Consumer complaint received 2023-11-25
Company: WELLS FARGO & COMPANY
State: WV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2023 a friend set up my computer so I could log into my bank account, she noticed that on XX/XX/2023 a {$92000.00}. transaction posted to my account, she also noticed a pending transaction of {$38000.00}. We called the number for Wellsfargo on my debit card, was transferred to the fraud department spoke with a woman name XXXX. She said someone went into a bank, showed ID and did a wire transfer, she ask if I had been to the bank, I told her No and explained the closest Wellsfargo bank branch is 100 mikes away, there is none in XXXX, I told her I had been to the non Wellsfargo ATM machine on the XXXX of XXXX She said she would close the account, open new one, send new debit card and checks, she said tge {$38000.00}. Might post on new account, she did not do a stop payment on the check, I told her I had not used any of my checks, she said she could not do a stop payment because someone brought the check into a branch bank, showed ID that they was me, I clarified I had not been to one of their bank branches in many many years. She told me to make a police report and to go into nearest bank branch in XXXX XXXX  on XX/XX/XXXX, XXXX to report the {$38000.00}. After the fraud complaint call ended we called XXXX to file the theft report. 

On XX/XX/2023 a friend and I loaded my wheelchair into my vehicle and drove to XXXX XXXX  ( I am a home bound XXXX XXXX ) on the way we checked online banking and the check for {$38000.00}. had cleared and posted to the account. when we arrived in XXXX Wellsfargo bank we were informed we needed an appointment to speak with a banker to discuss a total of {$130000.00}. worth of fraud charges..finally one of the bankers fit us in at XXXX we waited in parking lot all morning and afternoon. 

We met with the banker, told him the information gave him the fraud reference number, told him what the fraud person XXXX had told us, he made a phone call to find out about the {$92000.00}. Because it was an odd reference number the banker was on the phone for over 90 mins and he checked my ID ( drivers license, veteran ID, vehicle registration etc and ask where I originally opened my Wellsfargo bank account and verified to person on the phone that I was in fact who I claimed to be and that I did come into the bank using a wheel chair, he told me I would need to go to the branch I had originally opened my checking account which was in XXXXXXXX when it was called XXXX left Wellsfargo in XXXX XXXX  with another reference number and the knowledge that nothing got done but we would have XXXX XXXX to XXXX  to branch location I first opened a checking account in the XXXX I received a letter from a bank manager in XXXX XXXX XXXX  telling me Wellsfargo would not be giving me back my money because the other bank ( XXXX  XXXX XXXX ) would not give the money back to Wellsfargo On XX/XX/2023 someone walked into a Wellsfargo bank on XXXX XXXX in XXXX XXXX, XXXX  claiming to be me, set down with the bank manager, and transferred {$92000.00}. from my account to someones account at XXXX  XXXX XXXX, Wellsfargo charged me {$40.00}. to process the fraudulent transaction. Someone then walked into a Wellsfargo branch bank and cashed a check for {$38000.00}. Claiming to be me all this time I am setting in a wheel chair in my home in XXXX XXXX  Wells Fargo has yet to return my money and consistently gives me the run around transferring me from one person to the next everyday. Today is XX/XX/2023, my whole life savings gone.. 

If the manager wouldve looked at my account history he would see I never traveled out of XXXX  I was at the bank here in XXXX  on the very day someone claiming to be me sat down in front of him. No he doesnt want to give me back my money because he made horrible ID mistakes {$130000.00}. worth of ID mistakes

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