Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
I am filing this complaint regarding XXXX unauthorized XXXX XXXX transactions and the handling of the related disputes by both XXXX XXXX and Wells Fargo. Summary of the Fraud On the XXXX of XX/XX/year>, I received multiple alerts from XXXX XXXX and Wells Fargo. XXXX XXXX notified me that a new device had been added to my account at XXXX XXXX followed by XXXX unauthorized payments of {$960.00} and {$950.00}. Additional attempts were made but declined by Wells Fargo due to insufficient funds. I immediately contacted XXXX XXXX. They informed me that the payments were sent to an individual named XXXX from a device located in XXXX XXXX XXXXXXXX. XXXX XXXX removed the unauthorized device at XXXXXXXX XXXX instructed me to change my email password, and opened a dispute. At the same time, my husband contacted Wells Fargo ( Claim # XXXX ) to report the fraud, cancel the compromised card, and file a dispute. XXXX XXXX and XXXX XXXX Responses On XX/XX/year>, Wells Fargo issued a provisional credit of {$1900.00}. Throughout this period, we had numerous calls and emails with both institutions to provide and request information. On XX/XX/year>, XXXX XXXX denied the dispute, stating that XXXX had determined the transactions were authorized because the name, email, and IP address matched my information. This contradicted what XXXX XXXX told me earlierthat the transactions originated from a phone in XXXX XXXX XXXXXXXX. Wells Fargo then notified us that the provisional credit would be withdrawn on XX/XX/year>. Reopened Claims and Conflicting Information We reopened disputes with both XXXX XXXX and Wells Fargo and requested all documentation used in Wells Fargos decision. On XX/XX/year>, during a call with XXXX XXXX a representative ( XXXX ) informed me that XXXX XXXX had determined my account was compromised and that the XXXX disputed transactions had been refunded on XX/XX/year>, to the card originally used. Because the account had been closed, he could not provide a statement, but he did send an email confirming that XXXX XXXX had reversed the transactions to the bank. I provided this information to Wells Fargo, and they opened a new claim ( # XXXX ) and issued another provisional credit. However, on XX/XX/year>, Wells Fargo stated they found no evidence of a refund and would withdraw the provisional credit on XX/XX/year>. Documentation Received and Errors Identified On XX/XX/year>, we received the documentation from Wells Fargo related to the original claim. Wells Fargo denied the transactions as fraudulent based on Visas assertion that the sender, my name, initiated the payments using the following details : Phone number : mine Email : mine IP address : XXXXXXXX XXXX ( NOT MINE ) The IP address listed is not mine. My actual IP address which we provided and could have been easily verified. Additionally, XXXX XXXX had already confirmed that the transactions originated from a device in XXXX XXXX XXXXXXXX, not from my location.

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