Consumer complaint received 2023-03-21
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:
Claim # XXXX On the bank statement it states as follows : XX/XX/XXXX Tele- Transfer Fr Savings Reference # XXXX XXXX XX/XX/XXXX Tele- Transfer Fr Savings Reference # XXXX XXXX XX/XX/XXXX Tele- Transfer Fr Savings Reference # XXXX XXXX XX/XX/XXXX Tele- Transfer Fr Savings Reference # XXXX XXXX NONE of these transfers were done by me. They were done over the phone and ALL Wells Fargo phone calls are recorded. 

This same person spent this money on a hotel, car rental services, and inmate phone calls. I was XXXX XXXX XXXX and I do not have a drivers license. In the state of California I can not legally rent a car. 

The application fee for the XXXX car rental service was refunded but not for the actual rental. 
XX/XX/XXXX Case NumberXXXX Amount XXXX Posted XX/XX/XXXX XXXX Description XXXX  Application I was told through verified mail from Wells Fargo that the claim was denied because of the following reasons : XX/XX/XXXX Account was not used past the balance in the account, showing that whoever used the card knew the balance. 

They made four different transfers. Whoever committed fraud did in fact NOT know how much was there otherwise they would have made XXXX transfer instead XXXX. 

Transactions reflect matching zip code to the cardholder. Merchants reflect having a history with customer going back as far as XX/XX/XXXX. These specific two are referring to the following purchases : XX/XX/XXXX Purchase authorized on XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX {$60.00} XX/XX/XXXX Purchase authorized on XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX CA XXXX {$48.00} XX/XX/XXXX Purchase authorized on XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX CA XXXX Card XXXX XX/XX/XXXX Purchase authorized on XX/XX/XXXX XXXX XXXX XXXX XXXX CA XXXX Card XXXX XX/XX/XXXX Purchase authorized on XX/XX/XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX I did make these purchases BUT they were included in my original claim when they should not have been. In the chaos, shock, and confusion of having someone actively make fraudulent purchases under my name the XXXX agent misunderstood and included these purchases in my original claim. This phone agent also missed some of the fraudulent charges that were reported. 
For example my claim of XX/XX/XXXX XXXX authorized on XX/XX/XXXXXXXX XXXX XXXX AZ XXXX XXXX XXXX {$610.00} Was missed when it should have been added to my original claim. A separate claim was made for this when I called to inquire to my original claim. 
On XX/XX/XXXX a verified Wells Fargo letter was sent to me with this claim number ( Claim # XXXX ) verifying that this charge was credited back to my account because it was fraud. 
The next reason my claim was denied was Email was sent to verify some of the transaction and activity was confirmed via phone agent. Out of all the purchases made throughout that short period I only made a few. Speaking to an agent over the phone was confusing. Again I was XXXX at the time, I have a difficult time processing auditory information, and I was in shock of what had happened. MY claim was DENIED because of the XXXX purchases I did make but the agent helping me with my claim ignorantly placed in my fraud claim. 

Had these charges NOT been added my claim would not have been denied. 

On XX/XX/XXXX I filed a police report with the XXXX XXXX Police Department. Wells Fargo did not care and allowed someone to XXXX XXXX XXXX  This is unacceptable. Whoever scammed me is targeting XXXX and Wells Fargo is allowing them to do so.

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