Consumer complaint received 2025-10-25 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: MA

Complaint narrative:
On XXXX my husband, was approached by XXXX individuals, outside a XXXX XXXX store in XXXX XXXX, who claimed to be collecting donations for their recently deceased XXXX  brother. They had multiple pamphlets and paperwork that made my husband think this was a legitimate charity. My husband, acting in good faith, agreed to make a {$10.00} donation and provided the credit card with the understanding that he would be charged the {$10.00} donation. However, the individual instead used the card to process two unauthorized transactions of {$2000.00} each, totaling {$4000.00}. The transactions appear on our statement as XXXX XXXX XXXXXXXX XXXX # XXXX. Thankfully, a third {$2000.00} transaction was blocked after my husband called Wells Fargo immediately upon discovering the fraud. This phone call should be documented on the customer service line XXXX on XXXX between XXXX. Please note the fraud occurred on XXXX, however, the charges on our credit card statement are dated XXXX, which I am unclear as to why the discrepancy. 

I have attempted to rectify this incident with numerous phone calls to the Wells Fargo XXXX department and dispute department. My husband 's initial call on XXXX, issued a stop on our credit card, and prevented a XXXX {$2000.00} charge on our account. I followed up with several calls to find out the status of our claim. My husband and I have been told contradicting things by Wells Fargo 's customer service representatives. I called Wells on XXXX and was told that our fraud claim was denied, as my husband 'authorized the transaction ' as he gave the party his credit card. Also, that 2 disputes had been opened to rectify these charges as they were not fraud, ( dispute XXXX and XXXX ). My husband contacted Wells on XXXX and was told the charges would be reversed as of XXXX. I contacted Wells on XXXX as the charges were still on our account. After speaking with a manager, XXXX, was told that the dispute process had not even been started and it would be initiated on XXXX. My husband called back on XXXX and was told that these charges are not disputes and we should fight the fraud denial issued on XXXX. 

We are mailing the same information attached here, to Wells Fargo : 1. Letter outlining fraud 2. XXXX Police Department ( XXXX ' ) Report 3. XXXX XXXX receipt that shows my husband was in XXXX XXXX at the time of the fraud and not in the location of the charge. 
4. News articles that document this fraud happened to numerous individuals and is being investigated by XXXX. 

The card was given solely for a single {$10.00} charge, based on false representation and deceptive intent by the individual. At no point did my husband authorize or consent to any {$2000.00} transaction let alone multiple ones. 
This was a clear case of fraud. The scammer used deception to gain access to the card and then exceeded the authorized amount by XXXX. Under the Fair Credit Billing Act, consumers are protected from liability in cases involving fraud, misrepresentation, or charges that exceed the agreed amount. We believe this situation qualifies on all counts.

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