Consumer complaint received 2023-07-05
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2023, I received a call from my bank which is Wells Fargo of fraud on my account. A fraudster has did a cash advance from my credit card in the amount of {$10000.00} and transferred it to my checking account and did a digit wallet tap at XXXX locations XXXX hour and a half to XXXX hours away from me. My card were not lost or stolen and I have NEVER gave my information out to anyone. I work alone and have no idea who could have stolen and did this. I have been working with Wells Fargo and today XX/XX/2023 I called for an update on my claims to get money put back on my credit card and checking out ( which someone closed it and it was not me and should not have been done ). I was advised that my claim was denied because the bank said I did the cash advance and putting it into my account which I did not do the transaction so they closed it. After the XXXX Wells Fargo representative I spoke to today, I was advised that the claim was denied as if I processed the cash advance. No further investigation is being done so the last representative reopened the claims, asked questions, and said due to the department he is not able to provide me with a claim # but have previous claim numbers. Today, I filed a police report online with my local police department, and I found all addresses where transactions where done so I will be traveling to those locations to ask questions. I have spoken to a XXXX at XXXX of the locations today and he advised he would allow for me to review footage from the day of the transactions which was XX/XX/XXXX. I will be traveling to the location tomorrow, XX/XX/XXXX as soon as I land in XXXX, XXXX No time stamps are available, as of now, which I got addresses from my Wells Fargo bank XXXX which the bank could have also advised me of the correct steps but they did not along with advising me to do a police report and/or they will review these locations. They only provided claim numbers and said that it would be taken care of. I also had my own funds and verified my last transactions on the account before fraud occurred and still has not been resolved, therefore I am doing my own investigation because someone got my information somehow and has acted as if they were me and stole this money. Also, when I called the bank today XX/XX/2023 they said they can not find where the funds went to and no longer have access to the account due to being closed. Wells Fargo has not helped besides noting my account, having account closed, and processing a claim. I have probably talked to over XXXX individuals from Wells Fargo from the various XXXX departments and nothing has been taken care of at this point. I am very unhappy with the customer service, no sense of urgency and lack of investigating on this situation as I have been a customer for years and they can verify I have never did a cash advance ever and also I had a XXXX balance on my Wells Fargo credit card account since XX/XX/2023.

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