Consumer complaint received 2019-02-02
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am filing this complaint based on the unfair acts, under UDAAP, taken by Wells Fargo ( WF ) as well as potential Elder Financial Exploitation of someone inside WF based on my age. Georgia law considered someone 65 and older and elder. 

On XX/XX/XXXX, the day my SS check went into my account, I went to my Wells Fargo branch on XXXX XXXX. XXXX, GA. to  get my rent money. This is done every month around the same time and can be validated based on account history. I went up to the teller, XXXX, whom I know. She told me I had no funds. She showed me a copy of my activity which showed a negative balance. Then I was handed a copy of what looks like a US Treasury check dated XX/XX/XXXX in the amount of {$2400.00} that was deposited in to a XXXX account with my non-legal name. This is unusual since prior checks use my legal name. It was done electronically. This fake check was returned to my Wells Fargo account so when my real Social Security check for {$1200.00} came in it was taken to cover part of the fraudulent check and left my account in the negative. 

I asked XXXX what to do. I was told to give XXXX ( works at bank ) my debit card and they would issue a new one. My account was not closed. Then I started calling Customer service at Wells Fargo to get some help. I can not tell you the number of call I made as there were so many and they were all no help. I finally reached a man, XXXX, at Wells ' Lose Prevention line. He told me he was the last of the rope. He put me on  hold several times and when he did finally tell me what was going on was " really bad ''. He asked if they closed my account ; told him no, they took my debit card and were going to open a new account.. He then opened a new account with new Password and PIN number. Told me I would receive my new card in about 5 days. 

Problems did not stop. They seemed to get worse. I had no money for bills or food for XXXX. In XXXX it got worse. 

On XX/XX/XXXX 2 checks from XXXX XXXX XXXX XXXX XXXX were deposited into my account totaling {$1300.00} and another one on  XX/XX/XXXX for {$790.00}. This was done by Mobile Deposit. They are signed with my name. I do not know what this company is or have anything to do with them. All of these returned checks are adding up while people are cashing them before they are returned. 

On Thursday, XX/XX/XXXX a friend went with me to the Social Security office. They have removed anything associating me with Wells Fargo and will be sending me paper checks. We then we went to the Wells Fargo XXXX, XXXX. branch to talk to them again. We spoke with XXXX XXXX. He printed off my account history back to XX/XX/XXXX. Not only were there those 2 " Treasury " checks and the 3 XXXX XXXX XXXX XXXX XXXX checks but on XX/XX/XXXX at the XXXX in XXXX my debit card was used to make a purchase of {$800.00} and at the XXXX in XXXX, {$800.00} the same day. 2 days later there was a Cash eWithdrawl in Branch/Store XX/XX/XXXX XXXX XXXX XXXX '' and {$800.00} was taken out of my account by a person ; NOT me. Then my friend asked, that will be on video, correct? '' XXXX said yes. When my friend asked to see video we were told only the police can request that and the video is not on the premises.

When I got home that day I had a letter from Wells Fargo Claims Assistance Center stating, We have completed out research of your inquiryBased on the information available to us, and because the transactions were made using your card and Personal Identification Number ( PIN ), we found it was made by you or someone who had your permission. Please consider your claim closed. This was signed by the Senior Vice President of Claims Assistance center. I have been calling and going to the bank since XX/XX/XXXX about the things going on with my account. All they did was give me a new ATM card. They never closed my account or suggested it. How is this my fault? I have never given my Debit card to anyone. 


I did make a XXXX XXXX Police Report on XX/XX/XXXX on advice from friends. The case number is XXXX. I have not informed them yet of the new information about the inside withdrawal. That is my next step. 

At this time I am requesting all documentation used in the investigation of this fraud as well as a picture of the individual at the teller window conducting the transaction in the branch on XX/XX/XXXX. Based on the number of unusual transactions it is clear that Wells Fargo has insufficient fraud monitoring controls in place to detect these types of unusual transaction patterns. Additionally, Wells Fargo personnel did not take the necessary steps to close this account along with sending a new card when it was clear that someone had gained access to this account. 

I expect this matter to be resolved as soon as possible and the funds returned to me that were taken. 

** I have my Account History back to XX/XX/XXXX with 3 more deposits totaling {$3700.00} between XX/XX/XXXX and XXXX that I did not make. They were all mobile deposits. There was a {$300.00} ATM Withdrawal from that branch on XX/XX/XXXX that I did not make. There were 6 Purchases made beginning XX/XX/XXXX to XX/XX/XXXX for {$3500.00} from 3 local stores within 1 mile of the bank branch. **

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