Consumer complaint received 2022-08-05
Company: WELLS FARGO & COMPANY
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2022, my phone was stolen in XXXX, my phone was pass code protected, yet the person/persons who stole my phone were able to unlock it and get into my online banking and digital wallet. I was not aware of the transactions that were being made on my device, nor did I authorize anyone to make those transactions, I had only become aware of the unauthorized activity when an individual who I was traveling with, received a call from my wife, stating that she had received some calls from our family and friends that I was texting them that I was in trouble and needed them to send me money via XXXX XXXX  At that time my wife checked our accounts and noticed the strange activity on our accounts, so she proceeded to call Wells Fargo online and alerted them and opened a claim. When I was made aware I called Wells Faro Online and had them deactivate my online banking and freeze my accounts. I filed a police report with the XXXX Police Department on XXXX XXXX. They used my digital debit card that was on my phone, they transferred money from my online savings into my two different checking accounts, they created a new digital card from a checking account that was never linked to my phone, and they added 2 new XXXX contacts and transferred money with XXXX. I have filed multiple claims with Wells Fargo, have gone into ( 2 ) Wells Fargo branches and had a banker call and help me dispute the claims, I faxed over the police report and did not receive confirmation that it was received, I have called numerous times and I am not able to speak to whomever is handling my claims. I just received letters stating that my claims were denied. I filed a claim with an executive and I never received a call only an email that my claim was denied. Only XX/XX/XXXX I received an email that one of claims was approved that a mistake had been made and it was reversed, I called about my other claims, yet I was told there were denied. On XXXX XXXX I submitted a complaint and I was informed that all but the XXXX transactions had been submitted in my claims so I had to submit a new claim. I submitted a new claim for the XXXX and they were denied.All this was done without my authorization, knowledge, and by someone I do not know. Below is a summary what was done on my accounts : 1. ( 2 ) online transfers between my accounts one for {$5000.00} and one for {$6000.00} 2. 28 transactions using my digital debit card that was linked to my everyday checking account, of the 28 transactions 16 went through for a total of {$4900.00}. This claim was reversed on XX/XX/2022 3. A new digital card was created and a total of 11 transactions were made with all of them going through for a total of {$1000.00}. This claim was approved by the fraud department 4. ( 2 ) new XXXX recipients were added and they sent {$25000.00} to one and {$830.00} to the other. This claim was never opened prior to the original complaint and it had to be opened after. I called and they stated that this claim was denied.

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