Consumer complaint received 2022-04-19
Company: WELLS FARGO & COMPANY
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hi, I want to dispute a claim # XXXX. It's come to my attention that while banking with Wells Fargo I have become a victim of Fraud. An unknown person was allowed access to my information and made custodian of my account and facilitated charges in the amount of XXXX . On XX/XX/XXXX if you review my account, I made two transactions in The XXXX area where I live in the amount of XXXX . Within an hour of my last transaction the aforementioned charges took place, and I was not made aware of the custodianship or potential fraud/breach of security that had taken place on my account. 

After speaking with representatives from Fraud claim specialists to bankers, and even in-person visits, all agreed that these transactions were worth evaluating further. My claim was submitted and has since been denied, without any information about who committed the crime and I would like to continue with a police investigation. 

On XX/XX/XXXX I spent XXXX $ on the XXXX, heading to the post office to purchase my passport where I spent XXXX $ where I was recorded and sworn under oath. Within an hour I received a call from my bank who notified me of large transactions that were pending on my account. I was told that a person under the name XXXX XXXX was made a custodian on my account, she continues to ask me if I made a XXXX $ Cash advance from my credit card, followed by purchases from my checking account of XXXX $ to a XXXX XXXX XXXX XXXX, a XXXX # atm withdrawal XXXX XXXX XXXX XXXX XXXX XXXX ATM ID XXXX, and another ATM Withdrawal of XXXX $ at that same ATM. I do not know anyone named XXXX XXXX and I did not verify a custodian on my account. These purchases were not made or authorized by me. She then told me that she would remove the custodian from the account and close down my debit card and credit card accounts, as well as send me new cards. 

Immediately after that call, I received another call from a banker who informed me that the process had not been completed and that I needed to file claims and close down my accounts. He then forwarded me to a claims representative who also informed me that suspicious activity had taken place on my account and that I needed to file an XXXX Fraud Claim # XXXX. Once there I shut down my checking account and created an entirely new online profile/password. I was then told I could receive a temporary card from my local Branch until my new one had been mailed to me. 

The next day XX/XX/XXXX I went to visit my local Branch who then informed me that I had to use a mobile wallet because temporary cards were no longer a service they provided. I was then told by the branch manager who walked me to the atm that there was trouble with accessing my mobile wallet and that I could only make withdrawals from inside the branch. I then sat down with a banker who then helped me access my mobile Wallet after talking with other representatives on the phone. He then informed me that because there was Fraud my new card had been placed on hold, and that I now had access to it. 

That following day XX/XX/XXXX, I spoke with yet another Fraud Claims Specialist to inform them that I wanted to press charges but I had to wait until I was contacted by an investigator. He then connected me to an ATM claims specialist because he noticed a claim had not been made even though transactions were disputed. Once I spoke with the claims officer he gave me Reference # XXXX and told me that a claim would be submitted. 

Monday, XX/XX/XXXX, I went to review my account balance and noticed that XXXX dollars was taken out of my checking account and immediately called customer service to inquire about the charge. I was told that claim XXXX was denied and there was no further assistance I could be provided. I then asked to speak to a Supervisor who spoke to me with hostility and outright expressed that he agreed with the terms of my denied claim being that travel alerts had been made, that correlated with the initial transactions. 

Being that my account was allowed a custodian without my verification or notification I am led to believe that Fraud has been committed on my account. 

During the call that notified me of the initial transactions on my account, the representative made me aware that the custodianship was instated on a phone call with your bank, in the same hour that I was purchasing my passport.

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