Consumer complaint received 2023-11-20
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Sir/Madam, I hope this letter finds you well. I am writing to file a formal complaint against Wells Fargo concerning their dismissive response to my previous dispute letter and their failure to provide assistance in recovering the funds that were wrongfully taken from me. Additionally, I am deeply concerned about Wells Fargo 's apparent negligence in allowing me to make a cryptocurrency-related transaction without proper due diligence, which ultimately led to financial loss. 
The matter at hand revolves around a transaction of XXXX USD that was conducted through my Wells Fargo debit card, ending in XXXX, associated with my Wells Fargo Everyday Checking account ending in XXXX. These transactions occurred between XX/XX/XXXX, and XX/XX/XXXX, with the payments being made to entities named XXXX XXXX and XXXX. While these payments were initially authorized by me, it is crucial to understand the context in which they were made. 
The payments were intended for services promised by these entities, specifically XXXX, which was believed to be a legitimate cryptocurrency service provider. However, I later discovered that XXXX was involved in fraudulent activities, and the promised services were never delivered. 

Despite my attempts to resolve the issue directly with the merchant, I was met with silence and evasion, leaving me financially compromised. 
As a responsible financial institution operating within the United States, Wells Fargo is expected to uphold the highest standards of customer protection and due diligence. This includes compliance with various regulations, such as Regulation E under the Electronic Fund Transfer Act ( EFTA ), which mandates banks to protect consumers in cases of electronic fund transfers, including dispute resolution and refunds.

Furthermore, Wells Fargo is required to implement a robust Customer Identification Program ( CIP ) to verify customer identities, assess transaction risks, and adhere to anti-money laundering ( AML ) regulations. The bank is also subject to the Bank Secrecy Act ( BSA ), which mandates effective anti-money laundering measures, including due diligence on customers and monitoring transactions for suspicious activity.

Considering these regulations, I firmly believe that Wells Fargo should assume a degree of responsibility when its customers fall victim to scams. In this case, where I was enticed into making cryptocurrency-related transactions without the necessary due diligence, it is crucial for Wells Fargo to acknowledge its role in the matter and take appropriate action. 
In my previous dispute letter, dated XX/XX/XXXX, I meticulously detailed the circumstances surrounding these transactions and requested a refund in accordance with Regulation E. Unfortunately, Wells Fargo 's response indicated that the transactions were considered valid and authorized by me. While I acknowledge my role as the account holder, it is essential to highlight the broader context in which these transactions took place, including the fraudulent nature of the recipient.

Moreover, the response from Wells Fargo suggested that it was not the bank 's responsibility to verify the legitimacy of every transaction, shifting the burden of verification onto the customer. This stance raises significant concerns about Wells Fargo 's commitment to customer protection and neglects its duty to maintain a secure banking environment.

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