Consumer complaint received 2020-05-11
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:
XX/XX/20 I discovered an un-authorized opening of a Wells Fargos Visa Signature credit card account. I reported this fraud to the XXXX XXXX Well Fargo-XXXX branch banker, Ms. XXXX XXXX, and was informed that this un-authorized account opening was done on-line. Additionally, an un-authorized credit report from XXXX  Credit Bureau was also ordered. I closed this account and changed the PIN number on my ATM card as well as changing the user name and password for on-line banking, as a precaution. I also placed a Security Freeze on my credit report with all the three major credit bureaus. I requested Security Alert be flagged on all my accounts for any suspicious transaction but I was told by Ms. XXXX/banker that Wells Fargo no longer offers any type of General Alert but she would place some sort of Alert Note on my accounts. ( Case # XXXX ) XX/XX/20 Out of concern with my other business/Internet account, I came to Wells Fargos XXXX XXXX Branch to change this accounts PIN number. I also changed my ATM card PIN number as a precaution. Wells Fargos banker name XXXX XXXX assisted with my requests. 

XX/XX/20 I received {$50.00} Appreciation gift check from Wells Fargo for alerting the bank to the un-authorized Visa Signature credit card account opening incident I reported above on XX/XX/20. 

XX/XX/20 While doing on-line banking, I was shocked to discover another un-authorized or fraudulent cash withdrawal in the amount of {$1600.00} on XX/XX/20 from my checking account. I immediately went to the XXXX XXXX XXXX and was informed by a banker Ms. XXXX XXXX that this fraudulent withdrawal was committed inside the bank. I informed the banker that I did NOT lose any of my ATM cards. But out of extreme concern or precaution I changed my ATM PIN number and Ms. XXXX/banker advised me to file a claim. ( Claim # XXXX ) XX/XX/20 Still extremely worried, I returned to the Wells Fargo XXXX XXXX branch to cancel immediately the current ATM card ( still in my possession ) and changed the ATM card PIN number once again with a newly issued temporary ATM card. 

XX/XX/20 I received a letter of denial of claim/case closed from Wells Fargo. 

XX/XX/20 I called the Claims Assistance Center and requested all available investigation documents from Wells Fargo, intending to seek legal justice. 

XX/XX/20 I requested Escalated Complaint on the case. Additionally, I reported Identity Theft to the Federal Trade Commission. 

XX/XX/20 I sent a letter to a Ms. XXXX XXXX Complaint Manager and Mr. XXXX XXXX XXXX XXXX Region Manager to provide most of the above timeline of events to support my escalated complaint. 

XX/XX/20 I received a letter from Mr. XXXX XXXX, again denying my claim. 

XX/XX/20 I reported the theft of {$1600.00} from my Wells Fargo account to the XXXX XXXX Deputy Sheriff, Mr. XXXX XXXX ( Case # XXXX ) to seek polices investigation and assistance. 

XX/XX/20 On the advice of Deputy XXXX, I requested video surveillance of the theft on XX/XX/20 at XXXX XXXX. Wells Fargo banker Ms. XXXX XXXX stated only sheriff XXXX may do so ( which he is issuing a warrant for it ). I also asked if theres any security measure Wells Fargo can take to protect my accounts. An assistant manager (? ), Ms. XXXX, told me that there was no other security measure we can offer and you are welcomed to bring your business to another bank! 

XX/XX/20 I filed a complaint of this {$1600.00} theft from my bank account, which Wells Fargo had allowed to happen and had continued to deny any responsibility, with the Office of the Comptroller of the Currency and The Consumer Financial Protection Bureau XX/XX/20 On the advice of deputy sheriff, Mr. XXXX XXXX, I contacted Wells Fargos Complaint Center to  request further escalation or re-opening of the my case based on the current, on-going police investigation and complaint filed with the Consumer Financial Protection Bureau. I was given a new case # 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 explanation