Consumer complaint received 2019-10-01
Company: WELLS FARGO & COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I had two checking accounts with Wells Fargo Bank. Starting in XXXX and carrying over into XXXX I had several fraudulent charges and/or ATM debit card withdrawals from one or both of my checking accounts. The accounts are XXXX and XXXX. The majority of fraudulent transactions occurred on the account ending in XXXX. I started reporting and seeking reimbursement in XX/XX/XXXX. The reason I didnt report within 24-48 hours was because of the abusive situation I was in. There were several factors : I didnt know the fraud was happening, I didnt have access to online banking at the time, my mental and physical health was compromised and I was unable to act in a rational or timely manner, and I didnt know how to handle all of the fraud of credit cards, bank accounts, and fraud with ISP, mobile carriers etc. I was overwhelmed and had to address each component separately and thoroughly. I got approximately 50 % of the money returned from Wells Fargo. I have had to deal with rude and condescending people on the phone who would ask me questions like why did so much fraud happen? How can you be telling the truth this is too much fraud? I have had Wells Fargo deny many claims saying a PIN number was used therefore it is not fraud. I would like to ask the following question : if my PIN number was used without my knowledge or consent, and money was taken from my account, isnt that fraud? My PIN number was the same on every single card I owned. Secondly, the man who did the fraud told me that he used my fingerprint to open my I Phone when I was asleep, to access PIN numbers and personal information in order to access cards and bank accounts. He is a criminal and should be punished for these crimes. However, Wells Fargo holds me accountable and refused to reimburse me for transactions that were done by someone else. They called me in the summer and said I was a fraud risk and they were closing both of my accounts. I said thats great, this should have been done months ago. In addition the XXXX account was opened in XX/XX/XXXX. At that time I wanted to close XXXX but Wells Fargo said I could not or they would not refund the fraud transactions. Why? If we had closed that account we could have stopped some of the fraud. Yesterday I received a packet in the mail stating that XXXX was still open. Why am I receiving contradictory information? In the summer I was told it was closed, now I find out it was open. I am in the negative for this account, I anticipated a claim being reimbursed for fraud and withdrew money. I accidentally overdrew my account. Once the claim was denied my account was in the negative. I complained to the FDIC and To Wells Fargo many times. If I am insured by FDIC, why is Wells Fargo not reimbursing the funds that were taken fraudulently? Why are they assuming that a PIN number used denotes no fraud? Why have they consistently denied claims? Have they ever talked to law enforcement or the states attorney to understand that what I am saying is true? They rely on a fraud department that has a limited scope of the situation and makes determinations based on a few parameters. They find ways to deny helping a customer. Prior to XXXX, I never had fraud. I never came to Wells Fargo and requested anything.i do not have a history of these claims. The bank manager XXXX and XXXX XXXX at the branch on XXXX XXXX know me and can vouch for me. I came to Wells Fargo with a problem, they gave me additional stress, anguish, frustration, pain and compounded the problem. I have spent upwards of 3 hours at a time on the phone with their agents solving one or two claims. I finally gave up. I lost 50 pounds and my health deteriorated further from the interaction with Wells Fargo. I am deeply disappointed and frustrated with the way they have handled my claims.they sent me a packet of information in XXXX detailing why they dont see fraud on the checking account ending inXXXX. They said they had an investigation done by an independent third party service. What do they want me to do? I have submitted paperwork of identity theft, police reports, court cases. I cant submit anything else. If a customer is willing to submit any paperwork, proof, details to get court transcripts, etc, they are being transparent and honest. Wells Fargo just refuses to do the right thing. I am not Surprised. They have a history of fraudulent practices. They have been fined before and within three years did the same thing again. They sent me a check for {$270.00} as appreciation. That doesnt cover the majority of fraudulent transactions that they denied. I regret doing business with this bank.

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