Consumer complaint received 2024-01-19
Company: WELLS FARGO & COMPANY
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
There was fraud that happened within my checking account with Wells Fargo XXXX through XXXX of XXXX. I had called immediately when I noticed transactions so that the bank could freeze my account or create a new account plain out just help me out with what was happening. There were several zelle transactions as well as some checks that had been deposited and bounced for an estimated total of {$13000.00}. 
I did manage to have a representative open a new account and try to secure my account from all the fraud that was happening. But it wasn't until the second time that I called to do a follow-up that this happened. The original first time I called to report the transactions the representative told me I am creating a new account for you right now gave me a number to save as my account number and when I called for updates and gave the second representative the account number that number didn't exist for me. At this point the second representative did help set me up with a new account and took all my statement over and basically start from Zero to compile all the information required for the claim. I made it my mission to stay updated with what was happening with my account by calling in at least once a week. 
When I called Wells Fargo about the transaction there was an active case that I would call to inquire more information about at least once a week since the transactions. The last I spoke with a Wells Fargo representative was in XXXX of XXXX that someone would get ahold of me to discuss things further and I didn't have to keep on calling them every week. I still haven't heard anything from Wells Fargo to this day XX/XX/XXXX. 
At the time this all was going on I was going through some major medical situation and having this {$13000.00} vanish before my eyes just like that didn't help at all. That money was all that I had and the individual ( s ) that omitted this fraudulent activity to my account got away with all of it and Wells Fargo did nothing even after having all the authentication setup never did I one get an alert that all of this movement was happening with my account. 
Also, I originally had sent the police report to the agent in charge of the investigation of this case. The reason why I had sent copies of the police report was to establish the fact that personal items were stolen this included laptop with all my personal information this would also include my bank information. I am resubmitting this issue because Wells Fargo doesn't have the best reputation and also has been on the news for more the a couple XXXX of fraud cases similar to mine. I had reached out to XXXX XXXX the Executive Office Case Specialist about this as well back in XX/XX/XXXX then again at least once every 30 days up until now. I would also like to add that I am aware of many data breaches that there has been for Wells Fargo before my fraud issue as well as many after and have continue to happen.

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