Consumer complaint received 2026-04-05 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: FL

Complaint narrative:
I am filing this complaint against Wells Fargo Bank , N.A . for multiple violations of the Truth in Lending Act ( TILA ), Regulation Z, as well as for negligence in handling unauthorized transactions, failure to maintain accurate account access, and failure to conduct a lawful and reasonable investigation. case number XXXX. Below is a detailed summary of the issues : 1. * * Unauthorized Transactions Ignored by Wells Fargo * * More than XXXX XXXX transactions were posted to my credit card account over several months. I do not have an XXXX account, I do not use XXXX services, and I did not authorize any of these charges. The only transaction I personally made was a {$240.00} cash advance. XXXX. * * Wells Fargo Removed My Credit Card From My Online Banking Platform * * My credit card disappeared from my Wells Fargo online banking access, leaving only my savings and joint account visible. This prevented me from monitoring activity, viewing statements, or making payments. Wells Fargos representative, XXXX XXXX, admitted that the bank removed the card from my online access but provided no explanation. This system failure directly caused the delayed discovery of fraud and the past due status. XXXX. * * I Paid My Legitimate {$240.00} Cash Advance Immediately After Regaining Access * * As soon as Wells Fargo restored my online access and I was finally able to see my account again, I * * immediately paid the {$240.00} cash advance * *, which is the * * only transaction I actually made * *. This demonstrates that I have acted in good faith and that any past due status was caused solely by Wells Fargos removal of my card from my online platformnot by any negligence on my part. XXXX. * * Incorrect Contact Information Maintained by Wells Fargo * * Wells Fargo had an outdated mailing address and an incorrect phone number on file. I did not receive statements, alerts, or notifications. I updated my information immediately after discovering the issue. XXXX. * * Delayed Discovery Caused by Wells Fargos System Error * * I only became aware of the fraudulent activity after receiving an email regarding my credit card status. When I contacted Wells Fargo, I was informed of a balance of {$580.00} and a past due amount of $ XXXX resulting from unauthorized charges and the banks removal of my card from online access. XXXX. * * XXXX Confirms No Transactions Exist Under My Information * * I contacted XXXX multiple times. XXXX confirmed that no transactions exist under my name, card number, or personal information. They stated the charges XXXX have been made through a virtual wallet or another account, which does not apply to me. This further confirms the transactions were fraudulent. XXXX. * * Wells Fargo Unable to Identify the Source of the Charges * * Wells Fargo could not determine where the transactions originated, yet still attempted to hold me responsible. This violates Regulation Z, which requires the bank to prove a transaction was authorizednot the consumer. XXXX. * * Credit Score Damage Caused by Wells Fargo * * My credit score has been negatively impacted due to past due amounts caused by fraudulent charges and Wells Fargos removal of my card from online access. This harm is a direct result of the banks negligence. I am requesting the CFPB to require Wells Fargo to : - Remove all unauthorized XXXX charges. - Reverse all interest, late fees, penalties, and past due amounts associated with these fraudulent transactions. - Correct all negative credit reporting caused by this issue. - Provide a written explanation for why my credit card was removed from my online banking platform. - Conduct a lawful, complete, and documented reinvestigation as required by Regulation Z. - Provide proofif any existsthat I authorized these transactions. Attached to this complaint, I am providing : - Copies of Wells Fargo letters and notices - Email correspondence with XXXX ( multiple agents ) - Screenshot showing only two accounts visible on my online banking platform - FTC Identity Theft Report - For Confirmation that Wells Fargo representatives admitted the card was removed from my access, please refer to the bank compliance recordings- Proof of payment of the {$240.00} cash advance immediately after regaining online access Wells Fargos handling of this matter has been negligent, non compliant with federal law, and harmful to my financial standing. I request immediate CFPB intervention.

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