Consumer complaint received 2025-05-23 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: VA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XX/XX/year> Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Complaint Regarding Fraud Claim with Wells Fargo Dear Sir/Madam, I am writing to formally file a complaint against Wells Fargo concerning a fraud claim I filed with them for a stolen credit card. Below, I have outlined the details of the situation and the lack of resolution or satisfactory service I have received. 

Claim Details : Date of Fraud Incident : XX/XX/year> Date I Reported Fraud to Wells Fargo : XX/XX/year> ( on the same day ) Claim Number : [ Insert Claim Number Here ] On XX/XX/scrub>XXXX XXXX XXXX my Wells Fargo card was stolen, and I immediately reported the theft to the bank. The bank responded by canceling my card and reissuing me a new one. However, despite my prompt action and subsequent follow-up, Wells Fargo 's claims department has failed to provide me with a clear, satisfactory resolution to my claim of {$8300.00}. 

From XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>, I called Wells Fargo Claims Assistance every business day to get updates on the status of my claim. Each time I spoke to a different representative, I was informed that adjustments were being made to the claim due to errors or missing information. On several occasions, I had to provide the same details over and over, despite having already submitted the necessary information multiple times. 

On Friday, XX/XX/year>, I was informed that the bank needed additional information from me, which I had already provided. After supplying the same details once again, I was assured that the claim would be resolved by XX/XX/year>. However, only a few hours later, I received a notification through the Wells Fargo app stating that my claim had been closed because an error had not occurred. This was both shocking and frustrating.

I called back immediately to seek clarification, as this was clearly a case of fraud. My card was used for 19 separate transactions, totaling {$8300.00}. The fraudulent charges were spread over multiple attempts, with varying amounts, and ultimately processed successfully. Despite this, Wells Fargo closed my claim without providing any explanation or clarification on how they determined that no error occurred. 

The following are the fraudulent charges that were made on my stolen card : {$51.00} {$440.00} {$580.00} {$1600.00} {$160.00} {$890.00} {$140.00} {$560.00} {$540.00} {$39.00} {$280.00} {$290.00} {$820.00} {$450.00} {$900.00} {$81.00} {$410.00} {$77.00} {$20.00} I find it unacceptable that after providing all required information and after numerous attempts to resolve this issue, Wells Fargo has refused to conduct a thorough investigation or offer a reasonable explanation for closing the claim. It is clear to me that the bank is not properly handling or addressing my fraud case, and I am deeply dissatisfied with the lack of transparency, communication, and accountability in this process. 

I am requesting the following actions : A full investigation into the claim and all fraudulent charges made to my card. 

A detailed explanation of why my claim was closed and the specific reasoning behind Wells Fargo 's determination that no error occurred. 

A formal review of Wells Fargo 's claims handling process to ensure that such situations are addressed in a more professional, transparent, and timely manner.

This situation has caused me considerable distress, and I am seeking resolution and accountability for the fraudulent activity that occurred on my account. I am submitting this complaint to the Consumer Financial Protection Bureau to request an independent investigation into Wells Fargos actions, and I trust that your office will assist in resolving this matter. 

Thank you for your attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX XXXX

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