Consumer complaint received 2025-01-07 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: TN

Complaint narrative:
On XXXX I noticed unexpected charges on my credit card statement for {$170.00} each. The most recent charges at the time were from XXXX and XXXX. Looking over previous months ' statements, I found charges for the same amount on XXXX, XXXX, and XXXX. Each charge showed the merchant as " XXXX XXXX XXXX CA ''. 

That same day, XXXX, I called Wells Fargo 's fraud number to file a claim about the unauthorized charges. The charges were temporarily reversed and I was told the charges would be investigated. During the call I agreed to have my existing credit card canceled and to have a new card sent to me. The new card arrived within one week. Upon receipt I immediately activated it.

About one week later I received a letter from Wells Fargo dated XXXX. The letter informed me that my claim had been denied, citing my continued paying of my credit card 's balance as evidence of authorization. 

On XXXX, I saw another charge on the new credit card from XXXX for the same {$170.00} amount with the same " XXXX XXXX XXXX merchant name. I went to adobe.com and confirmed that their support number was XXXX. I called and talked to two customer service agents. The agents took my first and last names, email address, and the first 6 and last 4 digits of both credit cards that had the unauthorized charges. Neither agent was able to find any account or subscription under any combination of that information. 

Immediately after the call with XXXX, I called Wells Fargo at XXXX. The support agent I spoke with was not able to provide any additional information about why my claim had been denied. They confirmed that they reopened the case for the previous XXXX charges ( those from XXXX to XXXX ) and opened a new claim for the charge on XXXX. 

On XXXX, I logged into my account portal at wellsfargo.com. I noticed that neither of the XXXX claims was visible in the list of claims in my account. However, other claims from as far back as XXXX were listed. I called Wells Fargo again at XXXX. The agent I spoke to confirmed that both claims were indeed open and that there was a minimum XXXX business days to process a claim, so neither had been decided yet. The agent was unaware of why the claims would not be visible in my web portal and asserted that the claims ' absence in the portal did not reflect the actual statuses of the claims. 

After that call, I called XXXX again. I spoke to at least XXXX customer service agents altogether over a series of transfers. The ultimate result was that none of the agents were able to identify any accounts of subscriptions under any combination of my name, email address, or credit card numbers. The final agent sent me an email as evidence that the charges did not originate from XXXX.

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