Consumer complaint received 2023-12-15
Company: WELLS FARGO & COMPANY
State: GA
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:
- Name : XXXX XXXX - Claim Number : XXXX - Account Number : Checking Account ending in XXXX - Date of Fraudulent Transaction : XX/XX/XXXX - Transaction Description : Unauthorizedwire transfer of {$1600.00} XX/XX/2023 ( Friday ) @ XXXX an unauthorized wire transaction of {$1600.00} was pending in my checking account ending in XXXX. Within the hour, I immediately went into a physical Wells Fargo Bank location ( XXXX XXXX XXXX, XXXX, GA XXXX ). XXXX was the representative that I spoke with, I gave him the rundown on how there was an unauthorized pending wire transaction and that my bank account and cards were BOTH compromised, due to fraud. He called the fraud department and had me speak with them directly. They told me that I would get my money back within 10 days as well as the claim number and any other further details on the case sent via letter in the mail. ( Claim : XXXX ) XX/XX/2023 ( Friday ) @ XXXX I called Wells Fargo Customer service number ( XXXX ) for an update on my claim and to request a provisional credit. I originally spoke with a man who straight up told me " yea you're going have to deal with your money being lost cause there is nothing we can do ''. After receiving his pathetic response, I asked to speak to someone else, in which I was transferred to a sweet lady. She was able to get a " case specialist '' for me to help further investigate my situation and give an update. I was told I would hear back from the " case specialist '' within 2 days. ( They never reached out ) XX/XX/2023 ( Tuesday ) @ XXXX I had an appointment with XXXX XXXX XXXX XXXX confirmation code : XXXX ) to discuss my case and discuss the fact that I have NOT received any letter in the mail or information regarding my claim, whatsoever. This is the same Wells Fargo location I went to on XX/XX/2201 XXXX XXXX, XXXX, GA XXXX. When XXXX called the fraud department they told her that my claim was denied. This is the FIRST time I was hearing this AND they never gave her a specific/EXACT reason on why my claim was denied. She gave me the option for her to retype out my case meticulously in a letter to send to a " case specialist '' for a further investigation on my original claim, and also requested to find out EXACTLY why it was denied in the first place. I was told this was reopening my case but only given a complaint ID : XXXX She told me it'll take about 2 days for them to review my case then they will call me directly.XXXX  XXXX was very sweet and had great hospitality when dealing with my case, at this point in time. 

XX/XX/2023 ( Friday ) @ XXXX I received a phone call from my case specialist. However he informed me that he just got assigned my case and still needs time to review. He let me know he will either email or call me by XX/XX/XXXX ( the latest ) to give me an official review of my claim. No information or helpful actions were provided during this call. 

XX/XX/2023 ( Friday ) @ XXXX I called Wells Fargo Customer Service number ( XXXX ) to get an update on my case since no one reached out from the last call ; I did not receive any information via email/phone. Eventually I was put in contact with a different case specialist named XXXX XXXX. He told me in order to get my money back I would need to request a letter from my cell phone provider ( XXXX ) saying that my phone number was being compromised to prove that I was unable to make the unauthorized online wire transaction at the time ( XX/XX/XXXX ). Which didn't sit right when an online fraud wire transaction can take place via phone OR a computer, and the wire transactionwas NOT linked to my number. 

XX/XX/2023 ( Wednesday ) @ XXXX I called the Wells Fargo online fraud department number ( XXXX ) to get an update on my dispute. After giving them a short summary of my situation ( starting from the beginning, XX/XX/XXXX ) they transferred me to a different department to discuss further details on my case and to help me understand what was going on. After speaking to XXXX she let me know the dispute was denied again after a couple days of reopening it. She then transferred me to the fraud department stating that they will have further details on why my claim was denied 2x ( without notification ). At this point I'm being passed around without consideration. When I finally got transferred back ( to the original fraud department I called initially ) they told me they didn't have the authorization to access the case to give me the specifics on why it was denied. So the FRAUD DEPARTMENT can't tell me why my FRAUD claim was denied ( 2x )? I asked for a supervisor which, thankfully, I was able to get in touch with. But yet the SUPERVISOR of the FRAUD department still wasn't able to somehow access the specifics on my case??? They then said they would schedule a call back from a certain department to give me a call within the next two business days. It is XX/XX/XXXX and I have not received any follow up call, email, or letter. 

Between XX/XX/XXXX and XX/XX/XXXX I have called MULTIPLE times in trying to desperately get a clear answer on my case. I was told I would get my money back guaranteed and case reopened but yet no funds have been deposited. Other times employees would tell me that I would " just have to deal with the loss ''. What kind of customer service trainees is Wells Fargo Hiring??!?!? Its pathetic and a waste of time. I want my money by the end of the month AS PROMISED FROM PREVIOUS WELLS FARGO EMPLOYEES!

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