Consumer complaint received 2026-01-29 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: AL

Complaint narrative:
Issue : Multiple unauthorized debit card transactions/ Bank refused reinvestigation I am submitting this complaint regarding seven unauthorized debit card transactions totaling {$4900.00} that Wells Fargo Bank , N.A . has refused to reinvestigate. This is a time-sensitive debit card issue under Regulation E and involves serious consumer protection concerns. 

On XX/XX/XXXX, early in the morning, I received text alerts for transactions that I did not authorize. I immediately contacted Wells Fargo. The bank stopped my card and issued a replacement card. However, while waiting for the new card, transaction errors continued to occur. 

On XX/XX/XXXX, Wells Fargo temporarily credited the disputed funds to my account, giving the impression that the matter had been resolved. However, these funds were later withdrawn from my account by the bank without any prior notice, email, or mailed explanation. 

When I inquired why the funds had been taken, Wells Fargo informed me, after investigation, that the transactions were considered my responsibility. I strongly dispute this conclusion, as I did not authorize or approve these transactions. 

I later learned that Wells Fargo had sent an email on XX/XX/XXXX regarding this issue. However, I was unable to review or respond to that email at the time because my child had been ill since XX/XX/XXXX due to a medical emergency involving a high fever and remained ill throughout that week, requiring my continuous care. I can provide medical documentation if necessary. 

I also later discovered that the unauthorized transactions were processed through websites associated with cryptocurrency platforms. I have no knowledge of, nor have I ever engaged in, cryptocurrency, coin, or stock trading. I also have no relatives in the United States. These transactions are completely unrelated to my activities and were not initiated by me. 

On the morning of XX/XX/XXXX, I contacted Wells Fargo again. The initial representative stated that the case was closed and instructed me to resolve the issue directly with the merchant. I requested to speak with a supervisor. The supervisor stated that a reinvestigation might be possible if I filed a police report. However, even after I provided the police report, the supervisor repeatedly stated that the case was closed and refused to reinvestigate. 

I clearly informed Wells Fargo that if they continued to refuse reinvestigation, I would file a complaint with the Consumer Financial Protection Bureau ( CFPB ). Despite this, the bank still refused to proceed. 

These transactions were completely unauthorized. I did not approve or make these payments, and Wells Fargo refused to accept my police report or conduct a proper reinvestigation. This raises serious consumer protection concerns and appears to be a violation of my rights under federal law.

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