Consumer complaint received 2022-02-25
Company: WELLS FARGO & COMPANY
State: CA
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:
XX/XX/XXXX I logged into my Wells Fargo internet banking and noticed that the balance of one of my current account ending in XXXX went down significantly. When I went into the account I was shocked to find that my account got hacked and 91 transactions were made without my authorization and all within one day. Most of these transactions were made at fast food and dine in restaurants, such as XXXX XXXX, XXXX, XXXX XXXX etc. It is so blatant obvious that this was a hack because some of these purchases were made out of state too. 

I immediately called Wells Fargo and filed a fraudulent claim ( claim no XXXX ), I was instructed to cancel my debit card which we did too. As I was going through each individual item with the representative to tell her if I made the charge or not, she was in disbelief how they got away with so many purchases and it didnt raise any suspicion with there fraud dept. I was also charged multiple overdraft protection fees as I have this automated service set up so when the balance goes to zero on my checking acc, it transfers money from my savings account to avoid insufficient funds fees. Again, why didnt the WF fraud dept didnt pick up on this? 

All together I was told that I had XXXX charges made and a total of {$4900.00} XX/XX/XXXX I woke up to more transactions made and again I immediately called WF and opened another claim ( claim no XXXX ). They told me they will have to cross check with the previous day transactions, as it could be that they were made the previous day and just posted the next day. I didnt want to take any chances, so I asked them to completely close my checking account. 

XX/XX/XXXX After following up several times with phone calls to check the status of my claim within the last two weeks, on Tuesday I called again and I was informed that my claim was denied!! I was shocked! There reasoning were as follows * No invalid PIN attempts were made * No attempts to exceed the daily purchase limit on the card * My online activity shows that I logged into my online banking 3 times between the XXXX XXXX when the transactions took place and I did not attempt to contact the bank to file a complaint sooner. 

Here is my answer to each of these excuses. 

My debit card was with me the whole time when these transactions were made. No one had my card or knew my pin number as far as I know. I cut up my card in front of the rep when I went to the WF branch to close my acc, so I have there employee as a witness. 

As far as I know I dont have a daily limit on my card! They ran up {$5000.00} on 91 transactions, there is NO excuse to not raise suspicion and stop the card from being used until it verifies that its me making the purchases, especially when some were made in Arizona, Kansas and other states!

And yes, I did login to my WF online banking on the XXXX but the transactions appeared on the XXXX! So how can I file a complaint sooner when they hadnt even shown up yet?? As soon as they did, I filed a complaint. 

I called WF several times after this, and all I got from them is that the decision has been made and is final! I spoke to several people and they all told me the same thing. They dont even allow you to re appeal. This has caused me sever stress and I have wasted so much time with phone calls, and being on hold sometimes for 20 mins, calling my lawyer and filing complaints such as this. If I dont get a favorable reply and every cent reimbursed Im going to sue the bank and it will also include damages and lawyer fees. I have read online that they have done this before to other customers and I have no intention of letting this go.

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