Credit card -- Problem with a purchase shown on your statement -- Complaint #7484364
Complaint Overview
Complaint ID: 7484364
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: Card was charged for something you did not purchase with the card
State: New Jersey
ZIP Code: 070XX
Date Received: 2023-08-31T12:00:00-05:00
Date Sent to Company: 2023-08-31T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2023 at XXXX, I was contacted by Wells Fargo via telephone call and email that there was a suspicious purchase on my credit card. My card was used at a XXXX XXXX Store in XXXX XXXX, New York in the amount of {$3900.00}. I confirmed it was unauthorized and was quite upset. I told them this is not possible because I still had possession of my card. I did not understand how this could happen. Wells Fargo told me to destroy the card and I would be receiving a new one in 10 business days. I received the new card and thought everything was resolved. Then on XX/XX/2023, I received a letter stating no fraud had occurred. I immediately contacted Wells Fargo and assured them it wasn't me that made the purchase. They claimed that because I was in possession of the card I am responsible. They then stated they would conduct another investigation. Again, on XX/XX/2023, I received another letter stating that I authorized the purchase and was therefore responsible. After receiving the letter, I called Wells Fargo again and was told I used my phone to pay with my credit card for the purchase. I told him I have never used or placed any credit card on my phone and they should have a record of that. Again, they told me they would conduct another investigation. At this point, I made a police report of the theft. I was advised from the police that Wells Fargo is now indicating that my card was physically used. I contacted XXXX XXXX and Wells Fargo trying to get help and asked them to look at the camera footage. I spoke with XXXX XXXX at XXXX XXXX and see told me they would conduct an investigation and I never heard back from them. I need help.
Frequently Asked Questions
What is Complaint #7484364 about?
Complaint #7484364 was filed against Wells Fargo & Company regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2023-08-31T12:00:00-05:00.
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) 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.