Consumer complaint received 2023-08-15
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
My name is XXXX XXXX, my phone number is ( XXXX ) XXXX. My original claim number is XXXX. My bank account number is XXXX. This will be a bit lengthy. 
I have been a Wells Fargo member for over 10 years, Ive never committed fraud and Ive never had an overwhelming amount of fraud activity on my card this year. Ive sent all of this evidence to Wells Fargo XXXX email. 
This is all because I was trying to clear up unusual activity on my phone, my digital card kept getting added to strangers XXXX  and I spoke on the phone with a Wells Fargo associate, and accidentally verified a fraud charge while on a recorded calls with my bank. And immediately tried to deny the charge after I realized what I did. I was side tracked and stressed and didnt look careful. Ive lost this money due to my mistake, but I believe the evidence Ive provided proves that these transactions were not made by me. 
This is has been absolutely devastating to my financial situation as Im low income and survive paycheck to paycheck. My sisters wedding is coming up and Ive had to borrow money. This has been a two month long ordeal, and finally in the end I was told there was nothing the bank could do to help me. 
I would pursue legal action but can not afford a lawyer. There have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to have to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. 
There have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. 

That is where the activity began. My concern was raised even higher on XX/XX/XXXX, as I started receiving emails that my Wells Fargo digital card was added to an unknown device. The supporting images below provide evidence of my card being added to two different devices. My device name is XXXX XXXX, and my phone number ends in XXXX. As this document on XX/XX/XXXX shows, Wells Fargo security authorized a new device adding my card to their account. This phone number below ending in XXXX, is not mine or any one else I knows phone number. I asked Wells Fargo explain to me how my card is being verified by Wells Fargo to be added onto another strangers XXXX, and for that they had no answer for me. I was told that their security isnt perfect and that theres been recent issues and complaints. 

After speaking with an associate on the phone again, of this incident, I was guaranteed that when I ordered a new card, that they wouldnt automatically add the digital card to my wallet. However after getting off the phone, the new digital card ( which wasnt even sent to me yet ) was somehow added to another strangers XXXX as shown in the image below, it was added to XXXX XXXX. I didnt verify these actions and the lack of security has been concerning for me. In that instance, my bank account was drained in increments of {$40.00} until I had nothing left. {$930.00} was taken from my account. 

A claim was then opened on my Wells Fargo account, if needed for any reference, the claim number is XXXX. I later got a notice in the mail 10 days later, that my transactions were authorized. I was flustered on the phone with Wells Fargo, when they sent me a text to verify a transaction. While on the phone I pressed Y to verify what turned out to be a fraud charge, instead of no as I was sidetracked. This is on record as I told the associate right as I accidentally verified the charge while we spoke on the phone together on XX/XX/XXXX. However this information has been ignored as shown in my letter which didnt grant me my money back. Its on record the incident of me in real time, accidentally verifying the transaction. Its its on record multiple times after, of me reiterating that to Wells Fargo associates.

Even outside of me accidentally verifying a fraud transaction, which was clarified over the phone in the same instance, to not be verified by me ; there is a serious security issue. Somehow Wells Fargo lack of security and authorization is allowing my card to be randomly added to anyones XXXX. 


Lastly, I called Wells Fargo again on XX/XX/XXXX, to issue a complaint and to reopen this case. Its been almost 10 business days and I havent heard back. Im worried Ill lose the {$930.00} that was taken from me. Ive been a loyal customer for nearly 13 years with absolutely no history of fraud. Its been almost a month and I have seen no results or money. This isnt a breach with my XXXX or XXXX account, as theyve tried to tell me. Ive already gone to XXXX and have done a data scan, the only person with access to my XXXX  wallet is my phone number and email. All I want is to get my money back, and to sever ties with Wells Fargo. I was told on the phone that theyve been having security breaches which doesnt make me confident that my money will be protected. 

These are what the charges looked like. My account started at {$930.00}, until I was left with {$3.00}. XXXX XXXX is connected to your personal banking account. 
Let me know if theres any other information you may need. Thank you for your patience with how lengthy this was. I wanted to cover all bases.

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