Consumer complaint received 2025-08-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
b'To Whom It May Concern,\n\nOn or aboutXX/XX/XXXXI reported unauthorized charges on my Wells Fargo account ending in XXXX XXXX XXXX XXXX, under Case No. XXXX  During my initial call, I was informed that an investigation would be conducted and that it would take ten (10) days to conclude.\n\nThroughout those ten days, I called multiple times to request updates and to offer my assistance in resolving the matter. OnXX/XX/XXXX, I contacted Wells Fargo again, expecting confirmation that my account would be reimbursed. Instead, the agent informed me that my claim had been denied on the basis of an alleged email purportedly sent to me, stating that I had approved the disputed purchases.\n\nI categorically deny ever approving those purchases. After reviewing my email history, I found no record of any such correspondence. I further explained to the Wells Fargo representative that, had I received a questionnaire by email, I would have remembered completing it. I asked the representative to provide me with a screenshot or re-send the alleged email. The agent was unable to provide any proof and simply informed me that the case had been closedXXXXAllow me to provide some important context. I am a XXXX XXXX who relies entirely on a XXXX XXXX XXXX and live solely on a XXXX check that is deposited directly into my Wells Fargo account each month. That check is my only means of survivalit pays my rent, utilities, food, medication, and essential home deliveries.XXXXWells Fargos denial of my fraud claim appears to rest heavily on an email that supposedly indicates I authorized the charges in question. I find it deeply troubling that this email was given such weight, despite my repeated phone calls reporting the fraud and disputing those very charges. At no point during the investigation, nor in any of my follow-up calls, did anyone at Wells Fargo ask me about this email or attempt to clarify the misunderstanding. Each time I called, I was simply told that the case was under investigation and that I would need to wait the ten days for a decision.XXXX must ask: why would I report fraudulent activity on my own debit card only to simultaneously claim that I approved it? A simple follow-up question such as, Mr. Tellez, we have an email suggesting you approved these chargesis that accurate? would have immediately resolved this matter. My answer would have been an emphatic No, and the issue could have been recognized for the misunderstanding it was.\n\nI respectfully request that Wells Fargo revisit my case. I believe it was mishandled and that the proper protocol for investigating fraud was not followed. Fraud was committed against me; I did not commit fraud, nor am I complicit in it. I entrust Wells Fargo with my disability income and the security of my livelihood, and I deserve the protection and diligence that trust should guaranteeXXXXAccordingly, I ask for a full reimbursement of the disputed funds without further delayXXXXhank you for your attention to this matter. Please reach out to me if you require any additional information in order to bring about a fair and proper resolution.XXXXSincerely,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