Consumer complaint received 2026-05-06 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: AZ

Complaint narrative:
Date of Incident : XX/XX/XXXX Prior Disputes : XX/XX/XXXX Dispute ID XXXX {$150.00} XX/XX/XXXX Dispute ID XXXX {$150.00} I have repeatedly instructed Wells Fargo to block charges from XXXX of XXXX and related entities. Each time I call, I authenticate using voice verification, which should be sufficient under XXXX XXXX guidance. On XX/XX/XXXX, I contacted Wells Fargo regarding ongoing unauthorized charges. My call was routed to Precious, who stated she works in a XXXX XXXX call center for a XXXX XXXX ( XXXX ). Precious refused to provide the name of the XXXX or the legal entity she works for. Precious stated that in order to move forward, I was required to verbally provide : full Social Security number full card number full address full phone number She stated this was normal procedure. I provided only limited information and reminded her that I had already authenticated via voiceprint. I informed Precious that my insurance copay is XXXX, and that the frontline staff at XXXXXXXX XXXX XXXX have already been reported to the XXXX Attorney General for unauthorized charges and misrepresentation of copays. Precious responded that because I had given them the card number, I had authorized the charges. I stated this was not true. I explained that XXXX XXXX XXXXXXXX previously claimed I owed over {$140.00} in copays for my son, which is false. They have repeatedly fabricated numbers and attempted to bill patients improperly. I stated that their XXXX and CEO are located in XXXX and XXXX, and that the pattern of billing appears fraudulent. At this point, after repeated refusals to identify the XXXX or provide secure channels, I became frustrated and used profanity. Precious accused me of being disrespectful and stated she would disconnect the call unless I complied with her demands. She still refused to answer whether she held any license, or whether the call center was affiliated with or located within a correctional facility. I told Precious I would be reporting her to the North Carolina Attorney General and the Arizona Attorney General, and I referenced XXXX XXXX XXXX XXXX to XXXX XXXX XXXX in XXXX. I demanded escalation. Precious transferred me to her supervisor, XXXX, who stated she is located in XXXX. XXXX claimed they all work for Wells Fargo, despite Precious identifying herself as part of a XXXX. XXXX refused to provide the name of the XXXX or the legal entity responsible for the call center. XXXX instructed me to send documentation to an email address, stating they can not provide a secure portal, can not provide written confirmation of their procedures, and that verbal only is the way this is done. She told me I could go to a branch, despite the fact that branches near me have repeatedly stated they do not handle creditcard servicing. XXXX provided no further instructions on how to resolve or reverse the unauthorized charges other than to comply with the demands of the XXXX call centers. This interaction reflects : GLBA Safeguards Rule violations XXXX authentication failures Vendoroversight violations ( XXXX XXXX ) XXXX risk XXXX accommodation violations Unsafe handling of PII Refusal to identify the XXXX Refusal to provide secure documentupload channels Coercive verification practices Potential fraud exposure I terminated the call due to the combination of excessive authentication demands, refusal to identify the XXXX, refusal to provide secure channels, refusal to answer licensing or correctionalfacility questions, refusal to place procedures in writing, and threats to disconnect the call unless I complied.

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