Consumer complaint received 2022-03-22
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
XX/XX/2022 someone has open a checking account online with Wellsfargo under my name. They transfer out {$25.00} from my account to the account that they open. It was such a low amount and I was out of town visiting my family so I didn't notice. 
XX/XX/2022 there was a tele-transfer from my account to the fraud account {$5000.00}. I call Wellsfargo same day to clarify that I did not make the transfer nor have open the account. Wellsfargo said they will freezed the fraud account. 
I received a mail from Wellsfargo dated XX/XX/2022 that all activities on fraud account is froozen Received a letter from Wellsfargo dated XX/XX/2022 that the resolution for the {$5000.00} is consider authorization therefore the case is closed. 
I went to Wellsfargo branch XX/XX/2022 with the letter and spoke to the banker regarding to I did not open the account nor make the tele transfer. The banker look at my account and saw that the account was open online, debit card is sending to XXXX NY and XXXX withdrawals were made in XXXX FL. He then called the fraud department and asked to be re-evaluated. 
A banker called me XX/XX/2022 with case number and said they will give resolution by XX/XX/2022. 
During the wait time I logged in to my online account and go thru unread messages from Wellsfargo. I saw that someone has change my email in my online account without my knowledge therefore I never receive any notification. The XXXX address also were added on there. 
XX/XX/2022 I went to the branch again to speak to a banker about the resolution. He said they will stick with the decision, it wasnt a fraud because its my account. I spoke to the manager at the branch and he said the same, he has to follow his higher. I asked them if I open the account how come when I log in to my online account I never see that fraud account on the menu? They answered sometime you have to manually add it on. I asked them for the print out of the fraud account and the account number so I can make a police report. They provided me with the account activities of the fraud account and an affidavit for identity theft. 
I saw on the account XXXX withdrawls. 
1. {$1000.00} XX/XX/2022 in XXXX FL 2. {$2400.00} XX/XX/2022 in XXXX FL 3. {$1000.00} XX/XX/2022 in XXXX FL . 
Ive called Wellsfargo right after I saw the fraud tele transfer to report fraud transfer and non authorization of the fraud account on XX/XX/2022, but the theft can still withdrawal XX/XX/2022. 
I also saw the message in my online account that Wellsfargo sent out another debit card to the XXXX address XX/XX/2022 which is more than a week of reported. I feel very disappointed of how the bank is handling things without seeing any red flags. I am disappointed on their decision of fairness consider I have banking with them almost 20 years.

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 non-monetary relief