Credit card -- Other features, terms, or problems -- Complaint #19624194
Complaint Overview
Complaint ID: 19624194
Company: Wells Fargo & Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: Illinois
ZIP Code: 606XX
Date Received: 2025-10-27T12:00:00-05:00
Date Sent to Company: 2026-02-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hi, I was in XXXX traveling in XXXX. I lost/ my phone was stolen and wallet in prgaue. I went to the bars i was at and told them to keep an eye out and they said they will contact the police and let them know. So, I didn't have a phone at all for the rest of the trip. When i came back, i called XXXX XXXX and told them about a lot of random charges on my acconut, but nothing happened. So on septmer XXXX i ordered my new phone when i got back, and then i recieved it on the XXXX. I sent wells fargo evidence from XXXX of the iphone i got. On XXXX XXXX i called the right away and told thme about all the cahrges again nothing happened for acouple days. So then on the XXXX i called again, and fianlly they took action. There were clsoe to XXXX work of charges on my wells fargo acconut. On my amex there were close to XXXX, my other amex close to XXXX, on my discover clsoe to XXXX, and my capital XXXX there were close XXXX. All of these companies have credited these amounts back to me and fixed i except wells fargo. They keep denying my claims. I then made a police report in XXXX when i came back so that there is proof that my phone was stoeln and wallet. They keep deyning my claims, and they are the only bank. I sent them proof of the new phone, ive sent them pics of other banks creidting my account, i sent them pics of the new wallet and everyhitng, and the new credit cards. And they still keep denying my claims. It's so anoying. I then requested- requesting a written explanation of your investigation and the evidence you relied on to deny my fraud claim. And nothing. I went to wells fargo bank to maybe get bankers involved and have them fax and try it, and still nothing. I've tried 3 times now, and it's affecting my credit score. XXXX card with wells fargo are awful truly. this is ridicujlous
Frequently Asked Questions
What is Complaint #19624194 about?
Complaint #19624194 was filed against Wells Fargo & Company regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-10-27T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.