Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am writing to formally dispute the decisions regarding two separate issues with my Wells Fargo account : one involving a {$1000.00} unauthorized charge and another involving a fraudulent chargeback of {$70.00} that was wrongfully deducted from my account.

1. {$1000.00} Unauthorized Charge ( Claim Number : XXXX ) Despite following all appropriate steps and providing substantial evidence, Wells Fargo denied my claim regarding the {$1000.00} unauthorized charge on XX/XX/year>. I would like to highlight several key facts that were overlooked during the investigation : * New Phone and Number : I had to replace my phone and phone number after the unauthorized transaction. When I initially spoke with a Wells Fargo officer regarding this case, they advised me that if I provided proof of ordering a new phone and showed it was now linked to my Wells Fargo account, it would significantly help the case. I am attaching an image as proof that I ordered a new phone ( XXXX XXXX XXXX XXXX XXXX ), with the order placed on XX/XX/year>. This new phone and number are now linked to my Wells Fargo account. Despite providing this evidence, my claim was still denied without proper consideration of this key point.

* Different IP Address : The merchant identified a different IP address for the transaction, which should have raised significant red flags during Wells Fargo 's investigation. This discrepancy has not been adequately addressed, and I request a detailed explanation of how the IP mismatch was handled during the review.

* Provisional Credit Reversal : Wells Fargo initially provided a provisional credit of {$1000.00}, which was later reversed without providing any clear explanation or substantial evidence tying the charge to my authorization. I request a thorough review and a clear rationale for why the credit was reversed despite the obvious signs of fraud.

* Inappropriate Handling by Wells Fargo Officer : During my phone conversation with a Wells Fargo officer on XX/XX/year>, I felt that my words were being twisted, and the questioning was inappropriate. The officer also asked me for further proof of the new phone, which I provided, yet this was not properly factored into the decision. As a loyal customer of nearly 10 years, I expect professional and respectful treatment.

2. {$70.00} Chargeback Dispute ( Claim Number : XXXX ) In a separate incident, I sold a pair of shoes to a buyer on XX/XX/year>, and the payment was processed through XXXX XXXX. After the buyer received the shoes, they filed a chargeback through XXXX XXXX, claiming the transaction was unauthorized. As a result, Wells Fargo deducted {$70.00} from my account. I filed a dispute with Wells Fargo, but the claim was wrongfully denied. 
Here are the key points regarding this dispute : * Proof of Transaction : The XXXX XXXX transaction for {$70.00} was completed on XX/XX/year>. I have attached a screenshot of this transaction for your reference. 
* Conversation with Buyer : I have attached screenshots of my XXXX XXXX conversation with the buyer, where they confirmed their intent to purchase the shoes, provided their contact details, and acknowledged the transaction. This clearly proves that the buyer 's claim of not authorizing the transaction is false.

* Lack of Investigation : Wells Fargo failed to consider this key evidence and sided with the buyer without investigating the transaction details or my communication with the buyer. I request that this decision be reversed and the {$70.00} returned to my account.

Attachments : For the {$1000.00} Unauthorized
Transaction ( Claim Number : XXXX ) Image : My orders & returns ( XXXX ) This shows proof that I ordered a new phone ( XXXX XXXX XXXX XXXX XXXX ) on XX/XX/year>, which is now linked to my Wells Fargo account. This proves that the device tied to the unauthorized transaction was no longer in my possession.

Image : Right to Documentation Package Contents ( XXXX ) Documentation from Wells Fargos claim investigation regarding the {$1000.00} transaction. This image shows inconsistencies, particularly the lack of consideration of my new phone, IP address discrepancy, and replacement of my debit card.

Image : Account Screen Details ATM/Debit Card Information ( XXXX, XXXX, XXXX, XXXX ) These images reflect the changes made to my account, including ordering a new debit card after the unauthorized transaction. Despite these changes, Wells Fargos investigation failed to address the compromised nature of my old phone and card.

Image : Merchant Documentation and Token Information ( XXXX, XXXX ) This shows Wells Fargos documentation of the authorization tied to my phone. However, the investigation does not account for the fact that I had already replaced my phone and card.

For the {$70.00} Chargeback Dispute ( Claim Number : XXXX ) Image : XXXX XXXX Transaction ( cash app transaction.PNG ) This image shows the {$70.00} payment made by the buyer through XXXX XXXX, disproving their claim that the transaction was unauthorized. 

Images : XXXX XXXX Conversation ( XXXX, XXXX, XXXX, XXXX ) These screenshots provide the buyers confirmation of the transaction, including their agreement to purchase the shoes and details for the exchange. This proves that the chargeback was fraudulent.

Image : Wells Fargo Resolution Letter ( XXXX ) This is the letter from Wells Fargo denying my dispute for the {$70.00} chargeback, despite the evidence I provided showing the transaction was legitimate. 
Image : XXXX Conversation ( text XXXX, text XXXX, text XXXX ) These images show my communication with the buyer, their agreement to meet for the transaction, and their subsequent blocking of me after I notified them of the chargeback. This supports my claim that the chargeback was fraudulent and the buyer attempted to deceive me.

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