Consumer complaint received 2023-05-29
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2023 I was contacted by a Wells Fargo fraud detection agents about a charge to my business account for an amount of around {$320.00}. I dont know the exact amount because the fraud agent prevented it from being charged, and contacted me to address the threat. That was the right decision to decline the charge and protect my account.

During this call, while WF fraud agent was writing up the case for this charge, he paused and asked me if I just contacted Wells Fargo verbally, and authorize my account to be added to a XXXX wallet. My immediate response to him was no Im on the phone with you and you called me and I dont even use a XXXX device. In retrospect it wouldve been far greater due diligence for the WF fraud agent to stop writing cases, and immediately close both accounts to re-open them as a new accounts, stopping any further fraud activity, because it was obvious my account was still under attack while on the call.

While the WF fraud agent was writing up this new case, I was looking at my Wells Fargo checking account on my phone and saw that it increased by {$8000.00}. This was not actioned or authorized by me so while on this very call with the WF fraud agent, I informed him of the {$8000.00} showing up in my checking account that was not mine and I did not know where it came from. I did not see nor did I know at the time that this {$8000.00} came from my own credit card account. This was clearly a red flag that my accounts were still under attack. I wish the WF fraud agent would have immediately proceeded to close my accounts to prevent any further fraud from taking place, but we continued to follow their fraud agents protocol of writing cases. I of course thought that my bank was protecting me from any further threats and being accountable for all threats made to my account, as they have always done in the almost 40 years that Ive have been banking with you.

As looked at my account later to check status, and I could see that {$8500.00} had been withdrawn. Alarmed by this action, not taken or authorized by me, I called your fraud team back and reported this happening. Once again WF fraud agent reviewed the threats and wrote another case. It was then and per my demand that we proceeded to close both accounts and open new ones to protect any further threats from happening. 
As XX/XX/2023, I am in receipt of a letter from Wells Fargo claims assistance center dated XX/XX/2023, subject of resolution of online wire inquiry for checking account, see attached. I was greatly disappointed and offended to read that not only the resolution was not taking any accountability for these threats, but that they accused me of performing them, treating me, a customer of 40 years, like a common criminal and leaving me to deal with the charge of {$8000.00}, a {$400.00} cash advance fee and {$500.00} of cash from my checking account from these threats that compromised my accounts, due to WF hacked banking system. I am the victim of these threats and the resulted compromise of WF banking system that allowed my accounts to be attacked this way.

As I mentioned before, Ive been a customer of Wells Fargo for almost 40 years, and every time threats have occurred over the years to my account WF have always taken care of them with the due diligence that it deserves from a federally insured bank. I have never given out my password or username to anybody and always use your Wells Fargo app on my XXXX to do my business I have since I had my phone checked for security, and it is secure. This impacted my business account and credit card account. I filed an appeal to on XX/XX/2023 and have yet to see a response from WF. See attached correspondence. A police report has been filed ( XXXX ) with XXXX police department. Detective assigned is 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 monetary relief