, CA ) 2 ) You have not lost any devices that included a digital wallet ( yes, I have my phone still ) 3 ) The shipping address provided to the merchant for the disputed transaction ( s ) matches your address on file ( this is absolutely incorrect!!!! My address has been the same for almost 25 years, I live in Colorado XXXX, CO and have NEVER lived in New Jersey, nor do I know anyone that lives there ). I'd also like to point out that some of the other transactions made all in the matter of a few minutes by this person have already been approved by my bank as being fraud and my money has been refunded, so I am very confused why this particular charge, which was made at the same time as the rest of them and also originating from XXXX XXXX, CA and made to XXXX as well, would be any different! I keep getting the run around and nobody is helping me and in the meantime, I am going to be out of over {$1000.00} for purchases I DID NOT make!!! And it is pretty clear by the evidence that I did not make them!!! If this is not resolved this way, I may have to take legal action.

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