Consumer complaint received 2023-04-23
Company: WELLS FARGO & COMPANY
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2023 at approximately XXXX, I was in my car on my way to my grandmas. My phone was stolen out of my car at a traffic stop nearly 5 minutes from my house in XXXX XXXX. I had signed into my online banking to check if I had enough in my checking account for gas money. As I was stopped at a red light with my window down, six men approached my car from the intersection where they were all huddled. One of the men blocked the front of my car to squeegee the windshield. I said I don't need it and was waving my hands no. As he continues to spray an unknown substance all over my windshield, another man quickly came up to my driver side window. He smiles at me saying do you have any money for us to catch an uber? I said I don't have anything. I was looking for something in my car to give him so he would be satisfied and walk off. There was now a third and fourth man siding behind my car, directing traffic around me as the red light turned green in the only lane going straight. 

Several people honk and race around us as he snatches my phone out of my grip. I tense up, scared to escalate the situation. My foot remains on the break so as to not hit the person in front of me. Just as quickly, he tosses his phone in my lap acting and acts as if hes taking a picture of his phone screensavers which was a XXXX XXXX code. He told me he was just going to send himself XXXX XXXX  for an uber. At this point, I was very worried. I didnt have XXXX installed on my phone. He was swiping through my apps and saw Wells Fargo opened from when I checked a minute before. 

He was buying himself time as he ceaselessly began messing with the brightness and wifi buttons on his phone in my lap. He's simultaneously yelling to the man in front of my car to work harder, to really hook me up, and pointing to get that spot or this spot. By the end of the interaction, I was saying I really have to go, please don't take all my money, that I live paycheck to paycheck and need that money he was most likely accessing to pay my rent. The man laughed it off nonchalantly and said no, of course not! He tossed my phone back in my lap and took his phone quickly. He charmingly and calmly told me to look him up with the photo of his XXXX XXXX code. He took a picture of it for me. He said once I get to where I'm going, I would be able to tip him for his friends washing my car windows. 

Driving off, I received a notification from my bank, Wells Fargo, that XXXX was sent to XXXX XXXX via XXXX. This person transferred the entirety of my checking account, leaving me with XXXX cents left. I have their phone number and a confirmation code from XXXX. I immediately pull over and call my bank. Due to the crime involving XXXX, two other bank agents told me they could do nothing and that I would have to call XXXX. Through a quick XXXX search, I learned I was enrolled in XXXX through a participating financial institution. This means Im required to reach out to Wells Fargos customer support team. I finally was connected to a third agent who opened a fraud claim for the wire transfer as I detailed the above incident. The agent told me Wells Fargo would reach out within 10 days for further information on the case and I was given a claim ID number. 

Meanwhile, I report this crime to the police once I hang up with the agent after the fraud claim is submitted. On XX/XX/2023, I identified the suspect via a photo walk through and the police worked to obtain a warrant. I was interviewed about the incident and after gathering my testimony, the detective noted he would contact me with guidance on how to proceed. The detective wasnt allowed to send my records to me. I was required to request my incident records formally and mail it in to another police department. This request period took a whole month. 

No one from my bank ever ended up reaching out for evidence and documentation concerning my case. On XX/XX/2023, I received a letter stating my claim was closed and there were no processing errors. I called Wells Fargo numerous times to request to reopen the claim and examine my documentation as I was a victim of two crimes : wire fraud and larceny. After asking for a manager at the Claims Assistance Center and being put on with a conflict management associate, the agents told me I would need to fax the records but failed to provide me with the correct contact information. My case has been delayed for over 60 days due to the fumbles of folks representing Wells Fargo. 

Wells Fargo and XXXX did not provide opportunities to support me after a crime was committed to me. I was met constantly with the excuse that my bank could do nothing and that sending a XXXX transfer was akin to cash. XXXX says its my bank 's responsibility to deal with unauthorized transactions. My phone was stolen from my hand and the offender emptied my account. I have the number the transfer was sent to, screenshots, police records, etc. I want to submit my claim with the proper documentation and proof.

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