Consumer complaint received 2022-01-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have a bank account with Wells Fargo which has been hacked five times already. The bank has recognize their error in three times and have fully refunded my money, but still they did not accepted two of this situations in which I was stolen a total of XXXX. 

I opened an account with Wells Fargo to securely save my life savings, I dont know how to use internet, therefor I never buy online, neither I have ever typed my bank information into a website, for this reazon I asked the bank to send me each month my bank statement in paper to my private addres. 

There were several times in which the bank statements dont arrive and I must goo to ask in person since I dont have the knowledge to use a computer to chek online my savings. 

Exactly when the bank does not send the bank statement is when my bank account has been hacked and used by unknown people. 

XXXX XXXX Wells Fargo did not send my bank statement and my account was hacked with XXXX dlls, which was reimbursed. 

XXXX XXXX Wells Fargo did not send my bank statement and my account was hacked with XXXX dlls, which was denied by the bank. 

XXXX XXXX Wells Fargo did not send my bank statement and my account was hacked with XXXX dlls, which was denied by the bank. 

XXXX XXXX my account was hacked with XXXX, which was reimbursed. 

XXXX XXXX account was hacked with XXXX, which was reimbursed. 

At the moment I decided to no trust this bank anymore and open a new account with a new bank since Wells Fargo can not make enough effor to protect the private and money of their clients. 

After the first time I was hacked on XX/XX/XXXX I called the bank and specifically ask to freeze my account so it dosent get hacked again, this call is registreded and recorded, so its possible to hear the call we made, yet again it was hacked in XXXX - XX/XX/XXXX, and exactly this two months the Bank did not send my physical bank statement.

When I received a physical bank statement and I notice my bank account was hacked I was already out of the time frame limit of 60 days which the bank offers to make a complaint of this type.

Since I am an older adult with high risk of complicances with COVID virus I was only able to personally place my complaint on XXXX XX/XX/XXXX, with the number XXXX with XXXX, for a total amount of XXXX. 

Wells Fargo answer was that since I placed the complaint after the 60 days stated on the contract, they will not reimburse me my stolen and money and that was their final descicion. 
I am extremely upset with Wells Fargo, since this is my life savings which they are stealing from, also they knowledge the problem with their security and still I am the one paying their errors. Even when I called the bank to freeze my account so it does not get hacked again, they ignore me and my bank account was hacked again, and this call was recorded. 

All this situation was happening during the Corona lockdown, in which I was able to leave my home, since I belong to the high risk people. 

Finally, I came to find there was more people having EXACTLY the SAME situation and scenario as I was, which makes me wonder there is more to this story that just some random online hacker.

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