Consumer complaint received 2019-09-05
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, at approximately XXXX, I noticed that unauthorized withdrawal of {$950.00} was made as well as and unauthorized deposit of {$780.00} via check and withdrawal of {$680.00} were made. Upon my discovery, I instantly called Wells Fargo customer service to report the unauthorized transactions. The next day I called the customer service line again because the transaction had posted, and spoke with XXXX. XXXX escalated the issue to his manager XXXX, who placed a freeze on my account and fraud alerts on it as well. On Monday, XX/XX/XXXX, I went to my home Wells Fargo branch, XXXX location, and spoke with personal banker, XXXX, and the branch manager, XXXX. I presented both of them with transaction photos of the fraudulent check and deposit slip that I printed from my online banking transaction history. Both, XXXX and XXXX, easily identified that the signatures on the check and deposit slip did not match my signature on file or my name on the account. XXXX proceeded to call the fraud department to see where the status of my claim ( s ) were and found out they were incorrectly filed and assigned to 2 different people. After XXXX addressed the incorrect filing, he then requested that the same investigator be place on the claim ( s ) because the fraudulent transactions happened at the same time. XXXX looked up the branch location and called the branch manager to see what happened at the location to give me some insight. XXXX and XXXX both agreed that there was major negligence on the tellers part at that location to have let that transaction process. Not long after I had left the XXXX XXXX, Wells Fargo Fraud investigator, XXXX, did call me and left a voicemail. I did call her back the same day and left a voicemail for her. On Thursday, XX/XX/XXXX, I gave XXXX a call again because I had not received a call back from her. XXXX proceeded to ask me if I had anything stolen from me or did I lose anything, which I told her no. From there XXXX told me that 2 forms of identification were provided and that if nothing was missing, how could someone have my information and then impersonate me? I informed XXXX that I was at work all day and I had video footage to prove that I had never left the property and I am sure that this is video footage inside of the bank to show that it was not me. XXXX response was there sure is, but if the person had 2 forms of identification and answered the security questions, how could they have obtained that information if I were the only one with access to it?. XXXX then proceeded to ask me to confirm again that I stated nothing was lost or stolen as well as that I am the only person who would know the security question answers, which I said yes to both. I informed XXXX that my signature is on file as a security feature, and the signatures on the endorsed check and deposit slip do not match the one on file, and that was verified by the branch manager and personal banker at the XXXX location. XXXX told me that signatures change all of the time and it doesnt prove anything. After that, XXXX said that I would have a decision from the bank within 5 business days. After the phone call, I filed a police report with the XXXX Police Department because I felt the matter wasnt being taken seriously and that the Wells Fargo investigator was implying I was committing fraud against myself. On Saturday, XX/XX/XXXX, I discovered another withdrawal from my checking account in the amount of {$700.00} from inside a different Wells Fargo Branch. After the discovery, I called the Wells Fargo customer service line and the Wells Fargo investigator to report the fraudulent charges. However, I have not been able to get in touch with XXXX since our initial phone call. This lack of communication and lack of security has caused me to be unable to pay my mortgage, depleted my entire savings account because the fraudulent check was returned, and has placed several overdraft fees on my accounts. I have given this information to my attorney and Detective XXXX with XXXX XXXX XXXX Investigative division to pursue action against this.

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