Consumer complaint received 2019-08-17
Company: WELLS FARGO & COMPANY
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I have been the victim of very serious and life-shattering fraud over the course of 2019 and have spent EVERY SINGLE NIGHT for the last 4 months on the phone with banks, creditors, bureaus and consumer agencies attempting to repair the damage. XXXX and other sources have confirmed that my Social Security Number, Cell Phone Number, Passwords & Emails have all been compromised. I am a confirmed victim of the XXXX and now XXXX XXXX breach- as well as several lesser known breach. Everytime I think I am finally making some headway- either a bank or the bureau decide to continue to destroy my entire families future. 

I apologize for the preface, but this has become quite the exhausting task and if it werent for the future of my family and my hope to see us in the home we were planning on buying 4 months ago when we had credit scores in the XXXX 's before all this began, I would have already given up. 

What I experienced with Wells Fargo was some of the most disgusting and soul-less handlings of a victim of identity theft I have ever seen. Aside from three months of being hung up on, harrassed with overly long and complicated verification checks that involved an 8 team member transfer AFTER I had already successfully verified my code word, numerous calls to their executive branch, having to resubmit documentation ( 2 police reports, an Identity Theft FTC Report, other Supporting Documentation ) over three times via fax, snail mail AND certified letter- I finally received a letter stating the investigation was complete and the fraud was found to be legitimate. 

I wish I could say that this is where my nightmare with Wells Fargo ended- Following the reinstatement of my funds, Wells Fargo continued to play games. They sent me three cards in a row over a months time that did not work- one with a CVV of all zeros and made me jump through hoops and endure another 15 nights/rounds of 5-hour long phone calls in an attempt to regain access to my SECURED CREDIT CARD funds. These are funds that I, in good faith and with the promise of the card turning into a secured card within a year ( THREE YEARS AGO UPON OPENING ) deposited as a means of building credit, were being held XXXX at what I can only imagine was a running joke and the head office. 

During one of these 5-hour phone calls one of their reps " accidentally '' permanently turned off my brand new card which resulted in another week of waiting for the third XXXX. It was all truly unbelievable. From a dispute that began at the end of XX/XX/2019 to XX/XX/2019, I had finally received a working card and access to my funds. I made several payments and the card remained in good standing until XX/XX/XXXX. 

On XX/XX/2019 I received a voicemail stating that a fraudulent transaction was attempted and to call to verify transactions. It turns out that multiple fraudulent transactions had occurred and thankfully were blocked. Meanwhile, I continue to receive them on some of my other credit cards. On XX/XX/XXXX I happen to check my accounts just before going to bed at XXXX and was horrified to see that Wells Fargo had reversed all of the credited back money that was stolen and overdrew my account by {$330.00}. 

Without even so much as a phone call, which after plenty of months to research, I am aware is a complete violation of the FCRA, they stole my money all over again like a thief in the night. When I called they hung up on me twice and then told me the fraud team was not in, however, it was strange as after again successfully providing them my codeword and answering all 15 other identifying questions successfully, the rep told me he had to bring fraud on the line to verify me before he could do anything. The Fraud Department ... that was there right now mind you- He patched a Fraud Rep in and I attempted to get some sort of answer but she cut me off- didnt even perform a verification and told the other rep to take me back. 

My credit reports and consumer reports are all frozen with fraud alerts on them. My family has to live in an 800 square foot apartment as were not able to secure our dream home due to our lives being stolen and Wells Fargo continues to try to steal my SECURED XXXX dollars and now is somehow claiming I owe 2 twice that amount. All phone calls have been recorded since day one and can be provided- they truly are just disgusting displays of a misuse of power andtotal disregard for our laws.. let alone completely lack any human empathy. I am truly in disbelief. I a writing the CFPB in hopes that you will hold them accountable for their actions- even if their isnt much that can be done for me- this has got to stop for hardworking families. I will now have to spend XXXX knows how long being hung up on and explaining and reexplaining and mailing and faxing to get my XXXX dollars back and will now forever live in fear that they will just take my money again. I hope the CFPB can assist. Thank You. 

With that said, I received a voicemail on XX/XX/2019.

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