Consumer complaint received 2019-04-26
Company: WELLS FARGO & COMPANY
State: PA
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:
I recently had my identity stolen and upon informing my bank institution, Wells Fargo, they were not willing to work with me at all nor were the willing to accept/approve my claim. I called Wells FargoXX/XX/2019, clearly stating I lost me debt at work that night. I was told on the phone that my account would be closed and I would be issued a new debit card as well as a new account number. I quickly then checked my emails because I do get purchase notifications and was shocked that someone stole my debt card and withdrew over {$1000.00} out of my account. I created a claim and was provided a claim number on XX/XX/2019. I was then told that the claim would be resolved anywhere between 5-10 business days due to and investigation having to be done. Throughout the 5-10 business  days, I was never contacted not once to obtain any information about when or how the card went missing, the withdraw that I did not authorize nor approve, or even to be provided information about my claim as Wells Fargo stated they would do. The representative even took down my cell number to be able to reach me yet I was never contacted through phone nor email. I called Wells Fargo every two to three days to be updated and I was then told that the claim would be expedited. XX/XX/2019, I contacted Wells Fargo yet again and was told my claim for {$1200.00} was denied because no suspicious activity and or fraudulent activities were found on my account. I informed Wells Fargo multiple time that I have a Police report and am more than happy to provide this information to them yet they refused to take the report number. I was told by the rep, XXXX, that the investigator conducted and investigation and he was than able to come to the conclusion of denying my claim. I was furious due to the fact that I have responsibilities I need to up hold and am unable to cater to the responsibilities due to not being able to have access to my funds. With the claim being denied, I had a few direct deposits, one pertaining to my job and two pertaining to my tax refund, amounting up to rough {$630.00} that was then used to pay off the negative and or over drawn balance on my account that was not done by me. Wells Fargo expresses how a provisional credit and or any credit can not be issued to me nor is there any way I can get the funds from my direct deposit back. After ending the call, I reached out to the branch to where the withdrawn was made and spoke to a supervisor about the incident. I was told that the impersonator was never verified by a state issued photo ID but was still able to continue with the withdraw from my account. I was told that in order for the video footage be released, I would have to file a police report which I have within my possession and the officer assigned to my case will then reach out to the branch to view  the footage. Concern and very alarmed, I immediately called Wells Fargo claim center and informed XXXX, a Wells Fargo XXXX XXXX, of what I was just made aware of. He agreed with me and additionally informed me that my account was and or should have been closed XX/XX/2019 yet the transaction and or with draw was made XX/XX/XXXX and or XX/XX/2019. I question the rep as to why was a withdraw still  approved when my account should have been closed one to two days prior to the withdrawn date. XXXX then informed me that he can see where there was fraudulent activity and advised me hed submit a claim to the supervisor of the investigator to  reopen my claim and reconsider the denial decision. He informed me that I would have to wait 24-48 hours from XX/XX/5th2019 to receive a call from the supervisor to reconsider my claim. On the 48th hour, I received a call finally from the supervisor explaining why the claim was denied and was finally asked for my information as to what transpired. She informed me that shell look into the investigation and take note of everything that was said by myself and will see if reconsideration of my claim is necessary.Today, XX/XX/2019, I called Wells Fargo claims department and was told my claim that was reopened was denied due too unknown reason but the rep will have the supervisor call me and explain to me why It was denied yet again. I then reached out to the officer in which I filed the identity theft case with and asked for a status on the investigation as well as if there was any direction he can point me too to farther expedite my case or receive the funds that was deposited into my account. Upon farther speaking to the officer, he informed me that if I provide a report number, my bank should work with me and provide the funds temporarily to my account so I can access my other remaining funds. I called Wells Fargo customer service line and explained the information I was just provided and was then transferred to the claims department where I spoke to XXXX. XXXX was very rude and disrespectful to me considering she wouldnt let me speak and upon speaking to XXXX, I asked for a legal direction in which I can be pointed in to farther resolve my claim as quick and efficiently as possible. She said, and I quote, No maam, I dont want to lie to you. Theres no direction I can point you in once the claim is denied. I then proceeded saying, Well if thats the case, I will contact a lawyer ... but was rudely interrupted with the abrupt answer XXXX gave me which was, Maam I now have to escalate your call because you mentioned lawyer, and when I asked her kindly excuse me due to bad connection and not understanding what she said, she put a automated music tone on and hung up the phone. I am appalled at how a valued customer, myself, was treated. Its outrageous at the fact I had to be on top of my own case but on top of the mistakes that Wells Fargo made, the representatives I have spoken to over and over were not willing to help me at all yet were very rude to me. I repeatedly informed Wells Fargo I will provide all necessary information to the department to prove that the transaction was not only not done by myself but also wasnt authorized by myself at all yet not one rep cared to listen. As a human being, I am responsible for catering to the responsibilities I have pertaining to my household bills, financial bills, as well as parent responsibilities. I was not able to cater to my responsibilities due to the lack of communication from Wells Fargo and not only that but the poor customer service I was given and the lack of integrity the financial institution stands by but yet lacks and or does not have at all. To then be assumingely accused that the transaction was done by myself and or authorized by myself was completely bizarre.

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 non-monetary relief