Consumer complaint received 2020-01-15
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:
On XX/XX/XXXX I was at home in XXXX, AZ and just got paid from my job. I went into my checking account with Wells Fargo online and was sending my mother money via XXXX about XXXX. 1 1/2hour later I noticed that there was 2 transactions from XXXX in XXXX XXXX, California for {$150.00} and XXXX XXXX for {$150.00}. I immediately called Wells Fargo to file a fraud Complaint. They took my complaint and assured me that they would look into it. I explained to them that someone is using my debit card in XXXX XXXX, Ca and I have possession of my card in XXXX, AZ. I did not feel secured from the phone call so I went inside the Wells Fargo Branch about XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX and I saw the associate XXXX XXXX who was also the gentlemen who opened my account in XXXX XXXX AZ in XXXX. I explained to him the situation and he looked into my account and saw the complaint. He destroyed my debit card ending in XXXX and gave me a temporary card. I went home and researched which XXXX and XXXX the fraudulent purchase was made because their Store numbers were in my account. XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, CA XXXX phone number XXXX. XXXX told me someone bought parts to a XXXX ' XXXX XXXX XXXX and to call my bank. I told them that I am in XXXX, AZ. XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX, XXXX. I called them and they told me to call my bank. I want to let you know that my address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX the bank is only 3 miles away from me in XXXX, AZ. Both of these addresses where the purchases were made are 385 miles which is 6 hours and 32 minutes away XXXX XXXX XXXX in XXXX XXXX. On Tuesday, XX/XX/XXXX I looked into my account and saw that XXXX had refunded {$100.00}. I immediately called Wells Fargo and informed them of this credit from XXXX. Wells Fargo told me that they made the decision to not give me back my {$300.00} and that my claim was denied. I went back to Wells Fargo on XXXX XXXX XXXX XXXX XXXX, AZ and I saw the same bank associate and told them that I was close my account. XXXX XXXX stated, " They did give you your money back? '' I explained to him they didn't. XXXX the Bank Manager came to speak to me and I explained to her the situation and I closed my account. I went home and called Wells Fargo bank because I just could not believe that they did this. They transferred me to the Customer Service Relations. They told me to go back to the bank and have XXXX the associate that gave me the card to call the " Claims Department '' and they should be able to resolve the issue. Around XXXX I went back to the same Wells Fargo on XXXX XXXX XXXX XXXX XXXX , AZ and spoke to XXXX XXXX , and told him what the gentlemen on the Customer Service Relations told me to have him call the Claims Department. XXXX called the Claims Department and they told him that they are sticking to the decision to deny the claim. XXXX the bank manager came to speak to me again and told me that she called the Research Solutions and opened a case number. She stated, " This is a separate department and they will handle this. This bank is suppose to protect its customers. I put my payroll checks and trusted them for over 8 months and they didn't believe me the customer.

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