Consumer complaint received 2023-02-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX or XXXX I had gotten a notification on my phone at XXXX saying 1 check had been deposited to my checking and another to my savings, the amount of the two different checks were {$1500.00}. The emails stated those checks were being held, but in my checking and savings, {$400.00} were processed from those checks. I immediately called my bank stating that none of those transactions and deposits were me. When i opened my banking app it showed i was negative {$3000.00} but negative {$2200.00} in my checking and around negative {$800.00} in my savings. I had spoken to the fraud department about this situation and they gave me a time period to wait until the claim can be investigated. I called again on the 7th business day to the fraud department asking for an update on my accounts, they had confirmed that my accounts had been breached into and been tracked to virginia, I am in California. I had asked the fraud department for a lost stolen transfer account and it was granted, creating me a new checking and savings account. When I realized I can open my account on the banking app again I saw that I was still negative the total of {$800.00}. I had a total of {$210.00} in my savings before this chaotic mess but they deducted that. 

I also had {$83.00} in my checking before they deducted that as well. I had talked to escalation team regarding this situation because nothing was getting done and I was just going in circles. Finally, after talking to escalation team, I was talking to a man named XXXX. He was stating that it was my providers and phone issues fault on why this XXXX  transaction went through. He was stating that my phone had gotten hacked into but he was still strong on me authorizing me making those transactions on XXXX. He stated to go to XXXX to get my phone checked out, my phone was perfectly fine. He then stated to tell me to go to the XXXX  store to check my phone to see if I had viruses on it, XXXX says that there was no breach on my phone, once again no issues with it. I have been called by different employees from my bank asking me if I made these deposits and transactions and the answer stayed the same.NO. They proceeded to say on all the phone calls saying what do you mean you didn't do these, it's in your name. I proceeded to say that I understand it's in my name but it is not me! I feel like the way these people are asking me makes me feel like a criminal for something I didn't even do, after they admitted it was fraudulent. I then proceeded to file a report at the police station to reopen my claim. I just can not believe I have to leave a paper trail to prove my innocence when I'm in California and it was confirmed that this person was in XXXX. The police report claim number is XXXX and the responding XXXX is XXXX. Can be reached from XXXX mon-fri XXXX  XXXX.

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