Credit card -- Problem with a purchase shown on your statement -- Complaint #18875074

Complaint Overview

Complaint ID: 18875074

Company: Wells Fargo & Company

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: North Carolina

ZIP Code: 28659

Date Received: 2026-01-20T12:00:00-05:00

Date Sent to Company: 2026-01-20T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am submitting this complaint to request assistance regarding Wells Fargo Banks refusal to reimburse me for extensive unauthorized and fraudulent transactions on both my credit card and debit card accounts. Despite months of effort, full cooperation on my part, and a filed police report, Wells Fargo has failed to resolve this matter, leaving me in severe financial hardship. The fraudulent activity first began on XX/XX/year>, and continued through XX/XX/year>. Over this period, I experienced repeated unauthorized transactions across multiple Wells Fargo credit and debit cards. I am out thousands of dollars as a result. I promptly reported the fraudulent transactions to Wells Fargo each time they occurred. In response, Wells Fargo would cancel my card, issue a replacement, and temporarily stop the activity. However, once a new card was issued, the fraudulent transactions would resume. This cycle continued repeatedly over several months. Despite my continued reporting, Wells Fargo consistently denied my claims or failed to include all fraudulent transactions in their investigations. In XXXX instance, approximately XXXX unauthorized transactions occurred on my credit card. I reported all of them ; however, Wells Fargo only included XXXX transactions in the claim, which was ultimately denied. This pattern occurred multiple times. Wells Fargo frequently failed to include even half of the fraudulent transactions I reported. A police report was completed regarding the fraudulent credit card transactions by Detective XXXX of the XXXX XXXX XXXX XXXX in XXXX XXXX, XXXX XXXX. The police report documents unauthorized transactions totaling {$13000.00}. I believe the total amount of fraud exceeds this figure, as additional unauthorized debit card transactions were not included in the report. I can provide further documentation and calculations of those amounts if requested. Initially, when I first reported fraud in XXXX, a small number of credit card transactions were refunded. Since that time, Wells Fargo has provided no meaningful assistance, no provisional credits, and no resolution, despite my repeated follow-ups. Wells Fargo representatives have repeatedly told me that I authorized these transactions, which is absolutely untrue. I did not authorize any of the fraudulent charges, nor did I benefit from them in any way. At XXXX XXXX request, I sent copies of my bank statements with all fraudulent transactions clearly highlighted on multiple occasions. I paid approximately {$80.00} to fax this documentation after being told they had not received it. I also visited a Wells Fargo branch more than XXXX times, where a banker assisted me by emailing the documentation directly to Wells Fargo. I was later told that Wells Fargo never received the documents, despite confirmation at the branch that they had been sent successfully. Throughout this process, I have had extreme difficulty contacting anyone who could provide accurate information or meaningful help. I have complied with every request made by Wells Fargo, yet my claims continue to be denied without clear explanation. Due to XXXX XXXX refusal to reimburse my funds, I was forced to take out a loan from my XXXX ( k ) through my employer to avoid defaulting on obligations and damaging my credit. My savings have been completely depleted. I can not afford legal representation, making this complaint my last opportunity to seek recovery of my stolen funds. The affected card numbers are as follows : Debit cards ending in : XXXX, XXXX, XXXX, and XXXX Credit cards ending in : XXXX, XXXX, and XXXX This situation has caused severe financial and emotional distress. Wells Fargo continued to allow fraudulent activity to occur on my accounts and failed to protect me or resolve the issue. I respectfully request the CFPBs assistance in reviewing XXXX XXXX handling of this matter, including their failure to conduct a reasonable investigation, failure to issue provisional credits, and repeated denial of valid fraud claims. Thank you for your time and assistance. I am willing to provide any additional documentation needed. Sincerely, XXXX XXXX

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