Consumer complaint received 2021-01-04
Company: WSFS FINANCIAL CORPORATION
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I purchased a {$130.00} toy and it had my shipping address on the receipt. Well XXXX gave out our emails to each other to communicate. I looked at my receipt and it had local pickup. I contacted him and told him that there was no way to pick it up because I live in Delaware and he lives in Florida I told him that I wanted to cancel the item and get my money back. I told him the I was going to email XXXX. Well no response f to on XXXX. The owner contacted me and offered me {$65.00} dollars. I told him that I wanted the whole amount. I decided to XXXX XXXX  number. I called and they said this is XXXX  customer service. How can I help you. I repeated the story and he said his name was XXXX. He even said that he would give me an extra {$50.00} dollars for my inconvenience. He asked me for the order number but I had to refresh my email. Then he said do you have the card the you paid with.I gave him the number to get my refund. He said that he made a mistake and he had to get his manager to correct it. We got disconnected by he called right back on a different number. He apologized and said that he will put his manager on the phone. He address himself as XXXX XXXX. He said that he could take care of it just give him a minute. It took longer then a minute so I decided to call my back and told her to freeze it because it seemed to take to long to get my credit back. I asked her if she would listen to what he had to say. She her him mention the word Bitcoin. She said to hang up so I did. She told me to stop by a branch tomorrow to get a new account. I called the police and they had Officer  XXXX XXXX reach out to me. I told her everything and she said it appeared your phone was hacked. She gave me a case number XXXX to give to the bank. I called the bank after speaking with the officer and XXXX from the bank was very nice. I was so upset at the moment, I asked could my son speak on my behalf until I could speak. She told me that it appears the only 1 of the 5 transactions went through. She said that {$450.00} went on XXXX which is partners with WSFS Bank. She said they cant dispute XXXX but they could investigate it. The other 4 were rejected. She said she would set up an appointment with XXXX XXXX at the XXXX XXXX Branch. 

XX/XX/XXXX I went into the branch to meet XXXX XXXX and he had my statement on his deck from XX/XX/XXXX through XX/XX/XXXX. I was there to open a new account. He also said that I was lucky that only 1 transaction went through. He said I should receive the money back in my account in 7 to 10 business days. He said that XXXX may be hard to get back. I told XXXX that I wanted someone to speak to from fraud. I also had to get my phone wiped clean before they would let me bank online. XX/XX/XXXX I called XXXX and spoke to XXXX and told him want happened. He gave me a website that wipes it clean and saves your pictures. I printed out a paper that said it was completed. On XX/XX/XXXX and he said that he spoke XXXX from efraud security and she will be calling me. Well I missed a call XXXX XXXX. She left an email that I could barely hear .I called back a few hours later and had to leave a message. XX/XX/XXXX I called and was told to leave a message for Ms.XXXX. It seemed like no one wanted to speak to me. I tried to reach the CEO of the bank by email which didnt go through so I cc Customer Service. I received an email reply from customer Service to call them. I called and explained the story again to XXXX. She said that she would try to reach a manager. She said that she would email her. I wanted to XX/XX/XXXX and called back customer service and I spoke with XXXX and she did get her manager on the phone. Her name was XXXX and she said that she couldnt help me I asked her for the fraud department and they said they didnt know how to reach them.I called on the XXXX and XXXX was the one who answered with an attitude because she knew it was me. She put me on hold for 10 minutes and with an attitude said that they were going to escalate it up to fraud and hung up on me.she said it could take 29 business days. I even asked for XXXX phone numbers d I was told no. Since I wasnt getting anywhere with the bank, I emailed XXXX  and spoke with XXXX and told her the whole story and asked was there anything there company could do. She gave me a Ref : # XXXX and said to have the Officer call there company. I called XXXX XXXX Police and left a message with another officer. I didnt get a return call. On XX/XX/XXXX I called back WSFS bank and spoke to a XXXX and she said it was denied by the Federal Reserved. I contacted XXXX he said who ever told me that information didnt tell the truth. They told me to file a complaint with the XXXX  and CFPB. I also contacted XXXX XXXX from channel 3. I really hope that it doesnt have to come to legal counselling.I feel that I have no way to go higher in this bank. I have been with this bank a long time and I am hoping that the bank makes good and returns the money. On XXXX XXXX I sent an email to the FDIC and showed me samples of writing a letter to the bank and said that the bank will do anything not to gibberish you your money back. They even told a few stories of this stuff happening and the people got their money back.I sent an email to XXXX  on XXXX. They asked me questions and I answered them and I got sorry this happened to you and the email was disconnected. On XX/XX/XXXX I wrote an email to the banks customer service because they wouldnt call me back. I put everyones name of who I spoke to from day one. Also told them what companies that I notified of what they were doing. The FDIC gave me a case # to XXXX. I will send any attachments that any company needs. I called XXXX on XX/XX/XXXX. and told them that I never authorized transactions and pretty much they cut me off again. On XX/XX/XXXX I reached out to XXXX XXXX from channel 3 and he replied that he would be out of town until XX/XX/XXXX and will read his emails when he arrives back to his office. On XX/XX/XXXX I decided to call XXXX back because that is where it all started. I spoke to XXXX and he told me that he XXXX  the XXXX  number and you wouldnt think it was fraud. He said that they had trouble with fraud in XXXX and XXXX from phone fraud. I told him that if that company knew this they should of put it public. I blame them to because if the product was shipped to my home like it said it was I wouldnt of had to reach out to anyone. He said that is true. So he hashed me what did I want him to do. I told him to get my money back. He said that he is sending the report to their law enforcement in XXXX and if I would have Officer XXXX email their law enforcement. I called and the officer is out of town until XX/XX/XXXX. On XX/XX/XXXX I found an email from XXXX XXXX. I believe she was from fraud. She helped me with a product they I never received with was {$4.00} dollars but I explained the whole story again and asked if she could help me out or at least get back to me. So far I havent heard back. I will upload some information. Also. I hope you can reach higher with the back. 

Thank You, XXXX XXXX

Company response to consumer: Closed with explanation