Consumer complaint received 2022-04-13
Company: WELLS FARGO & COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with cash advances

Complaint:
Hello I have a Wells Fargo XXXX XXXX XXXX  since XXXX. There was a fraud transaction on my card through online cash advance transfer in XX/XX/XXXX. I am a victim of the Identity Theft since XX/XX/XXXX. Multiple incidences happened with different banks ( e.g. XXXX, XXXX, XXXX XXXXetc ), but all resolved except with Wells Fargo bank. I filled claims multiple times, however I received XXXX letters regarding the fraud, the first letter mentioned that the case was denied and another letter, mentioned " found that no fraud occurred, or the transaction were authorized ''. I was a victim of identity theft, and the charges were made without my authorization. I should not be responsible for fraudulent changes of which was not authorized by me. Wells Fargo bank should be fully responsible for this as they are the one who approved an unauthorized checking account at first place. 

I would like to summarize what was happened : 1. On XX/XX/XXXX, an internet scam hacker had stolen my personal information, opened a Wells Fargo " Everyday Checking '' account ending in XXXX with my social security number and birthdate. The address was in XXXX NY where I had never lived. The NY driver 's license was also not mine as I have been living in XXXX  for the past XXXX  years and before that lived in XXXX  for XXXX  years. The account has been approved by Wells Fargo bank without my authorization. This account has been later determined to be unauthorized by Wells Fargo and confirmed that I have no financial liability for this account. 

2. The hacker used my Wells Fargo Visa card ( ending with XXXX ), transferred {$4000.00} from my credit card to the newly opened checking account ( XXXX ) on XX/XX/XXXX, then use ATM card to withdraw the money. 

XXXX. When I got my credit card bill in XXXX, I was incredibly surprised because I hadn't used the Well Fargo credit card in a long time, and it was clearly a credit card fraud. I immediately went to the bank to explain the situation and declared that it was a fraud. The Wells Fargo XXXX PA branch service staff agreed to file and report it to the relevant departments. To avoid fraud, I immediately asked to cancel the credit card. A month later, I received a letter from Wells Fargo, admitting that the account opening was a fraud, and I was not responsible for it. But soon Wells Fargo sent a new credit card, the number ( XXXX ) was different from the original card, I thought the bank made a mistake, because I have declared to the Wells Fargo XXXX XXXX XXXX to cancel this card, and not necessary to issue a new card, because it is not safety. I XXXX ' t want keeping it, so I cut and throw out. 

XXXX. A couple of days later I got a new credit card bill to pay Wells Fargo of {$4000.00}, I was really confused, so I went to XXXX XXXX again, the Bank XXXX told me not to pay the bill as the investigation is still ongoing. 

XXXX. During this period, I have received XXXX of the investigation letters, it stated that the inquiry about charges to my account in the amount of {$4000.00} determined to be unauthorized. I thought the situation is resolved, however, it is not as I expected, the monthly bill keeping received and adding the late fee and interest, by XX/XX/XXXX, it is cumulative up to {$5100.00}. And at last, I receive a letter from XXXX collector company and asking me to pay this amount of money by end of XXXX. 

XXXX. I called Wells Fargo multiple times since XX/XX/XXXX, on average every XXXX weeks, every time, it took me about XXXX hours, it kept transferring to the different departments, it seems that no one could make decision, and nobody know how to address the issue. For a company that mentions the term XXXX Liability in reference to fraud charges more than XXXX times on the website, I feel I was treated incredibly unfairly and pretty far from what I would expect from any customer service. Throughout the entire process, I felt like I was working with a third party outsourced call center with XXXX accountability to Wells Fargo customers. I never spoke to the same person twice and was unable to reach any individual to whom I had previously spoken to about my case. 

XXXX. To further approve my point, the deny letter mentioned " our research of this claim shows that the funds from the online transfer listed below were used via debit card purchases and electronic debits '', but since the checking account XXXX is already confirmed to be unauthorized, it is clear that any online tractions related to the account should be unauthorized as well, I feel it is clear enough, but apparently it is not clear to the XXXX. 

At end I would like to emphasize that I was a victim of identity theft, and the charges were made without my authorization. I should not be responsible for fraudulent changes of which I had not authorized. Wells Fargo bank should be fully responsible for this. The main issue is that Wells Fargo approved the checking account ( XXXX ) without my authorization, this is the cause of all the post fraudulent activities. It seems that there is a loophole in their security alert system. The loss and unwarranted pressure of customers due to the bank 's negligence and irresponsibility are unacceptable. The event initiated in XX/XX/XXXX, almost 10 months passed, the situation is still not resolved by Wells Fargo which is ridiculous.

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