Consumer complaint received 2023-12-07
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
My account Wells Fargo account was hacked, I was receiving calls from an impersonator saying they were from the company. I eventually called the company and informed them I had been getting these calls and they reviewed my account and informed me that it wasnt a Wells Fargo worker. After reviewing my account they informed me that I was being charged several times for recurring payments that I never maid. I also informed them that the impersonator called me and already had my information which led me to believe they were with the company. The impersonator already knew my birthday, my card number, my pin, and my address. This led Wells Fargo to dive deeper into my account and the lady that was helping me realized that a past card that was supposed to be canceled was actually still being used and charged as well as my current card and both were drawing from the same account. She ended up dated the charges all the way back to XXXX of XXXX up until XXXX XX/XX/XXXX. The charges on my account equaled up to {$1800.00}. At this moment on the two claims were filed on my account on XX/XX/XXXX, and I was told they would investigate my account and credit me back the money within XXXX business days. The account was also closed and a new account was supposed to be created with a new account number and card. When this happened all of my records of the last account were wiped and they told me all to the records would be transferred over to the new account. But they were not. I no longer had any of the records from the previous account to show that I had been had and someone committed fraud on the account. They also told me the money would be credited to my account within XXXX business days. I was also told I would be kept up to date during the investigation. I was not. I continued to get emails saying my account was still up older claim and investigation but never informed of what was actually going on. I called them on XX/XX/XXXX, no resolution, but the new account and card which havent been activated yet were being charged or attempted to charged I kept receiving messages about my card being declined. I called again on the XXXX, of XXXX because again someone called me from and unknown number with all my information asking if it was correct. I hung up and and then followed up with calling Wells Fargo back. They informed me they had record of the call but the worker shouldnt have called from and unknown number or asked for my information unless I called them. But they insured me everything was safe but the claim had not yet been resolved. And they said its normal for my card to be declining because the account was momentarily locked. But when I asked them if I havent even activated the card yet how can it continue to say declined as well as I was informed they could be no charges or transactions made in the account. Again I called on the XXXX of XXXX because when I accessed the account it was further negative than it already was. But this time when I called them to inform them of what was going on they said they had no record or recollection of my previous claims and actually said that my account and investigation was declined but my signature was authorized on the previous statement and reasons why I started the claim. I explained to them again that the reason for me starting the claim was because all of my information was compromised. They continue to argue with me saying they have nothing to dispute, and they cant take my word and accused me of still using the account, which is impossible because I still have not activated or possess the cards they are saying are in use. I informed them that if the person has all of my they can easily forge my signature and still use my information and card and account information as if I was still doing it. They completely denied all actions and claims and told me they could not help me any further. And hung up on me. I have no been able to take care of any of my bills or pay for any of my things because the account is still locked and I have no active card. I also asked if we could just close the account and possibly resubmit the claim to at least get my money back. They made a joke of it and told me they couldnt do any thing with me or the account and told me maybe visit my closest branch so I could argue with them in person. the account is still being charged as we speak.

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