Consumer complaint received 2025-06-25 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: TX

Complaint narrative:
Summary for CFPB Complaint Submission Wells Fargo Debit Card Replacement & Dispute Obstruction I am submitting this complaint regarding Wells Fargos mishandling of my debit card replacement request and the resulting financial and emotional harm I experienced over an extended period. After reporting that my original debit card had been compromised, I requested a replacement. Despite multiple follow-ups and assurances, Wells Fargo failed to issue a functional replacement, leaving me without access to a physical debit card for 89 days. During this time, I was traveling internationally for medical treatment and had no access to cash. As a
result, I was forced to rely on XXXX XXXX and other workarounds to make necessary purchases. This led to {$420.00} in international service feescharges that could have been entirely avoided had Wells Fargo sent the card as promised.

I contacted Wells Fargo no less than 13 times between XX/XX/XXXX, and today, asking for clarification on which transactions during this period were tap-to-pay ( which I authorized ) and which were not ( which I did not ). I was told repeatedly by different departmentsincluding the Claims Departmentthat this information exists but can not be shared with customers. I believe this lack of transparency directly obstructs my ability to file a legitimate dispute and may be in violation of consumer protection laws, including Regulation E ( 12 CFR 1005 ).

Heres the core of the issue : Any transaction not made via tap ( i.e., chip, swipe, or manual entry ) during that time period was not authorized by me.

Yet Wells Fargo refuses to release the data that would allow me to distinguish my purchases from potential fraud.

This makes it impossible for me to identify which transactions are legitimately mine so I can dispute the others.

There are additional challenges, including : My receipts are in XXXX pesos, and due to fluctuating exchange rates, reconciling them with my U.S. statements is not straightforward.

Some merchants are listed under parent companies or third-party processors, which further complicates matching charges to receipts.

Despite this, I retained receipts for approximately 90 % of the transactions and made a sincere effort to do my partyet Wells Fargo has refused to cooperate.

To further complicate things, Wells Fargo has claimed there is no email or physical address available for submitting formal written disputes or data requests. I have taken the time to draft a formal letter and asked for direction on where to send it, only to be told there is no such option. This is a direct barrier to my rights as a consumer, particularly one with a documented XXXX. I live with a XXXX XXXX and XXXX XXXX which significantly affects my executive functioning and memory. Despite clearly explaining this and asking for support, I have received none.

The emotional distress, financial harm, and hours spent chasing clarity on basic account data have taken a serious toll. What Im asking for is simple, reasonable, and well within my consumer rights.

Request for Assistance from the CFPB : 1. Formally request a detailed transaction history under Regulation E ( 12 CFR 1005 ) for my debit card account, covering the period XX/XX/XXXX XX/XX/XXXX. 
2. Specifically request that Wells Fargo disclose the transaction method for each chargeclearly identifying whether it was made via tap/contactless, chip, swipe, or manually keyed entry.

3. Facilitate a full refund of the {$420.00} in international service fees, which were incurred solely because Wells Fargo failed to provide a replacement card in a timely, trackable manner.

4. Hold Wells Fargo accountable for failing to provide a clear, accessible method for submitting written complaints or data requests, in violation of basic customer service and regulatory expectations.

Letter to Wells Fargo : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Formal Request Under Regulation E Transaction Method Disclosure Account Ending In : XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXX To : Wells Fargo Bank Customer Service / Disputes Department Dear Wells Fargo Disputes Team, I am writing to formally request a detailed transaction history under Regulation E ( 12 CFR 1005 ) for my debit card account, covering the period from XX/XX/XXXX to XX/XX/XXXX. 

Specifically, I am requesting a line-by-line breakdown of all transactions posted to my account during this time that includes the transaction method usedwhether each charge was made via contactless ( tap ), chip, swipe, or manually keyed entry.

This request is necessary because I experienced a series of disruptions to my physical card access during the period in question, which created significant security vulnerabilities and made it nearly impossible to monitor my account accurately : My original debit card was lost on XX/XX/XXXX, in XXXX, XXXX. 


Over the next 12 weeks, five separate replacement cards were issued, but none were successfully received or activated.

From the very first replacement, I explicitly requested expedited shipping with tracking, but card after card failed to arrive. This not only left me without a functional card for 89 days but also meant that my banking information was potentially exposed to anyone who might have intercepted one of those mailingsespecially considering the international nature of one shipment.

One of the replacement cards was sent to XXXX via XXXX, yet no delivery confirmation was ever received.

As a result, I was forced to rely exclusively on my digital wallet ( XXXX XXXX ) on my XXXX XXXX XXXX XXXX during the entire period from XX/XX/XXXX to XX/XX/XXXX. 


Despite numerous calls to Wells Fargo during and after this timeincluding several made while I was still abroadI have consistently been told that Wells Fargo is unable to provide a breakdown of whether transactions were made via tap, chip, swipe, or manual entry. I know this information is recorded and accessible internally, and I believe I have a right to know how my card was used and through which methods funds were withdrawn from my account.

There are now multiple transactions I can not confirm as mine, yet I am being told there is no way to verify whether they were performed via a digital wallet or by other means that should not have been possible given my circumstances. This leaves me in an impossible positionunable to confirm the legitimacy of charges or identify unauthorized activity.

I have repeatedly stated in my communications that any transaction not made through my digital wallet ( XXXX XXXX or XXXX on my XXXX XXXX XXXX XXXX ) during that 89-day window should be considered potentially unauthorized. Without access to transaction method data, I am unable to distinguish valid purchases from those that may be the result of card compromise, digital skimming, or other unauthorized use.

As the account holder, I assert my right under the Electronic Fund Transfer Act ( EFTA ) and Regulation E to access the data necessary to determine the validity of these charges. Please consider this a formal written request for the following : A full list of all transactions from XX/XX/XXXX to XX/XX/XXXX on my card/account.

For each transaction, the transaction method used ( tap/contactless, chip insert, magnetic swipe, or keyed entry ).

Any available device data or digital token ID that would confirm whether a transaction originated from my XXXX XXXX wallet. 


If this information can not be provided through regular statements, please provide it in XXXX XXXX or a secure exportable format. I am making this request in good faith and with the intention of resolving this issue amicably and cooperatively.

In addition, I would like to respectfully emphasize that I am currently managing a documented XXXX XXXX that affects my XXXX XXXX and XXXX XXXX, which has made navigating this situation especially difficult. I have communicated this to Wells Fargo representatives on multiple occasions and specifically asked whether there was a department or team that could assist customers with XXXX in resolving complex account issues. I was told there was no such support available.

This has been deeply discouraging, as I am doing my best to manage my finances responsibly and avoid making any erroneous claims. My XXXX should not disqualify me from receiving clear information about how my account was usedespecially when that information is already being collected internally. I am hopeful that by bringing this to your attention in writing, I can receive the transparency and consideration I have previously requested in good faith.

Lastly, I want to provide clarity on my recent card history, which reflects repeated replacements made in an effort to secure my account and resolve this issue. Please note the following : Recent Card Replacements : Card ending in XXXX Card ending in XXXX Card ending in XXXX Card ending in XXXX XXXX ( to XXXX ) Card ending in XXXX Card ending in XXXX Current active debit card Despite these efforts, I was without a functioning debit card for a total of 89 days, which had a significant impact on my ability to access cash while living abroad. This forced me to rely on small, frequent debit transactions for everyday expensessomething I would not have done had I been able to make larger, consolidated cash withdrawals.

As a direct result, I incurred {$420.00} in international service fees. I am formally and respectfully requesting that these fees be fully refunded, as they reflect a burden I would not have incurred had I been provided with timely access to my funds.

I hope this context makes clear that Ive done everything within my power to resolve this situation responsibly and to safeguard my account. I am sincerely asking for your support in making this right.

If I do not receive a satisfactory response within 10 business days, I will be compelled to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) and the appropriate regulatory authorities. I am hopeful this step can be avoided if your team will assist me in obtaining the basic transaction information I am entitled to as a consumer.

Thank you in advance for your prompt attention to this matter.

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 monetary relief