Consumer complaint received 2021-11-05
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXXI went out with my partner to a bar to celebrate a friends birthday. While at the bar my phone was stolen. I did not notice right away since i was out celebrating. I had use my bank account app earlier that day to send money to my partner. When i realized my phone was missing I alerted the security guards about it. They helped me look for it since my friend works at this place. While searching for it someone unknown to me came forward and said they had found it. They admit it to using it to call someone to pick them up which at the moment I didnt pay attention to it ; I was just happy that I had found the phone. Later that night I checked my account to make sure i had enough money for breakfast next morning. I then noticed {$1500.00} missing from my account. I immediately contacted the bank, Wells Fargo, and the representative did not help. They didnt even take my information to look my accounts up. They just told me XXXX could not be recall so there was nothing they could do. I called again the next morning and spoke with a different representative. They took my information and i told them {$1000.00} were sent from my savings to a person named XXXX XXXX, and another {$500.00} were taken from another of my savings and sent to another name XXXX XXXX. Both persons unknown to me. I told them i did not authorize those transactions. The representative did not ask me any details about what happened. They just marked the transactions. I was not even provided a claim number. I called that same day again in the afternoon to make sure the claim had been directed correctly since no details were asked. The representative told me that the claim had been filed as Non fraud. I informed her to please file it correctly because i had not authorize those transactions. She told me she had fix the issue and would give a solution promptly. On Friday XX/XX/XXXX i called Wells Fargo again to follow up with the investigation. I was informed by the representative that the claim was still showing as non fraud. I demanded the claim be escalated because things werent been filed correctly. She brought it to managers attention and corrected the issue. I called once more on Monday XX/XX/XXXX and the representative told me fraud had been confirmed. I was helped switch account numbers and log in credentials and given a new debit card. They told me the reimbursement was still in process. On XX/XX/XXXX i was informed the claimed had been forwarded to the wrong department and had been closed out. I explained how could they close it if i had not authorize those transactions. Not only i have never sent money to this people before. They were added the same night and {$1500.00} had been sent out without my consent. I only bank with Wells Fargo so they can see all of my transactions and they can see ive never sent this people money. I only send to my immediate family or friends. If they are questioning my convictions they also have access to see that. I had worked for Wells Fargo for almost 6 years. If they could not take my word on the situation happening, they could reach out to management or check my records as their employee to verify what kind of person i am. I know the rules and they are refusing to help me. The representative i was speaking to told me that the people looking over my claim dont know the back story of what happened to me. I was asked to submit a letter in regards to what happened so they could open my claim again. I submitted the letter to them on XX/XX/XXXX, i was told someone will contact me to further ask me questions. No one ever called me. I visited a branch on XX/XX/XXXX and explained my situation to the banker again. They put me on the phone and representative told me they could not help me unless the banker stayed with me throughout the whole interaction. No one was available so i had to visit a different branch. I finally got a banker to sit with me and try to file another claim. We were transferred to multiple departments and was finally told we could not file another claim since the previous one was already closed. We asked to escalate the complaint and the rep did no ask us any details on the issue. I wasnt even provided a reference number. I asked the banker in-front of me to escalate the complaint herself with details of my situation. She did that. On XX/XX/XXXX i was informed the Escalated complaint filed at the branch was declined since there was a duplicate of the rep on the phone. They declined my detailed complaint. Wells fargo sent me an email acknowledging the complaint escalated by the phone rep. I never heard anything else from them. I was just told I would get a resolution by XX/XX/XXXX. I called XX/XX/XXXX and was informed once again the complaint had been closed with no resolution at all. At this point Wells Fargo is clearly refusing to help me. They have refused to listen to my situation. They are not Only turning their back on a long time customer but to a once employee they told was the face of Wells Fargo. They clearly have access to all my records of my accounts and can see no transactions like those were made before and are still refusing to help me. They have given me the run around from day one.

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