Consumer complaint received 2025-08-12 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: CA

Complaint narrative:
I was robbed XXXX and reported a charge on my credit card as fraud as soon as I realized my card was missing on XXXX, while the charge was still pending at an XXXX store. I gave them the police report number and all information from the back of the card because it is a joint account with my husband and we record all card number, expiration date & security code information. I told Wells Fargo fraud department when I originally reported the thief 's charge that I was robbed in California while my husband was traveling in XXXX and still using his card. Wells Fargo charged the {$1600.00} to my account anyway and closed the fraud claim without even speaking to me! And they did this on the day After I received their Declaration of Fraud and Forgery document which I completed and returned. They must have ignored this signed document from me as they have continually refused to remove the fraud charge even though the Wells Fargo Debit Card Fraud department correctly concluded this was fraud and didn't charge me as did 2 other credit card companies that I had cards with that were also stolen. Only Wells Fargo Credit Card refused to reverse the pending charge I identified as fraud and the result of a robbery! 

I have been fighting almost every other day with Wells Fargo to get this resolved but no one would even give me a provisional credit while they investigated and they repeatedly refused to let me speak to the people actually handling my fraud case. On XX/XX/XXXX I escalated to an Executive Office Complaint and again gave all of the information and requested an immediate provisional credit while I waited to speak to the fraud investigation group and get the details of how they could have possibly refused this claim. I was told I should have a resolution by XX/XX/XXXX but today I received an email saying they need until XX/XX/XXXX! I tried to escalate to the Executive Office Complaint Manager but that person refused to speak to me. I have also repeatedly called the Fraud Claims Assistance Center giving all of the information and asking for a provisional credit and no one has done anything to actually help me. I have been told multiple times by them and the Executive Office Complaint department that reopened previously denied fraud claims are handled by " a back office group '' that I can't speak with directly and neither can the Executive Office Complaint rep or the Fraud Assistance Center rep.

This is totally unacceptable! I was robbed and have to relive that every time I call Wells Fargo- I should not have had to spend so many hours for so many days trying to get Wells Fargo to correct THEIR MISTAKE in denying my fraud claim from being robbed and they should have to remove that charge from my account immediately!

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