Consumer complaint received 2021-03-01
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
OnXX/XX/2020I requested to have a new debit card mailed to my mailing address because my current one had chipped. I was told by Wells Fargo that the card ending in XXXX had been sent. On XX/XX/2020 I still had not received the card and realized that there were multiple unauthorized charges as well as an unauthorized deposit into my account. I called Wells Fargo and told them about how I never recieved my new card and about the fraudulent charges on my card. The advisor I spoke with informed me that he will file a claim, we took down all of the fraudulent charges together and he informed me that he would send a new debit card to me that I would have to sign for. I was then transferred to someone that confirmed the details of my claim. Below I have listed the fraudulent charges that I gave to the advisor : XXXX Check Deposit for {$1700.00} XX/XX/XXXX ATM withdraw for {$600.00} XX/XX/XXXX Purchase at XXXX {$140.00} XX/XX/XXXX Purchase at XXXX XXXX  {$40.00} XX/XX/XXXX Purchase at XXXX  {$20.00} XXXX ATM Withdraw {$200.00} XX/XX/XXXX Purchase at XXXX XXXX$18.00} XXXX Purchase at XXXX {$190.00} OnXX/XX/2020 I saw that the bank reversed the fraudulent deposit from my account so I figured things were starting to work out. OnXX/XX/2020I found out that my claim was denied so I called to understand why and to try and refile my claim. Spoke with a female advisor who told me the claim was denied due to there being no fraudulent charges on the card. I told her that is not the case and that I never received the card that was used to the fraudulent charges. I asked her if I should file a police report to help move my case, she told me it was not needed. I asked to speak to someone above her to try and get my claim looked at again and was transferred to a resolution specialist. The specialist informed me that the charges were not counted as fraudulent because whoever used the card needed to know my PIN number to activate it ( which is inaccurate information because when I finally activated the card they gave me there was no PIN required to activate ). She also stated that I didn't give all of the charges to the first advisor. I informed her that we went place by place and marked the fraudulent charges together on XXXX. She said she would have the initial call reviewed again. This woman was extremely rude and basically treated me like I was a liar. She did not see like she wanted to help me. On XX/XX/2020 I called Wells Fargo and spoke with XXXX. I gave him the information from the police report that I filed. I filed a claim with SAPD for theft of miscellaneous mail ( someone had stolen my mail from my mailbox ) and financial crimes. I was then transferred to XXXX who told me that again my claim was denied. He reviewed the claim but told me he would not pull the initial call from XX/XX/XXXX because the person I spoke with prior did not request the call to be pulled.He said that he would reopen the claim again and that it will take 1-2 business days to pull the initial call. He said that if the claim was denied again I would have to prove my claim with an outside investigation. Around XX/XX/XXXX I received a call from XXXX stating that they got a picture of the woman who stole my card and asked me to come in and try to identify her. I was unable to so they said they will continue working on it. On XX/XX/2020I spoke with XXXX at the Wells Fargo executive office. He tried to transfer me to XXXX to discuss the new open claim but she was unavailable. He said he would have her call me back. OnXX/XX/2020 I spoke to XXXX at the executive office who transferred me to XXXX. She stated that they had the claim and that they will review the initial call which could take up to 10 business days and then it will take another 10 business days to review the claim. She was unable to provide me with a date to call back and check on the claim. On XX/XX/2020I called the executive office and was told by XXXX someone in the claims department was still reviewing my claim. I informed her again that the acrd had never been in my possession and she said that she was unaware of that information ( it was given multiple times throughout the entire process ) and she said she would tell the agent reviewing my case to add that to the file. She told me she would try and expedite my case and hoped to have a solution in a few days. On XX/XX/2020 I called the executive office and spoke with XXXX. The claim was denied again because I stated the pin was memorized and not shared. She said whoever stole my card was using my PIN and that there were no invalid PIN attempts she also stated there were some charges that were included that I didn't dispute. I told her that the card had been stolen from my mailbox so the person who did it could also have stolen more of my personal information ( my PIN is the last 4 of my social security number ). I informed her that information is incorrect and that on the initial call I reported all of the fraudulent charges that were included in the claim. She said I never reported the fraudulent deposit, the XXXX  transaction or the XXXX XXXX  transaction. I informed her that I have talked to many agents and have explained all the fraudulent charges to many different people. I informed her that the police had video evidence from XXXX  with another woman using my card. She said unless I had any other information to give them there was nothing else they could do. I requested her to send me all the information pertaining to this claim and told her that I would be filing a complaint with FDIC as well as contacting a lawyer to help me with this matter. She stated she would send me any information she could and I should receive it in about 15 business days. On XX/XX/2020 I still had not received the information she sent so I tried to call her but did not get a call back. OnXX/XX/2020 I called XXXX again because I still had not received the information she was sending and I didnt trust the mail because it had recently been broken into. She said the information was requested on XX/XX/3/2020 and was mailed out onXX/XX/XXXXXX/XX/7/2020. She confirmed my address. I informed her that it is the same address that the card was stolen from and asked if I could pick up the information from a branch. She said I can go into a branch and have a banker print it out for me. She told me the printed document would be 38 pages. I told her the location of the bank I would be going to and she said she will make sure there is a note in my file that I will be coming by. On XX/XX/XXXX I went into the wells fargo branch to get my printed documents. The banker had a hard time trying to figure out what documents were supposed to be printed. I told him that XXXX put a note in my files stating what needed to be printed and that it was a 38 page document. After 45 minutes he was still unable to find and print the documents. He was told that the documents I was requesting could not be printed at the branch and had to be mailed to me ( even though that is not what I was told in the executive office ). On XX/XX/XXXX I called the executive office and spoke with XXXX. I told her that after spending an hour in the branch I was unable to get the documents. I told her that when I got to the branch hey told me that these documents could not be printed at the branch. She stated that she will send the documents to another address if I wanted. I requested the documents to be sent to my parents address and received them about 15 business days later.

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