Consumer complaint received 2017-12-04 00:00:00
Product: Credit card or prepaid 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: WI

Complaint narrative:
A cash advance for {$6900.00} was removed from my credit card and transferred to a checking account I have no association with without my consent. I discovered this transaction on XX/XX/XXXX, within 24 hours of the transaction. I immediately called Wells Fargo to report fraudulent activity on my credit card. After speaking with various employees, I was told that an authorized user on the account made the transaction and that they were unable to stop the pending transaction. 

I am the primary account holder on this credit card. I separated all of my finances from my ex husband three years ago when we divorced. I was assured multiple times by Wells Fargo at that time that my ex husband had been removed from all of my accounts and had absolutely no access to me or my money. 

When we divorced, our debt was equally divided on mutual understanding that we would each pay our respective debts. My ex husband has failed to pay all debts since that time which has left me no option other than to pay them as my name is associated with these debts and my credit is negatively affected by non payment. I have paid over {$15000.00} of debt that my ex husband was court ordered to pay since our divorce. Additionally, I single handedly paid off this credit card ( {$8500.00} ) in the past few months. Within a month of this being paid off, my ex husband took a cash advance from this line of credit, maxing it out. 

After multiple phone calls to Wells Fargo I was able to speak with several managers who reassured me I was entitled to this money and it would be returned to me. I spoke with a supervisor who ensured me that the funds had been recovered and returned to my account, including the {$400.00} fee for the transaction, and the interest ( 25 % ) on the cash advance. The account was closed, I had a remaining balance of {$1000.00} ( the balance on the card prior to the cash advance from purchases I made that month ) with the next payment due in XX/XX/XXXX 

About 5 days after I received this information I received a call from the executive office of the credit card division stating Wells Fargo has reversed the refund, charged me the fee for the cash advance, and back dated the interest charges to XX/XX/XXXX when the transaction originated. Wells Fargo claims they have no proof that I was told years ago that my ex husband was removed from my account and that it is impossible to remove an authorized user from a credit card ; that the account would have needed to be closed at that time. This information was never communicated to me at that time and I was assured by Wells Fargo bankers that my money and accounts were safe and free from access from my ex husband.

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