A couple from Stone Mountain, Georgia says Wells Fargo denied their fraud claim for more than $5,000 in unauthorized charges made hundreds of miles from their home.
According to local Atlanta news outlet WSB, Debbie Stanhouse says she regularly monitors the family’s checking account and quickly spotted suspicious activity.
“I said, ‘Jim, we have got to get online and look at this.’ I noticed two transactions totaling $5,040 less in our checking account that we had not done. We even called the gallery in Naples, and they said that didn’t happen here.”
Two transactions totaling $5,040 appeared from an art gallery in Naples, Florida, even though the couple was in Stone Mountain at the time. The Stanhouses later learned the purchases were classified as in-person transactions and said the gallery denied they occurred there.
After reporting the fraud, the bank rejected their claim, saying its investigation found no irregularities. The denial stunned the couple.
“We were really shocked when that came back and we thought, you know, what are we going to do now? Who has time to do this? You know, in this everyday life, this is a lot.”
Jim then deployed his skills as a financial planner and requested the bank’s investigative file, filed a complaint with the Consumer Financial Protection Bureau and added spending limits and purchase alerts to their debit card.
The Stanhouses say the process was time-consuming and frustrating, but ultimately successful. Wells Fargo later reversed its decision and returned the money.
In a statement, Wells Fargo said it resolved the issue after a thorough review and consideration of additional information.
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