Consumer complaint received 2018-07-24
Company: WELLS FARGO & COMPANY
State: FL
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:
Since the middle of XXXX I suffered from a severe case of XXXX and had complications as a result of medical negligence, and I was required to be in the hospitals care for much of XXXX and early XXXX. On the days I was released from the hospital I paid visits to my local branch to make withdrawals, as I only use Wells Fargo ATMs as well to try and be frugal and save money. My wife and I have been renting a room from a couple we've known for a few years and we share 2 household laptops which both have " XXXX XXXX '' installed on them as well as the Wells Fargo Apps. I started noticing fraudulent activity on my account the first time I was released from the hospital and was expecting a lump sum of roughly {$9000.00}. My room mates were very well aware of this as well. You can imagine the horror I felt when I was released from the hospital and found my account in the negative! I immediately contacted Wells Fargo and at first they were very helpful in helping me work with my creditors and issuing provisional and final card credits where they were due.. Until just this week, they denied a claim of a total of 5 ATM transactions and 1 XXXX transaction with cash back. I've spoken to every supervisor and department in the company only to be told that not only are they denying my claims from this point on, but I am also going to have credits reversed from my account totalling around {$4000.00}! I filed a police report like they told me to, I alerted the credit bureaus and placed fraud alerts in my accounts and when I asked why they were denying my claims and reversing credits but they also want to close my account because I am too much of a risk for Wells Fargo. I don't understand seeing how Wells Fargo agreed with .y disputes on several occasions and issued " Final Credits '' which means it can not be reversed and they found just cause to return my funds. This all happened after having one bad conversation with a representative who was very rude and biased and basically insinuated that I was fraudulently filing claims and when I asked to speak to a supervisor I was hung up on and within minutes {$540.00} was reversed from my account! I called and spoke to a representative and a supervisor and was able to get the credit placed back in the account, and then several days later I ran into the same problem. It amazes me how the fate of my family and our funds rests solely in the hands of one person who might not fully understand the whole situation and the surrounding details on the account. It is my form belief my room mates were using my card information which they obtained from our computers to place online orders, and while I was in the hospital my wallet and phone were left at home by accident and I was hospitalized about an hour away from home so my room mates had access to my card and phone. I am now facing my account being negative over {$5000.00} and being closed on top of that and Wells Fargo will not reconsider, even though I have spoken to Reps and been able to get them to reverse charges that they tried to take back in the first place ; their reason is saying that one of the cards that was used had a chip in it and is impossible to duplicate not understanding that I'm not disputing that the card was not duplicated however I was physically unable to get my personal belongings in order before I was hospitalized and my room mates pretty much robbed me and Wells Fargo is letting them! I just want a fair chance at having the account and information looked over again and I believe whole heartedly the right person will understand this was not my fault.

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