Consumer complaint received 2021-11-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX ( approx. XXXX XXXX ) my wallet, credit cards, atm/Platinum debit card, driver license were stolen while on vacation in XXXX. I was unaware at the time that it had been stolen and was alerted when I received a text message of possible fraudulent charges from my XXXX XXXX credit card. I immediately called that credit card company to report my card stolen and fraudulent charges. As I was doing so, I was alerted via text that several fraudulent charges were being made on my Wells Fargo my atm/Platinum debit card totaling {$3000.00}. I then called Wells Fargo fraud department to report my card stolen/wallet and the fraudulent charges. I explained to the fraud agent that the recent charges were not of my doing and that I did not use my Platinum debit card in XXXX and nor would I due to imposed international fees. I further reported that the same fraudulent charges that were made on my Wells Fargo ATM/Platinum Debit were made on my XXXX XXXX Credit card, from the same merchants/Vendors totaling the same amounts all made within minutes of the Wells Fargo charges and offered to send copies ( screenshots ) of the fraudulent charges made on my XXXX XXXX credit card ( 4 transaction totaling {$3000.00} ) to aid with the investigation, but the fraud agent declined. The fraud rep mentioned that if copies or anything else were needed that they ( Wells Fargo ) would reach out to me during their investigation. The agent then reassured me that the fraudulent charges would temporarily be refunded to my account and there was nothing more that I needed to do. I expressed concern that I had no access to cash since my all my card were stolen and the rep then transferred me to card services ending our call. 
Over the next few months, I was not contacted by Wells Fargo for additional information nor documents regarding the claim. Until I received a letter dated XXXX from Wells Fargo Claims Assistance center stating that the charges were made by Myself or someone who had my permission and that funds would be withdrawn from my account 10 business days later. On XXXX at approx. XXXX hours, I called the number on the letter ( XXXX ) and spoke with representative named XXXX in attempt to get find who Wells Fargo came to their conclusion when it evidently was fraud. I expressed my astonishment of Wells Fargos findings to XXXX and affirmed that the charges were unequivocally fraudulent and that the finding were categorically incorrect. I also mentioned that it appeared to me that a meaning investigation had NOT taken place, as all one needed to do is look at the Platinum debit cards recent and historical purchases ( Ive had the account for 23 years ). It would show that never use the debit card to make large purchases abroad, nor have I made multiple ( 4 ) high dollar purchases within seconds/minutes of one another domestically or abroad. And if they had bothered to factor in my fraudulent XXXX XXXX credit card charges that would add up to be 8 high dollar purchases made within seconds/minutes of one another totaling {$6000.00} in a foreign country, with no history of such charges, it would be nearly impossible not to see the fraud that had befallen me. Furthermore, how could the sucks traction totaling in excess of $ XXXX in a foreign country pass theyre security measures. XXXX had nothing to say. So, I requested a copy of the report and to file an appeal on the claim outcome. XXXX seemed unsure of if he could facilitate my request and placed me on hold for a few minutes, I assumed for guidance. When XXXX came back on the line, he informed me that I would receive a copy of the report in 30 days and the appeal would happen within 7-20 days. I asked XXXX if I can have the report expedited or sent to a local branch so I may have the report in time to prepare for the appeals process. XXXX denied my request and told me there wasnt anything he could do to expedite the report. I expressed my dismay and that I felt that it was underhanded of Wells Fargo to have the report sent to me after the appeal has taken place leaving me uninformed and disadvantaged. I asked XXXX if he could tell me how Wells Fargo came to their conclusion. XXXX attempted to explain in what could only be described as incoherent statements suggesting that similar charges had been made and that there were no inconsistencies on my account. It was apparent to me that XXXX wasnt well informed on the facts matter and to his credit attempting to do his best, but in the end failed to provide anything informative. So, I thanked XXXX and ended the call. Today XX/XX/XXXX {$3000.00} was withdrawn from my account labeled claim final. No Appeal or request for document has commenced thus far. I am reaching out to the CFPB for assistance, as I feel a great disservice and lack of transparency has been done with a valid fraud claim. And judging how the claim has been investigated/handled to this point, I don't feel Wells Fargo will provide me with a fair appeal. 
NOTE : I could not provide a screen shot of the fraudulent charges posted to my Wells Fargo account as they did not publish them on my monthly statement. I am providing a screen shot of the same fraudulent charges that were made on my XXXX XXXX credit card to show further evidence of fraud to multiple accounts by bad actors/Vendors in XXXX.

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