Consumer complaint received 2023-11-11
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Subject : Request for Evidence and Resolution of Unauthorized Transaction I hope this letter finds you well. My name is XXXX XXXX, and I am writing to address a matter of utmost importance concerning an unauthorized transaction that occurred on XX/XX/2023, involving my Wells Fargo account. 

On the aforementioned date, an unauthorized transaction amounting to nearly {$25000.00} was debited from my account. What deeply concerns me is that I received a call from Wells Fargo during which I underwent an authentication process to approve the transaction. However, I wish to emphasize that I did not provide any form of consent or authorization for this transaction, nor did I initiate it in any capacity. 

In response to this incident, I promptly reported the fraudulent activity to your customer support team, expecting a thorough investigation into the matter. Regrettably, I was informed that the case had been closed following an investigation, with no change in the conclusion, and a noticeable lack of substantial evidence to support their findings. Despite my repeated requests, Wells Fargo has been unwilling to provide the evidence I have demanded to corroborate their stance. 

I understand that there have been cases of fraudsters duplicating phone numbers and authentication methods. However, I must emphasize that during the call in question, I was told that the call was from Wells Fargo, it originated from Wells Fargo 's official phone number, and it employed Wells Fargo 's established authentication system. Given these circumstances, it is reasonable for me to seek evidence that this transaction was not initiated by Wells Fargo. They will not provide that evidence to me! 

As a loyal and long-standing customer of Wells Fargo , I have entrusted the safety and security of my financial matters to then institution for a significant period of time. This unfortunate incident has severely shaken my trust in the institution. Therefore, I implore you to revisit my case with unwavering commitment to resolve this issue and to restore the financial resources that were wrongfully taken from my account without my knowledge or consent. 

I kindly request that Wells Fargo conduct a comprehensive reevaluation of the evidence at hand, reexamine the details of the investigation, and take the necessary measures to reinstate the funds to my account unless definitive evidence emerges that proves my involvement in the unauthorized transaction. Additionally, I earnestly request consistent updates and transparent communication throughout this review process. 

Although they say they have concluded their research they have yet to prove to me that they, Wells Fargo, did not commit this fraud. Please require Wells Fargo to provide that evidence. 

This has devastated my life! 

Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation