Consumer complaint received 2018-11-29
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On or about XX/XX/XXXX, I, XXXX XXXX, flew to XXXX XXXX, XXXX, to visit my girlfriend and to later travel to XXXX XXXX to attend the XXXX XXXX XXXX XXXX. 

When I arrived on or about XX/XX/XXXX, at the XXXX XXXX XXXX XXXX I went to the ATM to withdraw XXXX from my Wells Fargo Checking Account XXXX using my Wells Fargo debit card. There were many ATMs standing next to each other. I chose one that had nobody standing in front of it at that time from XXXX XXXX. I put in my PIN and proceeded to withdraw money. While I was withdrawing money I noticed another person waiting in line very closely to me, behind me, which made me feel like I had to rush and made me uncomfortable. I withdrew the equivalent of {$150.00}, as shown on my bank statement and appears with the dates XX/XX/XXXX under the description : " NON-WF ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX / XXXX XXXX XXXX XXXX ATM ID XXXX CARD XXXX. '' According to my bank statement, a second transaction was made right after mine, for the same amount at the same ATM. I did not authorize this second transaction and suspect that the person behind me somehow executed this transaction right after me. 

I then called an XXXX ( information attached ) and got a call in the car while with the XXXX driver from Wells Fargo fraud department asking me if I authorized a transaction and I said yes. I did not know that there were two transactions of the same amount. I am guessing that the fraudsters probably did this specially in order to have me approve the transaction. The other option is that this transaction was simply erroneous by the XXXX ATM or Wells Fargo and that my card was stolen later, which I will proceed to next. 

I then asked the XXXX driver to take me to two places on the way to the XXXX I was staying at. I paid using this cash and my XXXX credit card. I am attaching my XXXX info and also the XXXX card statement so that you can see that I was not at those places that the charges were made. 

A few days later, on or approximately XX/XX/XXXX, I look at my card statement and see that there were many, many, fraudulent and crazy charges for XXXX and places in XXXX for {$740.00} USD. I filed a claim with Wells Fargo for this second ATM transaction and all of the other charges made using that debit card. They did not want to credit me the funds during the investigation after I asked them multiple times to do so! 

Then they denied my claim without contacting me with an investigator or anything, like they wouldn't care! I called a claim representative and she said that there were inconsistencies in my story and that there were no failed debit card PIN attempts on it and that they denied the claim! But I clearly explained to them that the card was stolen and that I assume they must have seen my PIN number at the airport when I was putting it in or somewhere else and that these charges are not mine! I even have proof that I was in an XXXX and then checked into an XXXX and that I was using my XXXX Card the whole time in other places ( attached ). 

The XXXX driver went to two places with me before he dropped me off at the XXXX and I tipped him for helping me. We went to a store to buy XXXX and then to a superstore to buy candles. His name is XXXX and his phone number is XXXX XXXX XXXX XXXX I checked into the XXXX that same day. The host 's name is XXXX and his number is : XXXX This is ridiculous and Wells Fargo needs to return my money to me immediately!

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