Consumer complaint received 2023-10-10
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:
Below is the events that lead to my identity being stolen and XXXX, XXXX, wells fargo, XXXX and the complete lack of attention to my stolen phone and continued the identity theft for days. 

I went to the XXXX store on XX/XX/XXXX afternoon after calling XXXX to get nowhere to stop thieves from using everything on my phone. I called daily from XX/XX/XXXX when I discovered the fraud and was unable to get one single person to assist me. The answer was consistent from every single person that they could not access my account. I told them my phone was stolen and not only that but the thieves changed my access code they changed everything on every app and every email account and I have and locked me out. On XX/XX/XXXX, I went to the store located in XXXX XXXX and was told they can not change my access password that I needed to contact the call center. Again, on XX/XX/XXXX, I contacted the call center who again told me that they can't do anything, finally I believe on XX/XX/XXXX, I reached a supervisor who told me that the store manager was incorrect and the tech in the store could change my passcode. I have several claims that were opened from XXXX to XXXX. SEVERAL times they texted the stolen phone and emailed after being told over and over and the thieves cancelled these attempts. It took XXXX 5 days to shut down my phone. All of this was logged in by calls, personal attempts at store and banks and several attempts with Pictures of dates of myself and id for XXXX that are still ignored. 

After I thought XXXX had submitted claims for my stolen phone and several attempts to get a human being at XXXX, unsuccessfully. XXXX negligently refused to assist me for days. Finally, XXXX told me that they were sending text messages to the STOLEN PHONE and the thieves were cancelling the claims. Several times I went around in circles with XXXX with several agents and supervisors. Until Thursday finally got a supervisor who told me the tech at the store should have changed my code. All of this fraud continued to occur due to the lack of knowledge of the call center or the ability to assist me when I repeatedly stated the fraud was still occurring and there are recorded phone calls from me and my family begging for someone to stop the phone. 

It wasn't until XXXX that the Agent from XXXX finally got a person from XXXX who had to tell the XXXXXXXX  agent to blacklist the phone and stop the constant fraud. It wasn't until then that XXXX actually assisted me and to say that the onsite tech at XXXX was able to change my code. The next day I went to store and code was finally changed. This is a complete outrage at the lack of any ability for anyone at XXXX  to assist when several times it was stated the urgency of this matter. 

XXXX, XXXX, wells fargo, XXXX, XXXX and the rest of these corporations do not have their customers safety in mind and call centers are useless with the lack of knowledge. All of my accounts were emptied by the simple fact that XXXX refused for 5 days to assist me to stop this fraud. 

To date I am still fighting with Wells Fargo for XXXX in fraud, XXXXXXXX XXXX for XXXX in fraud XXXX XXXX  for amounts upwards of XXXX of fraud. There is XXXX attempts by these companies to contact me to finalize these matters. XXXX XXXX finally got escalated and got XXXX bank from my business account, however, I am still trying to the fraud on XXXX personal for 2 months. 

I am more than happy to have an actual conversation with a human being that can deal with this case. To send me this letter and say you investigated and never called me to hear these issues story of the constant hassle I am going through is poor customer service. 

I will continue to escalate this further until there is satisfaction. I had to get a new phone and I lost my business number now because of the inability for XXXX to stop the fraud. I have lost all my contacts and messages from the stolen phone. XXXX was a Sunday and I thought I lost my phone. My business finances have been seriously impaired and impacted with any ability to work and pay my bills since XX/XX/XXXX and continue to be an issue with all parties. 
It took Wells Fargo until To date Wells Fargo DOES NOT HANDLE THIS matter at all. The continually make me go to bank and start over and tell me XXXX days. Every month I start over. Today I called and no one has reviewed or done anything. I have faxed, emails, calls and nothing for $ XXXX lost from fraud on my account and now they have closed my accounts.

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 explanation