Consumer complaint received 2023-06-15
Company: WELLS FARGO & COMPANY
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I am writing to express my great displeasure with Wells Fargo Bank 's handling of my son 's fraud claim and to bring to your attention the improper handling of the matter. I became the power of attorney for my son in XXXX of XXXX, and I promptly reported fraudulent activities that had occurred on his checking account. However, due to an oversight on my part, I mistakenly marked a transaction as valid when it should have been labeled as fraudulent on the form I submitted. 

Upon realizing my mistake, I immediately informed my son, expecting him to contact Wells Fargo and rectify the situation by correcting the designation of the transactions. To my dismay, my son informed me that his claims were denied, and Wells Fargo had solely relied on my original designations of each transaction, disregarding his correction. 

I want to emphasize that the account in question belongs to my son, and my role as his power of attorney was solely intended to assist him during a time when he was unavailable. Regrettably, I was not aware that Wells Fargo would consider my responses as the definitive basis for determining fraudulent transactions and would not give precedence to my son 's input as the account holder. 

Only now do I realize that Wells Fargo has relied solely on my original responses, which I am now informing you were incorrect. I discovered this mistake when the claim was denied, but I believed that my son 's direct communication with your institution would be sufficient to rectify the situation. However, it appears that my son 's correction was not appropriately addressed. 

According to the executive office, my completed form was mailed to Wells Fargo in XX/XX/XXXX. I am writing to inform you that I made an error on this form, and I would like to rectify it promptly. I can unequivocally confirm that every XXXX transaction on my son 's account from XX/XX/XXXX, to XX/XX/XXXX, was fraudulent, with no authorized charges whatsoever. 

I kindly request that you either provide me with the form I initially filled out so that I may correct it and promptly return it to you, or consider this message as a formal correction and an update to my original claim. Furthermore, I would appreciate it if you could reconsider my son 's claim, taking into account the fact that his phone was stolen and broken into during the aforementioned period. He has submitted police reports as evidence of the incident and has verified his unavailability during the time of the fraudulent transactions. 

Given the extent of the fraud on all his accounts and the fact that all the transactions occurred before I became power of attorney, it is clear that I made an honest mistake when filling out the form. By allowing me to correct this mistake, you will enable Wells Fargo to properly process the claim and provide my son with the resolution he deserves. 

I trust that Wells Fargo Bank will recognize the urgency and gravity of this matter and will take prompt action to rectify the situation. I sincerely hope that we can resolve this issue amicably and reestablish trust in the bank 's commitment to its customers. 

Thank you for your prompt attention to this matter.

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 non-monetary relief