Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
CFPB COMPLAINT XXXX FRAUD, {$4000.00} LOSS & WELLS FARGO FAILURE TO INVESTIGATE Beginning in XX/XX/year>, approximately {$4000.00} in unauthorized XXXX transactions were charged to my Wells Fargo account. I did not make these purchases, authorize them, or receive any of the merchandise. 

When reviewing the XXXX order information, it showed that : The names, emails, and phone numbers tied to the orders are not mine. 

The merchandise was shipped to addresses I have no connection to. 

I have never lived at, used, or been associated with the delivery addresses. 

None of the items purchased were delivered to me. 


This clearly indicates third-party fraud using my financial information. 


-- - Impact on Me The total fraudulent activity amounts to approximately {$4000.00}, which has created significant and ongoing financial hardship. These losses have : Put me into a financial loophole, Set me back on essential bills and responsibilities, Created instability because the bank refuses to return the stolen funds. 


I have done everything required as a consumer to respond responsibly and promptly, yet the issue still remains unresolved. 


-- - Actions I Took to Report the Fraud XX/XX/year> Present : I notified Wells Fargo as soon as the unauthorized charges appeared. I opened multiple fraud claims and supplied all documentation, including : Screenshots and confirmation emails from XXXX XXXX details showing mismatched names and addresses Proof that I did not receive any items Communication logs with XXXX representatives The branch manager and district manager at Wells Fargo personally reviewed the materials and agreed that the activity appeared fraudulent. They escalated the case internally.

-- - Wells Fargo Executive Fraud Department Denials Despite all evidence, the Wells Fargo Executive Fraud Department : Denied my claim twice, Stated no fraud was found, Refused to consider the documentation showing mismatched delivery names and addresses, Declined to reopen the investigation, Would not communicate with XXXX to obtain the merchants fraud findings. 


The executive department has refused to budge or properly re-evaluate the evidence, leaving me without protection or reimbursement. 


-- - Communication With XXXX I contacted the XXXX XXXX Department, and after their internal investigation, they confirmed : The orders were not placed by me, The merchandise was shipped to unknown recipients, The contact information and delivery addresses do not match my identity, They have fraud findings on their end. 


However, XXXX has not forwarded their findings to Wells Fargo, which Wells Fargo claims is required in order to resolve the reimbursement. 

This has resulted in both companies pointing responsibility at the other, while I remain financially harmed. 


-- - Law Enforcement Involvement To further validate that this is fraud, I filed a report with the XXXX XXXX Police Department. Law enforcement agreed that the transactions appear fraudulent and documented the incident accordingly. This confirms an external party is using my financial information without permission. 

Despite a police report verifying the suspicious activity, Wells Fargos executive fraud department still refuses to take action. 


-- - Why I Am Requesting CFPB Intervention After nearly six months of efforts, the issue remains unresolved because : Wells Fargo closed my claims twice without proper investigation.

The executive fraud department refuses to revisit or analyze the supporting documentation. 

XXXX acknowledges fraud but has not communicated findings to the bank. 

I continue to suffer financial harm due to unauthorized charges totaling roughly {$4000.00}. 

All available evidenceincluding a police reportsupports that this is identity theft and fraud. 



-- - What I Am Asking the CFPB to Require 1. A full review of Wells Fargos mishandling of my fraud claims.

2. Immediate reimbursement of the {$4000.00} in unauthorized transactions, in compliance with Regulation E.

3. A requirement that Wells Fargo conduct a fair, complete investigation using the documentation I already provided.

4. That XXXX transmit their fraud findings to Wells Fargo so the bank can no longer deny responsibility. 


5. Assurance that my financial data is protected and that similar occurrences can not happen again.

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