Consumer complaint received 2026-02-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
This is an ongoing, unresolved issue involving a compromised Wells Fargo credit card that I reported as fraudulent. i stated to the very 1st rep. This is what I did not want to happen : being marked late. Despite my repeated good-faith efforts to comply with Wells Fargos instructions and resolve this matter, I continue to receive no meaningful resolution, and late payments remain reported to XXXX. 

From the beginning, I have fully cooperated and provided all requested documentation, including : FTC Fraud Report Police report Disputes filed through XXXX  Direct escalation attempts with Wells Fargo After my initial complaint, I followed Wells Fargos instructions and contacted the fraud claims department as directed. I complied with what was requested of me. However, I received the same result no written investigation outcome, no correction of reporting, and continued denial of accountability. 

Despite my compliance and repeated efforts, Wells Fargo continues reporting late payments to XXXX associated with this fraudulent activity. 

On XX/XX/year>, I made repeated attempts to resolve this matter directly by calling XXXX. 

My call logs reflect multiple extended calls that day, including approximately : XXXX hour XXXX minutes XXXX hour XXXX minutes XXXX hour XXXX minutes XXXX hours XXXX minutes XXXX hours XXXX minutes XXXX hours XXXX minutes XXXX hours XXXX minutes XXXX hours XXXX minutes Across these calls, I was transferred repeatedly between Customer Service, Fraud Department, Claims, Collections, overseas representatives, and Card Services.

During one of these calls, I was told that I would need to pay the fraudulent charges first and then be reimbursed before the reporting could be corrected. This instruction is unreasonable given that the charges were reported as fraud. 

At approximately XXXX PM, I spoke with a representative identified as XXXX. After multiple transfers, I was transferred back to this representative and no meaningful assistance was provided. The issue remained unresolved. 

At no point was I provided : A clear case resolution number Written confirmation of a completed investigation A written fraud determination Confirmation that credit reporting would be corrected Despite spending over XXXX cumulative hours attempting to resolve this issue in good faith, Wells Fargo failed to provide meaningful resolution and continues to report late payments. 

Late payments remain on my XXXX  credit report despite the account being disputed due to fraud and a compromised card. 

If this account was previously removed and later reinserted with XXXX, I did not receive the required five-day written reinsertion notice. 

This ongoing reporting is causing measurable harm to my credit profile. 

Consumer Rights and Violations : Under the Fair Credit Reporting Act ( FCRA ), I have the following rights : The right to dispute inaccurate or fraudulent information ( 15 U.S.C. 1681i ).

The right to have a furnisher conduct a reasonable investigation after receiving notice of dispute ( 15 U.S.C. 1681s-2 ( b ) ).

The right to have fraudulent information blocked from my credit file when supported by an FTC report and police report ( 15 U.S.C. 1681c-2 ).

The right to receive notice if previously deleted information is reinserted ( 15 U.S.C. 1681i ( a ) ( 5 ) ( B ) ).

The right to have only accurate information reported to credit bureaus ( 15 U.S.C. 1681s-2 ( a ) ).

Based on the facts outlined above, Wells Fargo appears to have violated these obligations by : Failing to conduct or document a reasonable investigation after receiving notice of fraud and supporting documentation. 

Continuing to report late payments to XXXX  despite the account being disputed due to fraud. 

Failing to provide written results of any completed investigation. 

Potentially reinserting previously deleted information without providing required notice. 

Advising that I must pay fraudulent charges first before correction of reporting. 

These failures have resulted in continued inaccurate reporting and ongoing harm.

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