Consumer complaint received 2023-04-03
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I called Wells Fargo ( on XX/XX/XXXX ) to inform them that my purse with all of my cards and identification ( drivers license ) was stolen and that I needed my cards turned off. The representative continued to issue me new cards ( send them in the mail ) and so I thought place a blocker on my account ( but she did not ). The fraudster had already stolen around {$400.00} by the time I realized and turned my cards off immediately. On that following Monday ( XX/XX/XXXX ), the fraudster went into a physical Wells Fargo branch and transferred everything out of my savings ( $ XXXX ) to my checking account and continued to withdraw {$490.00} without any identification or my debit card. 

On XX/XX/XXXX, I received a call from a manager at Wells Fargo XXXX XXXX XXXX XXXX  ) that someone was there using my card and that she was now walking out of the branch. He continued to tell me that he was holding my drivers license if I wanted to come pick it up. I went to the location to pick up my ID and also call the police to put in another report for this incident. 

After arriving and speaking with the manager, he distinctly remembered her coming in that previous day and today. He said the woman came in stating " she just needed money '' and that her " mother and sister just passed away '' I'm assuming to get some sympathy. Two days before this day ( so XX/XX/XXXX ) and on XX/XX/XXXX, he informed me that the woman couldn't answer any of my security questions, the last 4 of my SSN, nor the person 's name attached to my account. This was very alarming because the point of security questions are to protect consumers and that's not what was done here. 

On XX/XX/XXXX, I had my mother transfer the only {$130.00} left in my Wells Fargo account over to her personal account because it has now been going on for a week. After my mother transferred the money, a few hours later there was a post on my account for $ XXXX. The person had now done a " deposit item return '' check ( I now know it's some type of scam check ) and knocked my account into overdraft big time. 

I called Wells Fargo back and no answers. My mother and I continued to call them to try to escalate this for days and didn't receive too much help. I continued to let them know that I've been a customer for over ten years holding a checking, savings, and now a mortgage. 

My mortgage is now late without this being resolved and this person has now taken over {$1700.00} from me. 

I did my part by informing them of the theft and turning my cards off immediately. They let the person continue to commit fraud and compromise my information by not closing my account ; now I'm being punished with this not being resolved or even credited because of their employees negligence. 

This has caused a huge strain on my mental health, taken me away from doing my work, and overall access to my money.

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 monetary relief