Consumer complaint received 2022-04-14
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 my car was broken into where I had my wallet stolen. I reported all my cards stolen. On XX/XX/2022 around XXXX I received alerts about possible fraud activity from my bank, Wells Fargo XXXX I was sleeping at this time and when I woke up around XXXX I saw multiple alerts about unusual activity. I checked my bank account and saw charges I did not make. I turned off my debit card to stop transactions from charging and I called my bank. I was waiting on my physical debit card to arrive in the mail. While I was on the phone waiting for a representative, I went to check my mailbox only to find out that my mailbox was broken into. They had stolen not just my debit card but also one of my credit cards. I explained to the representative what I had found out about my mailbox and explained that my card was active since I also use Apple Wallet but I never received my physical card. She told me that the bank couldn't do anything until the pending charges were posted. She deactivated my card and issued me a new one. I had ATM withdrawals for {$500.00} each from a different bank and XXXX transaction for {$65.00} XXXX XXXX XXXX prepaid card posted on XX/XX/2022 for a total of {$1000.00} not including the service fees for using a non Wells Fargo ATM. I also called the police because of the mailbox broken into and they told me to call the Post Office which I did. I also received an alert from my credit card that my card was trying to be used but the PIN was incorrect. I also called my credit card to issue me a new card due to Fraud. On XX/XX/2022 I spoke to a representative again from Wells Fargo and explained everything to them and told me that they are working on it. On XX/XX/2022 I called to follow up on my claim only to find out that it was declined and closed. I asked why if it is Fraud and it was money that was stolen from me. She said it was because my PIN was used to withdrawal the funds. I told her that no one has my PIN and my PIN was the same as my credit card so how could that be if my credit card didn't go through. I explained that I was sleeping when the transactions happened and I was not lying. She asked me more questions and I told her I had proof of my car broken into, the post office claim. She opened a new claim for me since she said that the lady who made the first claim had put that my card was not active and it has missing information. On XX/XX/2022 I send an email to Wells Fargo claims with screen shots from the post office that they are aware that my mailbox was broken into ; the police report information that I got when my car was broken into ( which was in a different city ) ; and the alert I got from my credit card company to show that my PIN did go through. I never heard back from Wells Fargo so I waited for the XXXX business days to be up and I called again only to have the lady tell me it was denied. I asked if there were surveillance cameras that they could see and compare because it was not me and I don't know who it could be since their finds were that it was I who made the fraud transaction or someone I knew. She then proceeded to tell me I should have gotten a police report to be able to do that. I was upset by the comments she made and I raised my voice because I told her that I had called multiple times to the claim department to see what I can do to get my money back because it was fraud and no one told me to do that. I told her that it had been over a month since the incident and that information should have provided to me to better my dispute. I also let her know that I was the one who asked about sending proof to them and it took three times to finally get their email. I requested for documentation on both claims and that I would be filing a complaint because it is fraud and my bank is telling me otherwise. She proceeded to making a complaint to the bank and told me someone would be calling me with 10 business days. No one called me and I waited before I filed a complained with CFPB. I got a letter of a summary that they declined and closed my claims because it was me or someone I know and to expect a my documentation request within 30 days.

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