Consumer complaint received 2023-09-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
With Wells Fargo, I had started with a card number ending in XXXX, which was fraudulently charged XXXX transaction {$80.00} in XXXX XXXX. I eventually was provided digital access to a card ending in XXXX. From what XXXX aware of, my phone is the only phone that had access to this digital card. While waiting for this physical XXXX card, there were more unsolicited charges for various transactions of {$2100.00} in XXXX. I had interacted with Wells Fargo, asking for a new card again, submitted a fraudulent claim, etc. I made sure to not give them access to my digital wallet this time because I did not want to risk my security again. I had eventually received my current card ending in XXXX and mostly keep it off/frozen/locked when I don't need to use it. 

Recently, I have received resolution of your claim, in which they state they have closed the claim and will deduct/reverse the provisional credit on XX/XX/XXXX based on their conclusion and the assumption that the fraudulent charges were made with my permission. Wells Fargo has failed to give me my {$2100.00} back in recovery for unsolicited charges on my card ending in XXXX. And now I have to investigate myself and file a police report ( XXXX ) just to prove that I did not give permission for anyone to open such account. I have given them clear evidence that I was not present in the location of the fraudulent charge, nor was it possible for me to provide anyone information of the digital card XXXX Wells Fargo themselves had connected through my XXXX wallet and only through my XXXX wallet. I am here to provide evidence and my side to the claim in which {$2100.00} was stolen from me in XXXX while I was in a completely different area ; XXXX XXXX. 

On XX/XX/XXXX, I originally had a fraudulent charge attempted on my card ending in XXXX from a XXXX XXXX in XXXX XXXX, but was immediately reversed/declined. Worried, I spoke with a representative and asked for a new card to be delivered. As I wait for the new physical card to be delivered, Wells Fargo provided me contactless payment through my XXXX wallet, the new card ending in XXXX. So while I was waiting for my card, I was able to use the tap/contactless payment through XXXX and XXXX. I didnt think that anyone would have access to my new card but me. 

While went out on a date with my boyfriend on XX/XX/XXXX, someone attempted unsolicited charges on my new card ending in XXXX in a XXXX ATM for XXXX dollars, a XXXX XXXX for XXXX, and XXXX for XXXX. This totaled to be {$2100.00} of fraudulent charges. Not sure how they had access to it. I have other cards In my digital wallet that were not accessed. These unsolicited charges made on XX/XX/XXXX were approved on XX/XX/XXXX. After contacting Wells Fargo about the charges, I was offered XXXX XXXX of the {$2100.00} as they investigate. 

For a while, I did not have the physical copy of my new card ending in XXXX only digitally through tap. And these fraudulent charges that resulted in {$2100.00} being stolen occurred before I received the physical copy of the new card ending in XXXX. The only other way XXXX couldve accessed my bank besides the digital card, was through my XXXX. I have evidence in my XXXX history that none of those fraudulent charges occurred through XXXX. I also have evidence through my Wells Fargo statements that the fraud XXXX ATM, XXXX XXXX, and XXXX charges specified that they were charged through XXXX. 

In between the first fraudulent {$1000.00} and the second {$1000.00} that was taken away from me, through the XXXX XXXX XXXX only card ending in XXXX, I was at XXXX XXXX in XXXX XXXX and Round XXXX in City of Industry. Attached to this is the proof that I was NOT in XXXX authorizing those ATM withdrawals through the only digital card in my only digital wallet I have on my phone. It consists of my XXXX XXXX Receipt on XX/XX/XXXX, and the order in which I saw the transactions occur/were pending ( on the Wells Fargo XXXX XXXX it says it was approved XX/XX/XXXX, the same day the fraud charges in XXXX were XXXX ). 

Also attached to this is the resolution letter I received from Wells Fargo stating that the charges were made through my permission. I had already provided evidence that I was in a different area when the fraudulent charge happened and that I only had access through my digital phone. How could I have given someone permission to use my card when Wells Fargo themselves only gave me permission for the digital access through my XXXX wallet, and when I didnt even know the rest of my card number as I did not receive the physical copy of this new card ending in XXXX? Without the physical copy, how could I have given the information to someone for them to access an ATM in XXXX? Did they give someone else access to my digital card? Did someone hack Wells Fargo to receive the card information for XXXX that even I did not have any knowledge about? Am I a victim of identity theft? I know they didnt hack my XXXX XXXX because the charge in my transactions specified it was accessed through the ATM through the card ending in XXXX. Also I have evidence of my XXXX history as well. 

I do not understand what is going on with Wells Fargo, I have provided them all the information that I can, they have all the information in their system, and they know they are accountable for giving me digital access to the card ending in XXXX. They have the address of the ATM in XXXX where {$2000.00} was stolen from me, why do they not take it upon their team to do police investigation and find out who stole that money from me? How incompetent does a bank company have to be to not provide police assistance when it comes to theft? I want my money back and Wells Fargo is doing nothing to protect me nor to solve this issue. Whoever stole {$2100.00} from me someway somehow had information of the digital card that I did not even know the complete card number for. 

Wells Fargo is responsible for their false conclusions and not investigating properly. Is it that hard to track the cameras of the XXXX properties on the days that I was stolen from? They have all the information in their system, such as the branches and locations of theft took place, the date and time of the activity of the theft as well as when my cards were delivered to me.

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