Consumer complaint received 2021-06-01
Company: WELLS FARGO & COMPANY
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I was victim of ID theft. I first got a letter from the bank " XXXX XXXX '' claiming that I recently had open an account with the. This account was not opened by me. The person who took my identity seem to have taken all my credentials from my XXXX. This includes my Username and Password for the Wells Fargo App. The hacker was able to link the fraudulent account from XXXX XXXX to my actual wells Fargo App and account. From this, the person made a online transfer from my Wells Fargo account to the fraudulent XXXX account of {$4800.00}. This happened on XX/XX/XXXX and I was not aware of it until 2 days later on XX/XX/XXXX. I opened a case with my bank on the XXXX and at the same time I was on the phone, the person commenting fraud tried to transfer more money to another account for the amount of {$18000.00} but I was on the phone with a represented and they stopped the second attempt. This serves proof to show that someone had my info and was trying to take money out. I opened a case but wells Fargo was no help at all and they seem to shy away from taking the customers side. They denied my claim because they said whoever made the transaction had my credentials ... obviously, the hacker took all my personal information and that included my log in. Wells Fargo does not take in consideration of hackers or id theft and is very misleading. They would always tell me that I would receive a call back from their department but never got back to me. This happened at least 3 times and I had to always give them a call back. I went to an actual branch 3 times and only once was I treated right. I tried to tell them and provide them with more information and paperwork but they would say we will call you when we need it, and never called. I have been trying to work it out with them but they do not seem to even want to help. I opened and reopened the case with them but always got the same response even after numerus calls. It almost seems like they want the client to get bored and exhausted of fighting and they hope we just give up on our money. 

XX/XX/XXXX - XXXX XXXX account was opened ( fraud account ) XXXX XXXX XXXX XXXX send a notification that an account was opened ( sent to my old address from 5 years ago ) XX/XX/XXXX - The unauthorized transaction unautorized. 
XXXX XXXX they try to toke the money again. {$18000.00} XXXX XXXX open a case for {$4800.00}. 
XXXX Wells fargo Denied the claim. 
XXXX XXXX open file claim for bad service. 
XXXX XXXX wells fargo answering ignoring our complaint. 
XXXX XXXX I received a Email from the XXXX XXXX confirmed that was a fraudulent account and they never received the money. 
XXXX open a new case. 
XXXX XXXX wells fargo denied my claim again, ignoring all the proof that i have. 
I personally went to XXXX XXXX branchs, and they confirmed the they never received the money, and state that wells fargo still have the money and refuse to return me my money,. its pretty obvious that Wells fargo ignoring my complaint thats why i need your help.

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