Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
On XX/XX/year> I was a victim of fraud for {$1900.00} involving fraudulent airline tickets that were meant to help me get to my peace keeping humanitarian mission I was on. The airlines confirmed this was fully fraudulent and the tickets did not exist as the confirmation number was false. I disputed this immediately with Wells Fargo to have this addressed, and was able to make it to my service mission at the time. Towards the end of XXXX around XXXX weeks later I spoke with Wells Fargo to make sure everything was clear, and no other information was needed as I could not risk having {$2000.00} removed from my account. The agent clarified that no other information was needed, that everything was accepted and no credit would be reversed from my account. They said the case was about to be closed and that if for any reason anything else was needed they would reach out to contact me right away. I never heard anything about this, and due to not having my own personal financial manager and our service work being based off donations as needed as no income is made for this service work, I had no idea that the money was reversed 4 months later after filing. I received a loan from Wells Fargo during this time, and that {$2000.00} made me unable to cover the monthly payments and actually put me delinquent on my payments for that loan, causing harm to me in multiple ways. I never assumed that this was related to that, as I had never received any phone call, email, or letter in the mail about them randomly denying the claim and reversing the credit ; no opportunity to submit additional information or appeal the decision was provided. XXXX days ago, on Friday XX/XX/XXXX I received a call speaking with an agent at Wells Fargo about a XXXX issue, and they informed me that there was still an active claim being processed from XXXX years ago that the decision was made but the actual claim was never closed. I informed them I had no idea it was active, and that I thought that had already been resolved. He looked into my account and shared that it was resolved and credit was provided, but that XXXX months later towards the end of XXXX it was reversed. He told me to call the claims department on Monday and that they should be able to provide a courtesy credit and help complete the resolution process for that claim. Today I speak with them and they said that its closed in their system even though it shows its active on my account right now. They said that due to it now being XXXX years theres nothing they can do, no credit can be given, and no appeal can be submitted. I requested an Evidence packet knowing those are legally meant to be shared and they said they have no record of this. I asked if they had any record showing any letter or attempt to contact me to get additional information and they said they assumed a letter should have been sent, but they have no record of this, and I can attest that no letter or request for more information was ever sent to me. The last update was that it was resolved and I did not have to worry about the credit being reversed, and if any information was needed they would reach out directly for me to submit that. Now I only received awareness of what happened when the agent brought it to my attention XXXX days ago. This caused harm to me in multiple ways, negatively impacting my credit, harming my ability to cover my loan and build my financial relationship with the bank, which impacted both my own ability to cover my rent and food expenses while also impacting my humanitarian service work. By telling me it was resolved, and then failing to provide any contact or document requests, even failing to provide any letter that they had denied this and reversed credit for something that was 100 % fraud has now put me in a situation of loss by theft of my personal compensation for my service. Now due to the length of time they say they can not appeal the present claim decision or resubmit a new claim, essentially blocking my ability to receive remedy for this situation that was out of my control. I have a police report filed on public record and can attest to the fraudulent activity and theft of my compensation, and I will stand by this and testify to this in any capacity thats required. I can provide this police report number or any information you may require. I know XXXX years is an absurd amount of time, which is why I addressed this immediately, corresponded XXXX weeks later to make sure everything was ok and in compliance, was told it was and I would be contacted if anything else was needed, and no one ever reached out when they made the decision. The claim is still open on my account, not closed, which shows a system error between Wells Fargo and the personal information I have access to, which is my only way to be aware of this. If the agent on Friday had never brought this to my attention I would not have known this is ongoing. And in order for me to know what happened or what information they needed, I would require the full evidence log of their decision however they failed to provide this to me in the past and are unable to provide this to me now. I have banked with Wells Fargo for over a decade and have trusted them to support me as this is the largest fraudulent transaction I have ever had reported on my card and account. I know there is a way to resolve this with honor and integrity, and all support you can provide would mean the world to me. Thank you for your help and taking my case into consideration ; it means more than I can express in words.

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