Consumer complaint received 2023-03-12
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I Noticed fraudulent charges on my wells fargo account made out to an online sports betting platform. I immediately took action by notifying my bank about the fraudulent charges, I filed a police report and I looked up the merchant who the charges were made out to and wrote them an email notifying them about the fraudulent activity taking place and advised to investigate the matter and provide me with any related information regarding the account. 

I filed a police report and provided the police with all the charges and information I had and got a police report number that I relayed to my bank claims specialist to include in my claim. 

The wells fargo bank representative assisting me with the claim filed a fraud claim with me over the phone including all the charges totaling {$17000.00} and advised me that wells fargo will freeze the account and make sure nothing else gets charged to my account, I was given a reference # referencing the freeze and instructed me to make an appointment with a banker to set up a new account with a new account number. I was advised that the bank will investigate the matter within 10 business days and if more time is needed they will issue a temporary credit for the disputed amount. 

on XXXX XXXX, logged into my account and noticed XXXX new transaction totaling {$6800.00} charged to my account from the same merchant dated XX/XX/XXXX and XX/XX/XXXX after I was given a reference # for the freeze on my account. I was devastated and called the bank to inquired about the new charges given that my account was supposedly frozen I was given someone else to speak to that seemed to have no knowledge about the freeze of whats going on and gave me misleading information, asks me the same questions as if I am starting the whole process from scratch. It was very frustrating, I then decided to call the next day and escalate the call to a higher rank specialist with no help or results other than the standard statements read to me previously. 

On XX/XX/XXXX, I call the bank again and reached a claim 's specialist, I explained my case and I was advised that I will be issued a provisional credit to my account within 24-48hrs which gave me some hope and relief. on business day 10 of filing the claim, I still had not seen a provisional credit to my account so i called the bank again and the results were " Sorry, the claim was denied '' I asked to escalate the claim and was asked to provide the same supporting documents of the police report and the explanation of the fraudulent charges I already provided before. At that point it became obvious I keep getting the run around and thrown to someone else that asks me for the same things that I provided to the previous specialist causing a chaos on the progress of investigating the claim resulting in bogus conclusions from honoring wells fargo " zero-liability '' protection policy against fraud related matters.

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