Consumer complaint received 2023-06-09
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Im going to be very detailed
On XXXX  I was driving and briefly checked my email at a red light and saw numerous emails from Wells Fargo that my card was declined without even opening any which wasnt right. I immediately started calling WF, checking my purse for my card, and at some point started looking at my account. My debit card wasnt in the top small pocket I keep it in or anywhere else in my purse and the system said there was just over XXXX  in my account which was way off from where it shouldve been so I started reporting this while finishing driving home and feeling like I was going to literally be sick and scared is likely the best word to describe it. I confirmed with the representative that my pin was needed for this to occur, the ability to withdrawal so much in a day and at some point asked what atm this was taken from. During this call I was asked additional questions about MY handling of the card and account information. I was even transferred again to discuss digital banking to someone else who just asked me similar questions. One question in a series of questions was if I shared my pin with anyone which I replied no to and I specifically remember ALMOST backtracking to notify them my daughter actually did know my pin but that it couldnt have been her because she had already left for XXXX and would not have done this. I honestly cant say why I didnt clarify this but as stated I was driving in rush hour traffic, I literally felt like I was going to throw up or start crying, and I knew she was well on her way out of town the last time I knew I had physical possession of the card and quite frankly likely didnt feel like explaining all that since it was irrelevant to this major issue and I know I just wanted to be done with the call and digest what happened and think or calm down..I was distracted during the call thinking about how this happened, a big portion of rent was now gone, trying to remember something about when I went to the ATM, how I was going to say something to my daughter..I was overwhelmed and leaving that out was completely unintentional. 
The incident occurred Fri XXXX. That day my daughter was leaving and wanted to get money from my account so I checked the mail for a replacement debit card I was expecting and activated the card in the app. My daughter went to the atm and came back stating she wasnt able to pull the money but was leaving anyways because she was already running late. Later I checked in my WF app to be sure I activated the card and saw my card was off so I turned it to on. A bit later I went to the atm to withdraw money to be sure the card was functioning and took XXXX out and thats the last time I knew I had the card.
My daughter started a nanny job recently and her bank held her first check for around 3 weeks stating they had fraud with nanny checks so my daughter has had her pay sent to my account through XXXX I believe 3 times and shes paid weekly. She was set to be off the week of XXXX and she was unexpectedly paid for that week off along with her previous pay so her pay was double what it normally is. This matters because part of the theft occurred on XXXX and I sent my daughter XXXX on XXXX through XXXX and didnt notice money had been taken. I doubt that I even looked at the account balance at that time because I only realized I sent money after money was taken during the call with the WF representative and discussing the transactions I did know about and was surprised by that. I ALSO didnt realize the amount my daughter was paid either when I activated my card and then again when I checked to see why she had an issue at the ATM. I focused on the reason I accessed the app, not to check my account balance and this is VERY typical for me because Im always multitasking. Its because of that and my daughter receiving more than expected that I believe I didnt even notice an issue. 
It was also stated other reasons the claim was denied was because of location and withdrawal history of large amounts: I was told the withdrawals were made at the same ATM I last used my card so Im assuming thats where someone got and then used my debit card. Ive got no clue or guesses about my pin being used because I verified when making the claim that the pin wouldve been needed. As for large amounts being taken out Im not clear if thats because I stated I thought my limit was much lower than it actually was but I assume so. My daughter having her checks deposited and withdrawing the money would explain that. Additionally, I had a WF account a couple of years ago and for a few years and I withdrew money more frequently back then. I remember the limit was XXXX andI believe the same is true of my Mons account and she has been with WF for well over 10 years. I assumed that was still the case and was surprised XXXX could be taken out in one day. In retrospect my daughter has taken out more than that on I believe 2 occasions but I guess I never gave much thought to the amount she pulled out at one time and had no reason to ask. I also dont believe Ive personally withdrawn any large sum since opening this account. 
Ive obviously told a few relatives about this incident and mention that I had just gotten that debit card and hadnt even signed the back yet. Im concerned that claim history was used to justify this denial. Ive had two previous issues that required a claim. I bought a mirror on eBay that I returned, the seller didnt refund me, and XXXX said they wouldnt help because I didnt notify them when I shipped the item back. I explained there was nowhere in the process of doing the return I was told to and was told to call my bank so I did. The other claim was because I had charges from apple I didnt recognize. I actually XXXX it and my interpretation was that unrecognized apple charges isnt uncommon and the money was returned and the card closed. XXXX is a LOT of money to my family right now. I did not take the money. I do not know who took the money. I did not authorize this money being withdrawn. I wouldve been more than willing to provide clarification on any questions that arose and I notified my bank within minutes of seeing any issues, my situation is unique due to the circumstances mentioned above and my daughter needing to temporarily use my account. I explained most or all of this and was told my claim will remain denied due to WF procedures or policies and this is unacceptable.

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