Consumer complaint received 2023-09-13
Company: WELLS FARGO & COMPANY
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
Hi, Someone withdrew my money at Wells Fargo Bank on XX/XX/XXXX {$600.00}, then {$700.00} and {$1500.00} on XX/XX/XXXX. I called and worked with many departments of Wells Fargo. Police confirmed that not me who withdrew money. Until now, I can not take back my money. 

Here is the details : - XX/XX/XXXX, someone went to Wells Fargo XXXX XXXX XXXX XXXX MN to withdraw {$600.00} from my account ( Photo # 1 ). I dont know how the thief could do that without my ID. 

- XX/XX/XXXX, I called Well Fargo to file claim fraud transaction and asked them suspend all withdraw money from that day. 
- After that I received the decision from claim department to deny my claim. 
- I called many times to Wells Fargo trying to find out what happened. I found out that Wells Fargo XXXX was the branch where the suspect withdrew my money. 
- I filed police report about this case. 
- I called well Fargo many times, back and forth in person with Wells Fargo XXXX representatives many times and worked with police office from XXXX to XX/XX/XXXX  - Police Office sent request to have video record of the branch. Finally, the Officier got the video and photo of the suspect ( photo # 2 ) -After having the conclusion from police, Wells Fargo still denied to return my money. 
- XX/XX/XXXX, XXXX XXXX ( branch manager of well Fargo XXXX where the incident happened ) emailed me about denied claim ( photo # 3 ) - XX/XX/XXXX, I replied XXXX, cc the police officer to explain him about polices conclusion. 
- XX/XX/XXXX, XXXX ( police officer ) asked XXXX to provide email or contact of decision maker of well Fargo. She confirmed that the suspect was not me. ( photo # 4 ) -XXXX  DID NOT provide decision makers contact. He gave me claim department number and denied to follow my case.

- I tried to call claim department many many times but nothing change. I almost GAVE UP - XX/XX/XXXX, my account was withdrawn {$700.00} with reason check is being returned due to altered check. ( photo # 5 ) - XX/XX/XXXX, my account was withdrawn $ {$1500.00} with the same reason. ( photo # 6 ) - I called Wells Fargo to find out these check that were deposited on XX/XX/XXXX and withdrew right away at well Fargo branch ( photo # 7 ). 

Supprisingly, those transactions DID NOT appear on the statement of my account. Of course, I was NOT deposited these checks. 
- I continued to file the claim for XXXX cases. 
- I also emailed to XXXX XXXX ( Vice President, District Senior Manager ). He is XXXX boss. Hope he would follow up and help me to take back my money. 
- Im very disappointed when receiving XXXX email. 
- 7 months passed, Police have conclusion. Wells Fargo have video records. However they still dont change decision and NOT RETURN MY MONEY Please help me to bring my voice to Wells Fargo high level manager to take action Thanks and best regards. 

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 monetary relief