Consumer complaint received 2021-12-22
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I was XXXX as a result of a XXXX. I was ordered to 15 days or {$450.00} fine. I was released on XX/XX/2021. During the 15 day period I was at XXXX XXXX XXXX located in XXXX XXXX, FL, I had a normal direct deposit that was posted to Wells Fargo bank in the amount of {$1100.00}. This deposit was dated XX/XX/2021. Upon my release, I went to collect my personal belongings from my home, which is where I was XXXX, and noticed that my Wells Fargo debit/ATM card was not in my wallet. I immediately went to the branch located at XXXX XXXX XXXX XXXX in XXXX XXXX where it was discovered the balance in my checking account was - {$1.00}. I then told the bank manager that I did not make any transactions between the above mention dates and the reason why any charges in that time frame was not valid. He then told me I needed to call the police to file a report if I wanted any of that money back, at which time I informed him that I was waiting on them to arrive. He then sat me in a chair and said it would be at least three hours before a banker would be able to speak to me and to schedule an appointment would be at least 2 weeks out. I filed police report with XXXX XXXX Police Department the officer on scene was XXXX. XXXX XXXX and the case # XXXX was assigned. I was informed by the bank that I would hear from them in 2 to 10 business days. The Wells Fargo claim number is XXXX and XXXX. On XX/XX/XXXX an agent on phone helped me gain acces to my online account as all of the information had been changed. Upon access to my online account I learned there were 89 notifications in the message center pertaining to contact information changes, card control changes, and numerous declined charges, as well as the 9 fraudulent charges that actually posted to my account leaving me with a negative balance. ( more detailed description in the attached files conducted from my own research ) All of these incidents happen between XX/XX/XXXX and then stop XX/XX/XXXX where there is absolutely no activity until XX/XX/XXXX when updates I made were reflected on the account. On XX/XX/XXXX I received notification that my account and card had been suspended because they suspected suspicious activity on my account by the account takeover team. I called as advised where I was on the call for over three hours with several questions I needed explained to me. One was how could anyone get past the voice verification that I set up as a security measure? Turns out the only one I was keeping our of my account was me. On that call the agent also verified the fraudulent activity, closed the compromised account, opened a new account, and gave me reference # XXXX. During this time I was researching the transactions to figure out who had done this. I requested surveillance from the wells fargo branch where {$800.00} was withdrawn, and both stores where the card had been used for an ATM withdrawal, and the other store, gas station, where {$110.00} was charged to the card with a {$20.00} cash back. Wells Fargo denied me access, and the retail stores said they could only hand the footage to police. Finally on XX/XX/XXXX I found out the claim was closed and had been denied with no reimbursement. I called and asked for an appeal and why and was told the decision was FINAL. I asked for a supervisor and got a lady named XXXX, and told her the situation and after a little coaching she escalated to higher department and that I would have to wait another 2 to 10 business days Case ID # XXXX In the meantime I still have been physically removed from my residence as I was evicted because I could not pay the rent.

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 non-monetary relief