Consumer complaint received 2022-12-17
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:
XX/XX/XXXX I received a call with a caller ID of WELLSFARGO, a male on the line had reported to me that there has been unusual activity in my bank account and it needs to be reversed/fixed. I proceeded the conversation with this male that introduced themselves as a WELLSFARGO staff. This male asked for my bank username, phone number, last 4 digits of my SSN. As a concerned customer I released the information and wanted the situation solved. This male continued to state that he will change my password and my password will return to the original password after 24hours. 

XX/XX/XXXX at XXXX I received an email stating that my debit card has been added to XXXX XXXXXXXX to a device name XXXX XXXX. I reported this action to my bank as my name is NOT XXXX and I did not do such action. WELLSFARGO deactivated the card and replaced it with a new one. 

On XX/XX/XXXX XXXX, I received an email from WELLSFARGO regarding a Fraud detection on my new debit card that was made. Transaction XXXX XXXX XXXX XXXX XXXX with the amount of XXXX that was denied and a XXXX amount of XXXX  that was approved. On the same day at XXXX I received a text message regarding the transactions and if I wish to proceed. I DID NOT RESPOND TO THE TEXT. I checked my bank account and noticed that there was XXXX that was transferred from my credit card to my debit card at XXXX. My debit card showing the charge on XX/XX/XXXX XXXX XXXX XXXX XXXX with the amount of XXXX FOUR transactions of XXXX XXXX XXXX XXXX XXXX with the amount of XXXX and FIVE international transaction fee. ( TOTAL OF XXXX  ) I immediately called my bank and reported the unusual activity again. WELLSFARGO staff reported my account being compromised and completely changed my checking and savings account number. Staff reported this new card being under XXXX devices that were not mine. XXXX XXXX and XXXX XXXX. WELLSFARGO deactivated the card that was NEVER in my possession, NEVER activated, NEVER added to my XXXX XXXX WELLSFARGO proceeded with sending me a new card again. WELLSFARGO removed unknown devices ( XXXX XXXX AND XXXX XXXX ) from my account WELLSFARGO staff filed a claim for the unusual activity and to notify all my credit bureaus about this fraud incident. Which I did report to credit bureaus. 

XX/XX/XXXX Received a message that a new card was shipped to me. Fraud Transactions were already made with this card before I even received it in the mail. 

XX/XX/XXXX I call WELLSFARGO to get an update of the claim only to find out that the claim to reverse the transactions were denied as they were authorized. I attempted to explain repeatedly that I did not authorize these transactions that my account was compromised. I then was transferred to a higher up specialist and all this specialist said was, Unfortunately we can not do anything as you authorized these transactions with your phone. I attempted to explain to this specialist that I did not take such action. I have spoke to different WELLSFARGO staff and continuously tried to explain the situation and none did not dig deeper to the situation. This specialist then transferred me to their online services after stating, I can not promise you that they can do anything as I am telling you we can not reverse these transactions. Ive been with WELLSFARGO since XXXX only to receive poor customer service. 
I continued to speak with online services and explained the whole situation again. Staff who I spoke to gave me hope and attempted to help me as much as he could but unfortunately he couldnt do too much in his department and transferred me back to Debit card fraud. Spoke with a different staff about the situation again and filed another claim for these transactions. 

XX/XX/XXXX I call WELLSFARGO to check in with claim from XX/XX/XXXX, only to find out this claim also has been closed. The staff has no explanation to why my claim is being denied so they file another claim. And continuously tell me to wait 10 days. I wait 10 days only to not hear from them until I reach out and call. 

My credit card is still missing XXXX  which I am paying for including the interest charge because the Credit Card fraud department can not reverse the transaction if my debit card has no funds. My debit card still has the fraud transactions of XXXX. All of the information I have provided can be found in my WELLSFARGO account.

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