Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4799226
Complaint Overview
Complaint ID: 4799226
Company: Wells Fargo & Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: North Carolina
ZIP Code: 27514
Date Received: 2021-10-11T12:00:00-05:00
Date Sent to Company: 2021-10-11T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, On XX/XX/2021, I returned from XXXX to my home in XXXX XXXX, NC. I informed the bank of my travel dates. On XX/XX/2021, when I was at a XXXX in XXXX, NC ( close to my home ) I received a text message ( attached ) from Wells Fargo asking me to verify my purchase activity. The text asked about a {$1000.00} charge at XXXX XXXX NY and then another charge at the same vendor for {$970.00}. I did not reply to that particular text, and I never authorized those purchases. For some reason, Wells Fargo removed the {$1000.00} charge without my intervention but they accepted the {$970.00}. However, they cancelled my credit card, because as I was at XXXX ( XXXX, NC ) my credit card was rejected, which means that they had suspicions of fraudulent activity. I used my debit card ( from the same institution, Wells Fargo ) at that XXXX. I have included screenshots of both the credit card account and the debit card account so that the information showing proof of me being in NC buying at XXXX ( where my credit card was rejected ) is highlighted. Two days later, I opened a dispute on the remaining {$970.00}. The whole process has been XXXX. I have spent more than 8 hours talking to generally unkind and unhelpful representatives. I have asked them to re-open the case three times, and all they say is that my fraud request claim has been denied because " Since your credit card was in your possession at the time of the transaction, it was concluded that the charge was authorized and the claim was closed. '' While the credit card was indeed in my possession, as I was trying to use it at XXXX, the {$970.00} charge at XXXX XXXX NY is a fraudulent one. I can not be both at the XXXX XXXX in NY and the XXXX at NC, where I live, at the same time. I faxed the same materials that I am attaching here at the request of one of the representatives ; one of them confirmed that they have received them and were considering them. Then a second one denied that I had sent that fax. I did send the fax and I even used the fax at the local branch of Wells Fargo in XXXX XXXX, NC. The manager of the branch sent those documents herself and was very kind. At this point, they just want me to accept that I made a purchase in NY and they do not believe me, nor they have considered the proof. I have offered them to contact witnesses, to ask me any questions, and they keep saying that since the card was in my possession and a chip was used and a chip can not be duplicated, that I must have done the purchase. I am a mom, a home owner, I have good credit, I have had the same job for 12 years, I have a PhD and an MA, I have been a customer of wells fargo for 20 years, I have always paid all my loans and bills on time, I don't have a criminal record, I have not committed fraud in my whole life, and yet they say that I had the card and I made the purchase, but they do not show proof of it even when I have requested proof. I am despearte at this point, since it is their word against mine and they refuse to look at the attached materials. Nothing I can do convinces them. Thank you so much for your help, XXXX
Frequently Asked Questions
What is Complaint #4799226 about?
Complaint #4799226 was filed against Wells Fargo & Company regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2021-10-11T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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 or prepaid 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.