Consumer complaint received 2020-10-12
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Friday, XX/XX/XXXX at XXXX, I got a text from Wells Fargo asking if I could verify card activity of {$160.00}. I immediately looked at my account information online and saw that I had 4 non-Wells FargXXXX ATM withdrawals. Luckily, the 5th withdrawal was declined. 
I called their XXXX number at XXXX to let them know that I had fraudulentcharges on my card. They asked me what charges weren't mine and I told them, a charge from XXXX WA for {$120.00} on XX/XX/XXXX, a charge from XXXX XXXX WA for {$120.00} on XX/XX/XXXX, a charge from XXXX WA for {$120.00} on XX/XX/XXXX, and one on from XXXX WA for {$120.00} on XX/XX/XXXX. Again, all from non-Wells Fargo ATMs. They asked me if I still had my card with me and I said yes. They asked me if I've given my card out to anyone and I said no. They canceled my card right away and told me to wait for 5 minutes while she talked to claims. Upon return she said it was denied. 
I was shocked at how fast they decided to decline my claim. I'm assuming they denied my case because unfortunately, all the transactions happened in Washington and I currently live in Washington. But I assumed my bank would have done a more thorough investigation because {$490.00} is ALOT of money for me and seeing that we're in a pandemic, I just thought they would be more helpful and caring since that is what they preach on their website about their response to the impact of COVID-19. 
The same day I went to my nearest Wells Fargo bank to talk to someone in person because the person I talked to over the phone really lacked any sort of empathy for my situation. The person that I talk to, I believe his name is XXXX XXXX, sat down with me and we discussed what had happened. He too was surprised that they only reviewed my case for 5 minutes. I asked him if it was possible for people to make fake cards and he said yes, hackers can do that and that skimmers can get that information. He helped me submit an ask for a 2nd review. He told me that I should hear back from someone and if I don't hear from anyone to call back. 
While I was waiting to hear back from Wells Fargo, I did my own research. XXXX printed out a " Wells Fargo XXXX XXXX XXXX '' where I'm able to see the time of each transaction and sometimes the address, bank, or ATM number it was withdrawn from. I called the XXXX in XXXX and XXXX XXXX  to ask if they could give me some pictures around the time that the ATM withdrawals happened. They both said they couldn't give that information out to the public but would happily give it to my bank if they requested it, and they added that they SHOULD request it because that's what banks are supposed to do, or at least that'swhat XXXX and XXXX XXXX  does. Only slightly relieved, I thought that surely my bank would ask them for that information and see that it's someone else withdrawing money. I also noticed that I was at work on one of those dates during the time the withdrawal occurred. I asked my place of work if they could write a letter for proof and they sent it to me which I'll be attaching. 
I called the XXXX number today, Monday XX/XX/XXXX at XXXX and asked where my investigation was at. I was told that it was denied, again. I asked if I was able to submit my work letter because that's solid evidence that the withdrawal couldn't have been me and she said no. She explained that Wells Fargosreasoning is that the transactions say that my card was swiped and that the pin was put in. XXXX told me that it is possible for thatinformation to get out and get duplicated. So I'm hearing from Wells Fargo staff that fake cards can exist, but the staff over the XXXX number are acting like that couldn't possibly be an option, and different major banks are saying that Wells Fargo should also be requesting footage from when/where the transactions took place but I don't think they even attempted to get the footage. I'm stuck left wondering, what exactly did Wells Fargo specifically investigate then? 

Thank you for your time.

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