Consumer complaint received 2023-03-27
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My problem is two-fold. It involves an account with Wells Fargo which is joint with my mother XXXX XXXX XXXX, and a separate account at Wells Fargo which is in my name only. The more serious of the two is the joint account with my mother. 
On XX/XX/XXXX a fraudulent debit was made from my account ( not joint account ) for {$65.00} to a XXXX XXXX. A second appeared on XX/XX/XXXX as a recurring payment to XXXX for XXXX. I called customer service when I discovered the fraudulent charge and specifically asked if I needed to do anything further to secure my accounts. The answer was " no, we have taken care of anything and the money will be refunded. '' I received a " purchase return '' from Wells Fargo on XX/XX/XXXX. 
Subsequently, on XX/XX/XXXX, a large wire transfer of {$8100.00} was sent to someone by the name of XXXX XXXX who also had a Wells Fargo bank account. I agree I was scammed out of the money. A legitimate Wells Fargo representative was on the phone with me as the funds were being withdrawn by a scammer who knew the Wells Fargo script. This is when I realized I was scammed. They knew immediately, but claimed the funds could not be retrieved. The amount of trouble trying to communicate with their investigation department was outrageous! I was shifted from investigative dep artment to another without anyone providing any information. I was told and my mother was sent a letter indicating funds were authorized and that her debit card was used. 
Finally, after numerous phone calls, I got a manager who told me XXXX XXXX was a plumber and grilled me as to whether we knew him. Neither I nor my mother know anyone by the name of XXXX XXXX. We each have a home. Mine is in XXXX, my mother a home in XXXX. Neither of us had any work done in our home by anyone. 
I was on vacation overseas and could not file a police report until XX/XX/XXXX. A detective XXXX XXXX can be reached at XXXX Ext. XXXX was assigned to my case.I have also contacted the XXXX. My ID XXXX is XXXX and contacted the Federal Trade Commission. 
The last Wells Fargo investigator I spoke with told me while I was overseas, I had to go into a Wells Fargo branch to get any other information. On XX/XX/XXXX, I visited my local branch at XXXX XXXX XXXX in XXXX, NJ, where I opened my account and spoke with the manager, XXXX XXXX XXXX. He looked into my account and had no idea of my situation. He attempted calling the fraud department from his Branch Office and after roughly half an hour, the call was either dropped or the person hung up on him. He saw my frustration, as this was my experience all along. He sent an email to escalate my case to the " Resolution Team. '' I was told I would be contacted in 1 to 2 business days. I was contacted and told my story to the supervisor and I would have a response in 10 to 14 days. On XX/XX/XXXX, I spoke with " XXXX '' who explained the funds were immediately withdrawn by XXXX XXXX and the bank could not retrieve the funds. She said it was " unfortunate you were scammed, but the bank is not responsible and doesn't have to replace the funds stolen. '' During the conversation, I explained that XXXX XXXX has an account at Wells Fargo. She claimed my case was still open by the bank investigators. 
I explained when the orginal theft took place from my sole account on XX/XX/XXXX and XX/XX/XXXX I asked if I had to do anything to protect my accounts. Her response was, if you feel uncomfortable at any time, you can request the change. I feel in multiple ways Wells Fargo has been negligent. First, they had a chance to help me to change passwords,, debit cards, etc. and instead assured me my accounts were safe! 
Trying to deal with the fraud department was a nightmare in itself. I had representatives who could not transfer me to a U.S. Wells Fargo representative and were in the dark as to how to help me with fraud. It tooks hours for me to try and get anyone, then the calls would drop. The U.S. representatives refused to give me any information until I got a manager, who was limited in what she knew or could say.

The investigators were no better. I felt Wells Fargo sets up customers to become frustrated in hopes they will give up their fight to get their money back.

The final straw was when the Branch manager was hung up on. I was told by " XXXX '' I could once again file another Fraud Claim, which I will be doing very soon. 
I requested to speak with XXXX 's manager and am expecting a call in the next few days. 
I feel Wells Fargo has failed me at every turn and then had the audacity to accuse my and my mother of authorizing a wire transfer for " work done. ''

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