Consumer complaint received 2023-11-17
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello, I am writing to complain that Wells Fargo not once decided to investigate my case. My name is XXXX XXXX, the checking account I am writing this about is XXXX, and I have attached proof of the old checking account as well. This happened in late XXXX early XXXX when I contacted Wells Fargo about this issue. I no longer have an account with Wells Fargo because of their lack of accountability with this incident. My mother passed away in XXXX and I was granted life insurance money when she passed. Later that same year I began getting suspicious charges, which I had made several phone calls about. The charges were appearing as XXXX, totaling almost a whopping XXXX in fraudulent charges. Wells Fargo was going to look into the possibility of fraudulent charges made without my consent. However, just 2 days after I called to complain about the very first incorrect charge, the representative I spoke to let me know that they had investigated and found there was no fraudulent action. This was unbelievable. Over XXXX of my mother 's money gone and it sounds absolutely ludicrous that every single transaction was investigated only after 2 days. I made several attempts to try to stop my account from being charged, even after my first call in refards to this issue, yet my funds kept disappearing. Wells Fargo also unfairly froze my account so I was unable to use it, but my funds still kept depleting ; I began to suspect this could have been done by one of your representatives themselves, obviously I was very concerned with already being denied any investigation after only 2 days. I changed my debit card, and I did everything your representatives told me to do. I finally made the decision to change my checking account, unfortunately, and later banked with another financial institution. I had called time and time again to have this investigated, but no one did anything for me. Not only was I treated unfairly, but none of your representatives actually looked into my case. It is not possible to make a complete and thorough investigation within only a day or two. I demand for this to be reopened and properly investigated. Every time I tried to call not only was I racially discriminated against on one occasion because of my name, but the people in the departments I was transferred to were also extremely unhelpful. XXXX, from your fraud department, never returned my calls nor did she ever even try to call me. This situation turned into a complete disaster because of the mismanagement of my case and the incorrect charges that kept being made even after complaining. Under the FDIC I should be able to have a proper investigation and demand my money back. This has been very tiring to deal with and I have suffered financially because of Wells Fargos incompetency. I went to the police and they told me this issue should be resolved by your bank, since it is insured under FDIC and so a police report would not be necessary. I did my own investigating and found very interesting reviews under the company name XXXX XXXX XXXX XXXX XXXX XXXX, which I made your representatives aware of to XXXX it themselves and they will see several reviews from others what I experienced in my account. I was also able to find a picture reported by the police in that county of the possible suspect that could have done this. This company 's name, XXXX XXXX XXXX XXXX XXXX also appears on some of my transactions. Obviously, it fell on deaf ears. Ultimately, I should have never been denied a thorough and proper investigation on such a large amount of transactions after only a day or two of Wells Fargos so called investigation. As of XXXX, XXXX, Wells Fargo has responded that they have stated that more time is required in order to investigate, but have not responded to any of my claims. I've attached a picture of my checking account where this happened and also other reviews from other victims who have also gone thru the same thing.

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