Consumer complaint received 2024-10-04 00:00:00
Product: Credit 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: IL

Complaint narrative:
On XX/XX/year>, I discovered a fraudulent charge of {$2400.00} on my credit card from a XXXX XXXX. I never made this transaction. I immediately called Wells Fargo, my credit card company, and they told me they could not stop the pending transaction and that I would have to dispute it and they would have to investigate it. 

A week into their " investigation '' I called Wells Fargo to get an update. The woman I spoke to said that they called the merchant but no one was currently there to look into the charges. She called again while she had me on hold but told me that once again no one was at the merchant that could look into charges. I asked her for the phone number of the merchant and they provided it. I hung up with Wells Fargo and called the merchant myself. I immediately got ahold of an employee you was able to look into transactions and she confirmed they had no record of the transaction on their end. She then called the merchant 's corporate office who called me and they confirmed again that no transaction had occurred. They were very helpful. The woman I spoke to at corporate XXXX XXXX was named XXXX. 

I then called Wells Fargo back and provided the corporate number and XXXX 's name. The new Wells Fargo rep I spoke to put me on hold, called the number I provided and came back to me and said that the merchant did indeed confirm that they have no record of the transaction. He said they would proceed with their investigation and let me know the resolution. 

I just got a letter in the mail stating that no fraud had occurred and I would have to pay the {$2400.00}. When I called Wells Fargo to ask how that could be the case, the woman I spoke to said she saw no record of the conversation I had with the man that confirmed there was no record of the transaction with the merchant. She said it was possible she didn't have access to it. However this leads me to believe that there was no further investigation and Wells Fargo did not do their due diligence. I called the merchant number they provided me and was able to get information and answers right away, even though they claimed to have called twice. They are denying fraud took place even though I was on the phone with them when they confirmed the store said they don't have the transaction. None of it makes any sense. 

I now have to send Wells Fargo a letter from the merchant, my police report and recorded customer service phone calls in order to get this case reopened. I have to go to a physical branch to get the phone calls submitted. It would be very helpful for the CFPB to help me in resolving this matter as it has made me incredibly anxious. I do not have {$2400.00}. I have recorded all phone calls with Wells Fargo and XXXX XXXX, the merchant that Wells Fargo found in their investigation. 

Thank you.

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