Consumer complaint received 2023-03-06
Company: WELLS FARGO & COMPANY
State: NY
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:
I'm sharing a timeline below of fraud that was committed on my account and the action steps I took to address the fraud with my bank, Wells Fargo. My claims were denied by Wells Fargo. 

Timeline 1 ) XXXX XXXX XXXX XXXX was stolen on XX/XX/XXXX as indicated on the attached police report ( Document A ). 
2 ) The attached alert ( Document B ) indicates that the password on my Wells Fargo online banking was changed on XX/XX/XXXX at XXXX XXXX This happened on XX/XX/XXXX at XXXX XXXX or the time zone where I live. This was after my phone was stolen and this is when my Wells Fargo online banking was compromised. 
3 ) The attached email ( Document C ) indicates that a XXXX payment of {$3500.00} was made from my checking account at XXXX XXXX. There was also a {$51.00} transfer made to my credit card account that was not authorized by me. At this point in time, my phone was already stolen and my Wells Fargo online banking was compromised. 
4 ) The attached alert ( Document D ) indicates my account was enrolled in online wire transfers on XX/XX/XXXX at XXXX XXXX  ( or XX/XX/XXXX at XXXX XXXX ) after my phone was stolen and my Wells Fargo online banking was compromised. 
5 ) The attached email ( Document E ) indicates that an online wire transfer of {$6800.00} + a {$30.00} wire transfer fee was made to XXXX XXXX on XX/XX/XXXX at XXXX XXXX from my checking account after my phone was stolen and my Wells Fargo online banking was compromised. 
6 ) On XX/XX/XXXX, I purchased a new XXXX XXXX XXXX from XXXX and later activated it to report fraudulent activity on my Wells Fargo checking account and credit card. The attached receipt ( Document F ) shows that the new phone was acquired on XX/XX/XXXX on my brother 's XXXX account. 
7 ) I contacted Wells Fargo on XX/XX/XXXX reporting fraud on my credit card and checking accounts 8 ) I visited a Wells Fargo branch on XX/XX/XXXX to continue discussing the fraud and give any additional relevant information 9 ) On XX/XX/XXXX, I opened a letter I received from Wells Fargo indicating that they denied my claim of fraud for the wire transfer of {$6800.00} that was mentioned above. I immediately called Wells Fargo to understand why they denied and they indicated that the wire transfer was either performed by me or someone authorized by me 10 ) On XX/XX/XXXX, I opened another letter that I received from Wells Fargo indicating that they denied my claim of fraud for the {$3500.00} XXXX transfer + {$51.00} of residual expenses made by the perpetrator of fraud on my account. I again immediately called Wells Fargo to understand why they denied my claim of fraud and again received a similar answer stating that I either made the transfer or authorized it. I also followed up on the wire transfer fraud on the XXXX to see what recourse I had to recover my funds 11 ) On XX/XX/XXXX, I received an email from Wells Fargo indicating that they were opening up my wire transfer claim that was previously closed and investigating it further. 
12 ) On XX/XX/XXXX, I responded to the email that I received on the 2nd from Wells Fargo providing the support that I attached to this complaint 13 ) On XX/XX/XXXX, I went into a Wells Fargo branch and filed a complaint with the branch manager to reinvestigate the fraud claims.

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