Consumer complaint received 2022-02-22
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My ATM card was stolen. Unauthorized charges were made using my debit card. Someone actually Bypassed the my voice is my password security feature And ordered A new card and had it sent to to my address except for the apartment number was XXXX and the bank made a mistake and sent it to XXXX is what the first lady I spoke with when I originally contacted wells fargo in early XXXX. By obtaining A new debit card in my name They then spent just about {$10000.00} And then had the audacity to Excuse me using my pin and authorizing the transactions because they were used with When obviously lever stole it was able to make up their own pin. At this point I was appalled and decided to go inside the bank Considering there was no way I could have made the transactions myself due to the fact that I was in jail in jail from XX/XX/XXXX until XX/XX/XXXX And it was during this time The transactions took place It was during this time which I was incarcerated and had no access whatsoever we're to be able to spend any money in my account It was during this time in which somebody stole my debit card And used it. As soon as I was released from being Incarcerated AND CHECKED MY BANK ACCOUNT I was released from jail on XX/XX/XXXX which happened to be my birthday. Due to the fact that it was my birthday I remember contacting the bank I believe The complaint was found in my favor however I was only returned I think {$63.00} or something Close to that amount which was unsatisfactory it's factory considering I lost during I lost {$10000.00}! So then I went inside the bank The banker I spoke with didn't understand why they were giving me such a hard time hes looked at my situation and my situation and banking history and said it was obvious it was fraud due to the fact that somebody tried to take a {$1000.00} out 9 times I also had my voice as my password put in place but somehow they were able to bypass that as i stated earlier and still were able to order a debit card in my name. I then went in the bank and made I made a formal complaint and since then I received 1 message from the formal complaint person so I called them back they were rude they said they needed the Formal complaint number which I didn't have at the time so He didnt help me. However I dont believe XXXX provided me with that complaint #. However SInce then I sent another letter so that I could put in writing that the charges were unauthorized and not made by me. And I've been waiting patiently to receive a letter back from them yet ive recieved nothing. The gentle man I spoke with At the Wells Fargo bank in XXXX Did close my account and I received a new account with a new account number yet I have not received any of my money back besides the XXXX or XXXX $ they refunded me the first time. I BELIEVE I also received a letter stating that I would be returned the money that was sent through XXXX however I never received that money either I believe the letter said it was {$2500.00} I would be receiving back. However I never received a refund for {$2500.00} from the XXXX transactions that were made during my incarceration Or any other refund besides the one for {$60.00} some dollars. I believe the 1st time I called i spoke with a lady i think her name was XXXX that complaint was XX/XX/XXXX. I also went into the bank on XX/XX/XXXX of XXXX and made a formal complaint. The banker I spoke with his name was XXXX XXXX his ( ( XXXX XXXXXXXX ) )! The Banks location I went to was located at the XXXX XXXX branch located located on XXXX XXXX XXXX XXXX XXXX Washington XXXXTo the XXXX XXXX branch. And like I stated earlier I received a new Wells Fargo account # XXXX and I believe they closed out my old account Number ending in XXXX due to Fraud. I then sent Wells Fargo a copy of the police report id made by taking advice from the FTC in which I also used the letter template they provided. 
In which Ive attached a copy of both for your viewing. I also filed a report with the FTC For Identity Theft. The FTC report was filed on XX/XX/XXXX the FTC ( ( report # is XXXX ) ) in which I've also provided you a copy of. 
Since then I sent a letter to Wells Fargo using the template provided by the FTC and still have not heard anything back from them The letter wasn't certified however I'm going to try to send a certified letter today. In the mean time I will Look forward to hearing back from you and will be awaiting your response. And hopefully you can help me in this process I have ahead of me. Thank you so much for your time and consideration. I appreciate all your hard work moving forward!

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