Consumer complaint received 2023-06-01
Company: WELLS FARGO & COMPANY
State: PA
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:
On XX/XX/XXXX, my Wells Fargo account received three transactions in the form of {$1000.00}, {$1000.00}, and {$4700.00} for a collective total of {$6700.00}. These transactions originated from casino winnings and eventual withdrawals occurring and placed on XX/XX/XXXX from the XXXX XXXX at XXXX XXXX XXXX XXXX through the XXXX XXXX XXXX. After which ( XX/XX/XXXX ), I immediately utilized the tools required by the XXXX XXXXXXXX XXXX XXXX to have XXXX XXXX immediately restrict any further gambling under my identity for a minimum of 72 hours. 

From XX/XX/XXXX through XX/XX/XXXX, a total of 47 fraudulent transactions posted to my Wells Fargo account for a collective total of XXXX by XXXX XXXX through the XXXX app. This also occurred while I was supposed to be frozen from further gambling ; however, thats an issue that will need to be addressed by the XXXX  XXXX XXXX XXXX. I believe I was the one who opened the account sometime last year, but only used it once for the deposit bonus before forgetting about it. However, I have since discovered accounts-I-did-not-create were fraudulently opened up using myinformation on XXXX and XXXX. I suspect the perpetrator is my XXXX XXXX XXXX, whom stole and copied all of his important financial paperwork. As I was the beneficiary to my brothers policies, the aforementioned files wouldve contained my personal information. 

I first took notice on XXXX and immediately contacted Wells Fargo and began disputing charges. I believe my card was frozen at this time, but I am not certain. I was informed that Wells Fargo would have a representative reach out to me for additional details ; however this never occurred. I continued to monitor the status of my claims and waited for Wells Fargo to contact me as I did not want to rush their investigation. Each day, they would close a handful of the disputes, but I would never received any additional information. I assumed that I would not know the outcome of the investigation until all claims were processed. 

I was never contacted about the issue nor given any form of update. When the final claim closed on XX/XX/XXXX, I began trying to initiate contact to inquiry Wells Fargo over the matter. Most representatives were unwilling to discuss the matter, let alone assist me. I was hung up on multiple times ; transferred into limbo, and made to jump through every hoop imaginable before finally receiving assistance on the sixth call. The rep collected my information; submitted my appeal; and informed me that someone should reach out to me within 1-2 business days. 

Its now XXXX, and I have not received any further communication nor have seen any steps taken regarding the issue. Since it was XXXX XXXX weekend, I gave them additional time to investigate and follow up. As of this writing, Im currently on-hold with Wells Fargo , but due my past experiences I dont have much hope.

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