Consumer complaint received 2021-01-13
Company: WELLS FARGO & COMPANY
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My complaint is with Wells Fargo Bank. I am seeking assistance because Wells Fargo refuge to cooperate with me on this account. My daughter 's Debit card was reported lost, and a temporary card was issued. I am on her account with her. She attends the University of XXXX XXXX. During this time, she was in quarantine because she had been exposed to the XXXX virus. The school can verify this. During this time, someone deposits three bad checks into the account, which were put on hold but eventually returned to the sender. But in the meantime, there were six withdrawals and one XXXX XXXX on the account, leaving a minus {$2200.00} balance. They refunded the {$870.00} XXXX XXXX but refused to refund the other five withdrawals. You can tell that the checks were fraud and the XXXX XXXX, but because someone used a Debit card with a PIN, Wells Fargo refuses to refund her money. Several card declines came up before the withdrawal went through, showing they did not have the PIN. 
These are copies of the transactions : XX/XX/XXXX ATM CHECK DEPOSIT ON XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX GA XXXX ATM ID XXXX CARD XXXX View {$190.00} XX/XX/XXXX ATM CHECK DEPOSIT ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD {$1700.00} XX/XX/XXXX ATM CHECK DEPOSIT ON XX/XX/XXXX XXXX XXXX XXXX {$1400.00} XXXX AL XXXX ATM ID XXXX CARD XXXX XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$400.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$300.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$300.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$300.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$500.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$500.00} XX/XX/XXXX ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AL XXXX ATM ID XXXX CARD XXXX {$500.00} There was a card decline on all these withdrawals before they went through and were paid. I asked Wells Fargo why they did not reject the card when they received all those card declines, and they could not answer. All they could tell me is that this did not indicate fraud. Their whole base was that the Debit card was used with the pin. They refuse to acknowledge that the card was declined many times. I asked to see the camera picture since all these were done at the ATM, and they refused. How can I prove that this was not me if I could not see all of their evidence used to decide not to refund my money? 

These are the checks. The one for {$190.00} has no information, so you can tell it is a fraud. The other two were written XX/XX/XXXX in Arizona and deposited in Alabama on XX/XX/XXXX the same day. This is impossible. You can tell this is a fraud. Right after the checks were deposited, the withdrawals started. There was a hold on the checks, and the bank still gave somebody the money. They will not give me any more information about why they will not give us a refund. 
I would appreciate your assistance with this matter. Thank you.

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