Consumer complaint received 2023-03-13
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, {$700.00} was fraudulently taken from my Wells Fargo savings account. I immediately called to report. Was given a Case number On XXXX XXXX, I received an email from Wells Fargo stating there had been a {$1000.00} deposit made into my checking account, but because they 'could not find the account ', they took out {$1000.00} plus a {$12.00} service from my checking account. ( I never made such a deposit, nor was there a deposit shown in my account. ) I again, immediately called to report. Was give another Case number For the following week, I called to check on status of these fraudulent activities. I also emailed a local Wells Fargo banker, who made a call on my behalf. Supposedly this call 'expedited ' the claims, but that did not occur. I also sent an email to the Wells Fargo Board of Communications, and received a form letter back. 

Friday XXXX XXXX, I noticed the {$700.00} was deposited back into my savings account without an explanation as to where this occurred or how. I called WF to ask them to please let me know, but they did not do that. 

On Monday, XXXX XXXX, during a call, I was given the name of a XXXX XXXX, as the person who was my 'case specialist '. I called his number, XXXX, to check on the status, but was told it would be another 10 days. 

On Tuesday, XXXX XXXX, I received via my home mail, a copy of the {$1000.00} check in question, from Wells Fargo. It was a check that was clearly not my signature, and names who I did not know at all, and a bank I did not know. 

Wed., XXXX XXXX I again immediately called Wells Fargo to report I had received this check in the mail. I was on the phone for 1 hour and 42 mins. During this call, I was told that the case was 'closed ', and that the notes said I needed to contact the people on the check. I again insisted, this was a fraudulent activity, and I have no idea who these people are, nor is my signature mine. At THIs point, a hard hold was put on my account, and a NEW number was given. 

Thursday-called XXXX XXXX Police Department to file a report, and set up an appointment in the local WF branch with the hope of getting this situation resolved. 

Friday, XX/XX/XXXX, -called WF again to get a status. At THIS time, I was told the previous numbers were closed, and was given a NEW number, yet again! 

Monday, XX/XX/XXXX, -received an email from XXXX XXXX XXXX with two NEW case numbers, stating he was still working on the case. 

Sat., XX/XX/XXXX, met with police officer and gave him evidence of the copy of the check, pictures of the transaction where WF took out {$1000.00} from my account due to a fraudulent transaction. Looking at my drivers license signature he saw several instances confirming it was not my signature on the back of the check. He is also reaching out to WF, but is not hopefully due to their dealings with WF in the past, and that they are a difficult bank for cooperation. 

I just called again this morning for a status update, and there is NONE! I am absolutely at my wits end as to what to do. I have been a victim of Wells Fargo fraud for a month, and all I get when I contact them is the run around, new numbers, and a total lack of willingness to speak to me. XXXX XXXX has not returned either call I made last week, even after leaving voice messages, asking him to please call. This is {$1000.00}. XXXX out of my checking account ... my bill paying account, and I am without it for a month!! Totally inexcusable.

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