Consumer complaint received 2021-04-01
Company: WELLS FARGO & COMPANY
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
My checking account got hacked into as someone was direct depositing checks that were not mine and i didn't authorize anyone to put any money in my account as i did not give my account number to anyone. I received an email from my bank which is Wells Fargo saying that my account was closed. I then called Wells Fargo and was told that it was probably just my debit card and that they would overnight a new one to me and that will fix the issue as i reconfirmed with them that getting a new debit card is the resolution and was reconfirmed it was. This was around XX/XX/2021. The next day i received my new debit card and went to check my account online it was saying account was closed. On XXXX XXXX I went to my local bank and had to make an appointment to talk to someone due to covid. I was able to make an appointment for a couple hours later and spoke to a bank person not a teller and i explained what happened they ran a report and was able to see the direct deposits that were made that I wasn't doing or authorizing and then called their fraud department and filed a claim and which at that time was advised the claim could take up to15 days for to go through and i should hear back within that time. At that time again I was told that my account and also my savings account because a unauthorized direct deposit got transferred to that account and i would have no access to either account. They were able to give me {$530.00} and at that time the account should have had {$1000.00}. Also on XXXX XXXX I had my paycheck direct deposited which was {$840.00} and was told that I couldn't get it back due to there were debits/payments made to the balance that included the unauthorized direct deposits which I told them to return those back as those were not mine and then after almost two hours at the bank and claim was filed was advised I would need to wait for a response back. I was advised though that i would be getting my money back.I received an email from them on XXXX XXXX saying they received the claim. I waited the fifteen days and hadn't heard from anyone so I call the number that was given to me for claims on XXXX XXXX and was advised that the claim was closed and they were sending me a cashiers check for {$3400.00} and that was a combined check for the checking and savings account. The next day I received a cashiers check from Wells Fargo and it was in the amount of {$2300.00}. Since that was incorrect I called Wells Fargo again and got bounced around to about 3 people and was told that money was for my savings account and that I was misinformed saying that they don't combine the accounts into one cashiers check and again was told that I would be receiving another check for the checking account which again was for {$3400.00}. Again I waited and didn't receive another check so called them on XXXX XXXX and was told I wasn't going to be receiving another check and what was sent to me is all they owe me. And that is wrong as I was told by 4 people that I would be getting my money back and I should at least be getting back the {$840.00} that was a direct deposit that I authorized and I was told no because there were debits going off the balance which was from the unauthorized direct deposits that I told them about hence the reason for the claim. I felt like the lady was rude to me and didn't care about it and told me that i could dispute the claim and I told her that would do me no good as the first claim I submitted didn't get me all my money back. Am just frustrated as I was told I would be receiving my money back because of the claim I filed and then to find out they aren't going to do it. I was without money and access to my account for about a month and I feel like only my savings account got resolved and not my checking which was the main reason for the claim. I feel like I was misled and given false hope in this matter.

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 monetary relief