Consumer complaint received 2018-01-11
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Consumer Financial Protection Bureau Staff, Greeting Seasons! Please allow XXXX to introduce herself, XXXX XXXX XXXX XXXX ( hereinafter referred to as XXXX ), who has been living at above residential address since XX/XX/XXXX and her California Driver License ( CDL ) identification is XXXX with expiration date of XX/XX/XXXX. ( See Attachment of XXXX XXXX CDL Information ) In about XX/XX/XXXX, XXXX had opened a Wells Fargo Way2Save Checking Account # XXXX ( hereinafter referred to as # XXXX ). 

Beginning of XXXX XXXX, XXXX ( XXXX, son of XXXX ), freshman year in fall of XX/XX/XXXX, XXXX had opened a Wells Fargo joint account # XXXX ( hereinafter referred to as # XXXX ) with XXXX for his tuitions, school supplies, & living expenses ; from time to time XXXX would transfer moneys into that # XXXX in which had both of their social security numbers linked to each other. 

On Friday XX/XX/XXXX, XXXX during his work hours had received an email from Wells Fargo Banks for which stated their # XXXX had insufficient fund ; upon arrival at home that evening, XXXX informed XXXX about their # XXXX had been empty. Out of Angelas concern during that evening of XX/XX/XXXX about XXXX XXXX, XXXX immediately called to verify their account # XXXX via XXXX which later that call transferred to fraud department to inform that # XXXX had been hacked ; Wells Fargo Banks Fraud Department response was, Please do not worry because we just cancelled that debit card so that nobody will able to use your debit card, and you are not liable for those charges. Surprisingly, XXXX replied, I never or ever know that I had a debit card! ( See Attachment of XXXX XXXX Information at Wells Fargo Banks dated XX/XX/XXXX )  Next day on Saturday, XX/XX/XXXX, XXXX visited Wells Fargo Bank at XXXX XXXX XXXX in XXXX XXXX, California, XXXX and spoken with Business Banker, XXXX XXXX XXXX, who had reviewed all my accounts linking with XXXX social security numbers via computer then printing out all her accounts. ( See Attachment of XXXX XXXX Other Multiple Check/Savings Accounts Hx including with XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX & cancelled checks ) XXXX XXXX XXXX XXXX made a remark, All these unauthorized charges paid out through your payee account ending with # XXXX. Again surprisingly, XXXX stated, I never had established a payee account ; then referred XXXX to Branch Manager, XXXX XXXX, who will be coming in MondayXX/XX/XXXX. Moreover, XXXX XXXX XXXX XXXX helped XXXX to file five claims, which were as follow : 1 ) XXXX 2 ) XXXX 3 )  XXXX 4 ) XXXX 5 ) XXXX In addition, based on bank print out, XXXX Wells Fargo Bank information had been compromised such as her mobile phone # from XXXX had changed into XXXX and her email address from XXXX also had been changed into XXXX ; her residential phone # & her CDL information had been deleted by someone. ( See Attachment of XXXX XXXX Information by Wells Fargo dated XX/XX/XXXX ) On Monday morning XX/XX/XXXX, XXXX had meet Branch Manager XXXX XXXX at her office at Wells Fargo XXXX XXXX at XXXX XXXX, CA, who then just referred her to call Wells Fargo Banks Fraud Department for helps. Furthermore, Wells Fargo Fraud Department had never closed my # XXXX ; because Wells Fargo bank statement appeared to show all unauthorized charges with that debt card ending with # XXXX until XX/XX/XXXX! 

About XX/XX/XXXX, XXXX Wells Fargo Bank statement of # XXXX from XX/XX/XXXX to XX/XX/XXXX appeared to show that there were continuances of twenty-five ( 25 ) more unauthorized withdraw transactions after notifying Wells Fargo Fraud Department on past Friday XX/XX/XXXX & XXXX XXXX XXXX on past Saturday XX/XX/XXXX. ( See Attachment of XXXX XXXX Wells Fargo Way2Save Checking Account # XXXX & XXXX XXXX ( Hacked ) Checking/Savings Account Hx # XXXX dated XX/XX/XXXX ) On afternoon Tuesday XX/XX/XXXX, without Manager XXXX support, XXXX had sought resolutions from another Branch Manager XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, CA XXXX, & explained her fraud situation. Upon phone verification of that fake mobile # ( XXXX ) by XXXX XXXX XXXX XXXX, a XXXX woman answered & claimed to be XXXX, but for the actual XXXX was standing next to XXXX XXXX XXXX XXXX inside XXXX Wells Fargo Bank ; then XXXX requested for helps, however in end nobody supported! 

On Friday afternoon XX/XX/XXXX, XXXX went to see 3rd Wells Fargo Branch Manager XXXX XXXX at XXXX, CA, & her office # XXXX. According to Manager XXXX, ATM Support Groups was supposed to contact XXXX in XX/XX/XXXX with case # XXXX, but as of today there is neither any response nor any resolution. 

In summary of XXXX XXXX analysis of Wells Fargo Bank Way2Save Account # XXXX from XX/XX/XXXX to XX/XX/XXXX, Wells Fargo Banks had compromised to secure the patronage moneys. ( See Summary Analysis of Way2Save Account # XXXX [ XX/XX/XXXX XX/XX/XXXX ] ) Furthermore, there are many security questions which Wells Fargo Banks need to answer such as : 1 ) Since XXXX is a U.S. citizen, how did XXXX CDL identification had been deleted in Wells Fargo banking system? 
2 ) Who authorized the editing of XXXX email from XXXX into XXXX? 
3 ) Who authorized the ability for XXXX to do internet banking at Wells Fargo Banks? 
4 ) Who authorized the editing of XXXX mobile phone # from XXXX to XXXX? 
5 ) For their existing customers, how will Wells Fargo Banks will prevent from ever been breach again? 
6 ) What are Wells Fargo Banks methodologies for prevention of identity theft? 

Due to their negligence for securities of # XXXX, Wells Fargo Bank had issued a debit card ending with # XXXX & linking to # XXXX without actual customer knowledge ; their careless had caused many unauthorized withdrawals from # XXXX & had damaged XXXX trust to do banking, and her & her family financials loss of {$34000.00}. Moreover, Wells Fargo Banks had intentionally committed bad faith, intentionally denied XXXX rights as a faithful customer for many years, and had inflicted intentional emotional distress on her & her family as well as financial burden to pay other bank credit card bills. Therefore, in fairness of Wells Fargo Banks fiduciary duties, XXXX, XXXX & XXXX XXXX to Consumer Financial Protection Bureau to make Wells Fargo Banks to refund her & her family members moneys via a cashier check for XXXX XXXX in amount of {$26000.00}, a cashier check for XXXX XXXX in amount of {$820.00}, & finally, a cashier check for XXXX XXXX, XXXX, in amount of {$6500.00}. 
Respectfully yours, XXXX XXXX

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