Consumer complaint received 2020-03-07
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:
On XX/XX/2020, I flew to XXXX, Florida for a short vacation from XXXX XXXX XXXX in XXXX, NJ. I was there from the XXXX and was to fly back on XX/XX/2020. 

While in XXXX, I used my card precisely once at XXXX XXXX. This was on XX/XX/XXXX, and the transaction of {$38.00} was still pending. The transaction was approved and completed two days later on XX/XX/XXXX. I received delivery of my food at the hotel and the delivery person had a hand held reader for the transaction. 

On XX/XX/XXXX, at XXXX XXXX, I received a call from XXXX, the Wells Fargo number after entering XXXX XXXX XXXX XXXX XXXX. The caller wanted to confirm if I had made a series of transactions and if he should authorize them. He recounted a XXXX XXXX  purchase of over {$1000.00} in XXXX XXXX, CA earlier in the day, as well as withdrawal attempts of cash from the ATM in XXXX, GA ( three attempts in total-the first two denied and the third went through ). I vehemently told him that those were not my transactions and that I wanted to file a claim. He stayed on the line for 18 minutes from XXXX XXXX  to XXXX XXXX  and then the call dropped. I expected him to call me back immediately as we were in the middle of a claim and he did not. 

I tried logging into my online account for the first time on that day and was denied access because there had been too many login attempts. 

Two minutes later at XXXX XXXX, I called the same number XXXX. That call lasted 54 minutes. 

I spoke to a representative and I recounted what happened within the past 30 minutes and I informed them that apparently that a claim had been made. They told me that it was not visible on their side. I told the representative about the charges and she told me that I had been called earlier and had confirmed the charges. I told her that I had only received one call within the past 30 minutes and had denied that those were my transactions. I asked her when the call  happened and she said that she did not know but it has happened that day. I told her that again Im disputing those transactions and would like to file a claim. She transferred me to the claims department where the representative there questioned my integrity. She said she would have trouble filing the claim because the transaction was an ATM withdrawal that would have required my card and my PIN number so it had to have been me. I asked her how I could have been in XXXX XXXX, CA, XXXX, GA, and XXXX, FL all on the same day and she said that I must have shared my information with people in those cities. I did not take kindly to her accusations and insisted on filing a claim. I was on hold with the department for about 8 minutes in all and she gave me a claim number. I was also transferred to the online banking department where I suspended my online banking as I could not access it. 

The next day, on XX/XX/XXXX, I took a flight back to XXXX, NJ. On XX/XX/XXXX, I entered a Wells Fargo branch by XXXX XXXX in XXXX XXXX XXXX. I recounted my story and had help setting up online banking again with both a banker and assistance on the phone. I created a new username and password. The banker also ordered a new card. I was informed that the claim was still open an that it could take anywhere from 10 to 90 days to be resolved. 

My new card arrived on Monday, XX/XX/XXXX and I walked into a branch in the XXXX neighborhood in XXXX on the same day, to activate my card. I wanted help activating the card and also any status updates on my claim. I was able to activate my card, change the PIN number, and the banker advised me to waive Overdraft Protection as to not incur unnecessary fees. He was also able to reverse a number of fees I had incurred from the transfer of funds triggered by the unauthorized withdrawal. The banker also included a recurring daily transfer of {$1.00} starting on XX/XX/XXXX. The claim was still open as of that day. At the end of my visit, I asked the banker if I should cut up my compromised card and he advised me to. He handed me the scissors on his desk and I cut up the card and destroyed the chip as well. I asked if he could discard it for me. 

On XX/XX/XXXX, at XXXX XXXX, the banker from the XXXX branch called me and informed me that they had credited my account on the fees hed worked on. I asked him if he could inform me on anything with the claim and he said he could not and that at this point it was a waiting game until the investigation was finished. 

On XX/XX/XXXX, at XXXX XXXX, the Wells Fargo Debt Collection team called me. They asked me if I would like to make a payment to clear the debt on my account. I informed him that I do not have a debt on my account and that I filed a claim with the fraud and/or claims team. He then asked for my claim number as it was not reflected on his side. I provided that and then he said he would do a warm transfer to the fraud team. He apparently explained my situation to them and I was transferred to XXXX. She asked for two to three minutes to review the details on my claim and then informed me that they had denied my claim. I asked her on what grounds and she replied that they determined there was no fraud. I asked her if they had security footage of the ATM withdrawal and she did not answer me. I reiterated that I wanted to understand what triggered the denial and she told me that I can escalate it if I did not like the outcome. I replied that I would like to do that. She then transferred me to a resolution specialist. The specialist asked for two or three minutes to review the details of my claim. She looked over some details and said that she would go ahead and credit my account the monies from the withdrawal and also reopen the claim. I asked her what they needed from me and she replied I could file a criminal complaint with the police. When the police were conducting the investigation they could call the legal team at Wells Fargo to receive any footage.

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 monetary relief