Consumer complaint received 2019-10-10
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
XX/XX/XXXX Dear Customer Financial Protection Bureau Representative, I am an XXXX XXXX old Woman, a 15 year Wells Fargo customer in XXXX, Nevada. I went to my primary bank the XXXX Wells Fargo Bank XXXX on XX/XX/XXXX to file a complaint. I reported a crime to the banker and manager on my savings account that was missing over {$45000.00}. The Bank confirmed the unauthorized ATM transactions over a 22 month period. The last unauthorized ATM withdrawal being XX/XX/XXXX of {$300.00}, 2 days prior to my complaint bank visit. I provided the bank with all my information and left hoping to hear the status of my claim in the coming days. The Bank did not issue me any case # with my complaint. After weeks of frustration with the XXXX banker not providing any status of my complaint, we filed multiple complaints with Wells Fargo to help retrieve my lost retirement funds and want to know how this happened and who did it. After 2 years of multiple emails and letters and grievance complaints, I received this letter ( attached ) on XX/XX/XXXX. Wells Fargo Operations Management Manager stated they reviewed the Savings account and no claims were ever reported on this account. Wells Fargo never investigated the crime or issued a case # for tracking or reporting. Today is XX/XX/XXXX, I reported this XX/XX/XXXX. I am still missing over {$53000.00} from my savings for almost 2 years. No explanation on the return of my funds or what happened? I have provided CFPB with a list of my corporate complaints and law enforcement information. No Claims? Wells Fargo filed false claims with no case number on file. 
1. Wells Fargo open customer complaints case numbers. No resolutions or investigation information for 2 years. 
a. Customer care complaint # XXXX filed XX/XX/XXXX ( account hold with no notice and nonpayments to auto payment bills collectors 11-XXXX to XXXX XXXX. Refused explanation based on Security reasons? 
b. Customer correspondence grievance complaint # XXXX filed XXXX. No resolution for 2 years. 

2. CFPD complaint log of complaints For Unauthorized ATM withdrawals from Savings account : XXXX Wells Fargo XX/XX/XXXX XXXX Wells Fargo XX/XX/XXXX XXXX Wells Fargo XX/XX/XXXX XXXX Wells Fargo XX/XX/XXXX 3. XXXX Police report # XXXX opened XX/XX/XXXX ( Closed and order copy XX/XX/XXXX ) Observations of XXXX police findings : Confirms over XXXX taken through Unauthorized ATM withdrawals of saving account Confirms over 180 unauthorized ATM transactions ( At XXXX local market and various XXXX Wells Fargo ATM branches ) from savings account. Only activity on account XXXX XXXX XXXX. 
Confirms that they were not able to obtain any Video or Photos of unauthorized transactions due to reporting delays to the XXXX Police. Crime reported by me and my son at XXXX W.F. XXXX XXXX to Banker on XX/XX/XXXX. Police report was opened XX/XX/XXXX ( Almost 5 months after complaint ). Well Fargo only keeps 30XXXX 90 days of footage on file. No footage of crime available. 
XXXX Police concluded with no resolution of these lost funds and unauthorized withdrawals, no charges, no arrests or no convictions. Case Closed. 
XXXX Police recommended that we go see Wells Fargo bank about the lost funds of over {$53000.00} of my retirement account? 
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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