Consumer complaint received 2024-02-06
Company: WELLS FARGO & COMPANY
State: CA
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:
Debit card ending in XXXX Fraud Amount {$34000.00} To Whom It May Concern I am writing this letter in response to fraudulent activity on my Wells Fargo debit card ending in XXXX. I reside in the city of XXXX, Ca and work every Monday and Tuesday in the city of XXXX XXXX, Ca. On Monday XX/XX/XXXX I commuted to work at XXXX XXXX, and the last authorized transaction I made on the debit card was for an ATM withdrawal for {$1000.00} dated on XX/XX/XXXX at XXXX XXXX from a Wells Fargo located at XXXX XXXX XXXX XXXX in XXXX XXXX. On XX/XX/XXXX at XXXX XXXX I received a text message from Wells Fargo asking me to confirm an ATM transaction for {$1000.00}. I initially responded yes ; I recognized the transaction believing it was for the transaction I made at the Wells Fargo branch. 
On XX/XX/XXXX at XXXX XXXX  I was at my work shift and attended a workers comp deposition with my attorney from XXXX XXXX to XXXX XXXX. My work shift ended at XXXX XXXX, and I commuted back home to XXXX, Ca. 
I have not used my Wells Fargo debit card since XX/XX/XXXX and did not receive any further text messages from Wells Fargo advising of any other large transactions. 
On XX/XX/XXXX at XXXX XXXX I received a voice mail from Wells Fargo fraud advising me to call and confirm some transactions on my Wells Fargo debit card ending in XXXX. On XX/XX/XXXX at XXXX XXXX I called the fraud department and was advised of several transactions that I confirmed I did not make. I initiated a debit card fraud claim at that time under reference # XXXX. I also checked my secondary wallet that I use when I commute to XXXX XXXX for work and noticed that my debit card was no longer in the wallet. I believe it may have fallen or I lost it after making the cash withdrawal from the ATM at XXXX XXXX. On XX/XX/XXXX I called Wells Fargo Fraud to get an update on my claim status and told it was denied because I confirmed on my cell phone that I recognized the ATM transaction which I explained I believed was from a valid ATM withdrawal I made and I did not receive any other text messages regarding unusual transactions totaling over {$34000.00}. I also explained to Wells Fargo that they promote a 0 liability to customers based on fraud. This is not the case and they refuse to reopen the case only stating they have no evidence fraud occurred because a PIN was used and I in error responded I recognized a {$1000.00} ATM withdrawal with no other warnings related to over {$34000.00} taken from my account. 
I began researching my Wells Fargo transaction history and noticed several posted and pending unauthorized transactions made to a non-WF ATM withdrawal located on XXXX XXXX XXXX XXXX, Ca and XXXX XXXX located XXXX XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX. 
There was a total of 19 unauthorized transactions for a total loss of {$34000.00} made during the time frame and the below is the listed information : XX/XX/XXXX : Non-WF ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$500.00} XX/XX/XXXX : Non-WF ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX : Non-WF ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX : Non-WF ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX Ca for {$1000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$3000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX Ca for {$2000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$2000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$2000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca for {$2000.00} XX/XX/XXXX : Non-WF ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX Ca for {$2000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$2000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$2000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, Ca for {$2000.00} XX/XX/XXXX : XXXX ATM withdrawal XXXX XXXX XXXX XXXX XXXX, Ca for {$1000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, Ca for {$3000.00} XX/XX/XXXX : XXXX XXXX XXXX XXXX, Ca for {$2000.00} I did not make the transactions and did not authorize anyone to make the transactions XXXX On XX/XX/XXXX I made a police report with the XXXX Police Department under tracking number # XXXX. I am requesting Wells Fargo follow their policy of 0 fraud liability to their customers and reimburse me for the {$34000.00} or show evidence that a fraud did not occur. I also followed procedure and reported to Wells Fargo immediately ( less than two business days ) after realizing the fraud and lost card occurred so should not be liable for more than {$50.00} of the transactions since they were not stopped. 
As an institution they should have had security in place to stop an unusual number of transactions in less than 2 days totaling over {$34000.00}. I have been a customer of Wells Fargo since XXXX it is not normal banking activity close to that amount.

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