Consumer complaint received 2022-02-23
Company: WELLS FARGO & COMPANY
State: TX
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, someone located in XXXX, NY opened a checking account in my name at Wells Fargo. They also ordered a debit card ending in XXXX. On XX/XX/XXXX, they called Wells Fargo and transferred a total of {$3200.00} out of my business and personal accounts. {$750.00} was transferred out of the business checking account, {$850.00} was transferred out of my personal savings, {$440.00} was transferred out of my personal savings, {$60.00} was transferred out of me and my daughter 's joint checking, {$1000.00} was transferred out of me and my daughters joint savings, and they somehow used the fraudulent debit card to withdraw {$150.00} from me and my sons joint savings account. They then went to an ATM on XXXX in XXXX and withdrew the other {$3100.00} in 2 transactions on the same day. Prior to calling in and making the transfers they had called in and changed my email addresses, phone number and address on file. They put their address in XXXX on the accounts and had the fraudulent debit card shipped there. I received no notifications of the activity since all info had been changed and Wells Fargo at no time froze my account. On XX/XX/2022 I logged into my online banking and discovered all of the phone transfers out of my accounts. I immediately called Wells Fargo and made claims. I asked how the criminals had been able to make sure a large ATM withdrawal at one time ( one was for around {$2500.00} ) and they told me they didn't know since the limit on the fraudulent debit card was $ XXXX. On XX/XX/2022 I filed a police report. On XX/XX/2022 the {$750.00} that was transferred out of my business account was reversed as they determined that it was an unauthorized transfer. On XX/XX/2022 I call Wells Fargo and the first person I spoke with told me that they determined that I did not open the fraudulent account but they denied my claim. I was transferred to someone else and was told that they denied the claim for the funds transferred out of my personal account because there weren't the " indicators '' that they look for. But the business department found that the transfer was unauthorized and all of these were made at the same time. After telling me that my claim for the personal accounts was denied Wells Fargo told me that I could try to resolve it another way like by filing a police report which was already done. I am now out of {$2500.00} and Wells Fargo is refusing to refund any of my money after determining that I never authorized anyone to open a fraudulent account in my name and the Wells Fargo business department determined that I did not authorize the phone transfer out of my business account. 
Not only has Wells Fargo refused to refund my personal funds, after acknowledging that I did not authorize the opening of the fraudulent account and business transfer, but they have failed to protect my accounts. They allowed someone to open a fraudulent account in my name and have a debit card shipped to XXXX, NY when I live in Texas. They allowed someone to call in and change all of my personal information so that I would not be alerted to any of the activity, and then transfer all of my money out of each account, over the phone, one by one, including the money from my business account and never froze any of the accounts. They also failed to protect my funds when someone was somehow able to withdraw over 3 times the daily withdrawal limit on the fraudulent debit card. Wells Fargo also has access to the ATM footage at the XXXX ATM that was used and can see who withdrew the funds. Additionally, when I closed all of my personal accounts and debit card, I ordered a new debit card. When it arrived it was declined despite me having deposited funds. I called and was told that it was linked to the fraudulent account and that the fraudulent account was withdrawn by over {$700.00}. I am still waiting for a debit card connected to my new account. I have spent hours on the phone with Wells Fargo being transferred from department to department and waiting on hold. I have spent hours on the phone with other agencies including the police and credit bureaus. I have incurred expenses such as ordering new checks and having to borrow money from people since all of my funds were taken.

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