Consumer complaint received 2022-04-08
Company: WELLS FARGO & COMPANY
State: WA
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, we noticed a large number of unauthorized transactions in our Wells Fargo personal checking account. The merchant was XXXX and the charges were for random amounts, many over {$50.00}, {$60.00}, and multiple over {$100.00}. On that date alone there were 19 charges totaling {$1100.00}. Yet no fraud detection within Wells Fargo was triggered prompting a call, text, or email about suspicious activity. 
I scrolled back to earlier dates on our online banking ledger : On XX/XX/XXXX, there had been 22 fraudulent transactions. No fraud detection call. 
On XX/XX/XXXX charges. No call. 
On XX/XX/XXXX, XXXX charges, no call. 
On XX/XX/XXXX charges, no call. 
On XX/XX/XXXX, there were 14 charges totaling {$970.00}, with no alert from Wells Fargo whatsoever. 
Note that our previous XXXX charges were {$0.00} to {$10.00} for a XXXX subscription. These unauthorized charges were many multiples of that, as high as {$110.00}. 
On XX/XX/XXXX, 4 charges. 
On XX/XX/XXXX, 5 charges. 
It goes on like this to the earliest date we can note unauthorized charges, which was XX/XX/XXXX, when a single charge of {$54.00} appears. 
In total over {$7000.00} had gone missing from our account throughout these fraudulent transactions. 
We admittedly should have been watching our online ledger more closely, especially knowing now that Wells Fargo 's fraud detection is non-existent. 
That said, as soon as we noticed the activity we called Wells Fargo, cancelled our XXXX debit cards associated with that account, and filed a fraudulent activity complaint. 
On XX/XX/XXXX we received a letter that the file had been closed, and a credit of {$10.00} applied to our account. 
I called Wells Fargo, was asked to repeat every single disputed transaction going date by date, line by line, and at the end was told that the case had been split into XXXX files, the other ( for over {$7000.00} ) was still ongoing. 
Then yesterday, XX/XX/XXXX, I received a letter from Wells Fargo citing Claim # XXXX that they have issued a credit of {$420.00} and that, and I am quoting the letter : " ... because you did not notify us within 60 days of the disputed charges first appearing on your account statement, we are unable to reimburse you for the transactions occurring thereafter. '' I immediately called Wells Fargo again, was disconnected twice, but eventually reached their claims team who told me that since the disputed charges date back to XXXX, XXXX, I had missed the window to file the claim. 
I calmly told them that I have no idea where XXXX, XXXX comes into the picture and that this is now the XXXX time I have recited the disputed charges line by line, dating back to XX/XX/XXXX -- which, as I write this today on XX/XX/XXXX, is STILL not 60 days ago. 
I asked repeatedly to speak to someone with more authority because I do not in any way, shape, or form accept this decision or this completely ridiculous letter I have received. 
The woman said she would make a note in the file and I should hear back within 10 days. She could do nothing to assure me that she even understood the discrepancy or the specifics of my complaint. 
I will attach screenshots of 3 days ' activities of XXXX charges from our online banking page ( not complete, as all would not fit on the screen at one time ) as an example of the activity. 
I respectfully request your help in any way to resolve this matter. 
Thank you, XXXX XXXX XXXX : XXXX XXXX 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 non-monetary relief