Consumer complaint received 2023-12-06
Company: WELLS FARGO & COMPANY
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2023 : I received a call from XXXX ( XXXX ) XXXX claiming to be Wells Fargo at XXXX XXXX stating that they observed fraudulent activity on my account. I have received calls like this from Wells Fargo before so I was open to listening. They listed transactions that were legitimately posted on my account as well as the supposed fraudulent activity that didn't exist. On the phone they told me they just needed to send me a verification pin to make sure it was me on the line. The conversation ended after that as they put me on hold to dispute the charges. After a while I grew suspicious and hung up to call Wells Fargo within a minute of hanging up on the previous caller. This call was made at XXXXXXXX XXXX. Upon logging onto my account I saw that there were XXXX attempts at an ATM in XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX UT ) to withdraw {$1700.00}, with the first XXXX being denied and the third going through. As well as another withdrawal at this location for {$110.00}. 

After calling Wells Fargo at XXXX ( XXXX ) XXXX, the same number the scammers masked themselves from, they told me it was good that I reported this promptly and that everything would be taken care of and disputed. I was also concerned to see that the scammers had moved money in the amount of {$1600.00} via XXXX from my savings into my checking. As well as an ATM withdrawal increase. This was discussed in this initial call, with the official claim being filed at XXXX XXXX. I finally received a letter today XX/XX/2023 from Wells Fargo determining that the transaction was " made by you or someone who had your permission. '' I immediately made a phone call to Wells Fargo 's Claims Assistance Center at XXXX ( XXXX ) XXXX at XXXX XXXX. There I was accused of lying and making fraudulent claims by representative XXXX, and by further escalation with his upper XXXX, was told that there is nothing they can do about it and that I'm pretty much at the end of my rope. 

Under Wells Fargo 's Website : https : //www.wellsfargo.com/privacy-security/fraud/protecting-you/ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
they claim " XXXX Liability Protection Wells Fargo Debit and Credit Cards come with XXXX Liability protection1 at no extra cost. You wont be held responsible for unauthorized card transactions, as long as you report them promptly. '' I reported fraud promptly, acted quickly and reasonably, didn't give out any unnecessary information such as pin numbers, and was accused of lying by the bank that's supposed to protect my funds. Their website is dishonest and they didn't complete a thorough investigation of the incident. If they checked their atm cameras, they could easily verify it wasn't me at the atm, nor my voice when the scammer made phone calls to complete the XXXX. I believe my card got skimmed. Which somehow lead to them accessing my account via telephone and atm. I believe this to be an error of Well 's Fargo security to protect my assets as someone was able to mask as Wells Fargo 's number, make XXXX attempts on my account via the atm, and make telephone transfers and atm withdrawal limit increases all without my explicit permission.

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 monetary relief