Consumer complaint received 2023-11-15
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Good Day I am a active member of the XXXX XXXX and while out at Sea I noticed transactions ( XX/XX/XXXX ) on my account that were not authorized by me. I share an account with my mom who lives in another state and she too noticed the transactions and how many had occurred so frequently in one day. Just as I was about to reach out to the bank I received a call from Wells Fargo customer service advising me that they saw fraudulent activity and they were checking to see if I indeed made these transactions. I immediately replied absolutely not. They then said that they would shut down my card ending in XXXX and they would open up and investigation. Over the phone we went through all the transactions that were not authorized by me. The total amount at that time was {$1200.00}. There was another transaction that I saw in the amount of {$24.00} but Wells Fargo informed me that particular transaction was not charged to the account. I waited for about 5 business days to receive my new card hoping that this nightmare was over but later received a call from Wells Fargo Customer Service that the new card had been compromised. They said that they noticed that I did not activate my new card ending in XXXX as yet transactions were going on that card. They stated that they would send me out a new Card which is now a second card this one would end in XXXX. I finally received that card and yet again unauthorized transactions were still going on and that card had to be shut down. The last card that was sent to me was XXXX and I finally received that still attached to the letter it came in and the transactions still going on. I'm still in contact with Wells Fargo throughout all these unauthorized transactions. I asked them if they could just freeze my account but they said its not that simple so that request made was denied. In all I have three new debit cards that have all been compromised. I had several claims put in to the bank and so has my mom and all have been dismissed stating that it was either myself or someone i know or gave permission. I am stationed in XXXX XXXX  and my mom lives in XXXX XXXX. All of these transactions ' purchases and ATM withdrawals from Wells Fargo Banks happened in XXXX XXXX, XXXX XXXX XXXX and XXXX Florida. Whoever it was would repeatedly take XXXX to XXXX dollars about 7 times at once. First off when these transactions happened, I could not leave my station. My mom also told Wells Fargo she can and will give proof to where she was. We have co operated fully and they have still denied our claims. All unauthorized transactions total XXXX. We have spent months asking for Wells Fargo to pull footage from their cameras at the three Wells Fargo locations where money was withdrawn, and they have refused. I have never lost my atm card nor has it been stolen. It was always in my possession. There were XXXX trips around XXXX on my statement and XXXX XXXX and XXXX XXXX purchase ( in Store ) and they refuse to investigate thoroughly. As a member of the XXXXXXXX XXXX I should not be treated this way. As a customer of this bank that can see my transactional history, they know these purchases are not from me. I had to also call Wells Fargo to alert them that someone had turned on XXXXXXXX XXXX and linked it to all the new cards Wells Fargo has sent me, from phone from three different devices all of which I don't own. There was a XXXX XXXX, XXXX and from a XXXX phone I don't own. Have they investigated this. I have never owned an XXXX phone in my life. They did nothing to protect us from this fraud because calling in and repeatedly reporting it did nothing. Having to wait 10 business days for an investigation and fraud still going on. My mom has also contacted and walked into two bank branches where she lives numerous times and they clearly also admit that fraud took place but said only Corporate can handle these decisions. After continuously going through this my mom decided to close the account XX/XX/XXXX she had opened in XXXX to stop these transactions from going on because obviously Wells Fargo couldn't do anything. I have also filed a police report in my State and have submitted that to the Executive XXXX XXXX email that she provided to my mother. There is an active investigation going on with the police in New Jersey. The police advised me to send my report in and maybe Wells Fargo would honor it and see that I was indeed victimized. I have just recently received a claim letter that was approved ( XX/XX/XXXX ) for {$270.00} from some of the fraudulent transactions claim # XXXX all of my 5 other claims of transactions have all been dismissed. XXXX, XXXX, XXXX. One other thing to note is wasn't until 3 days after I received my bonus from the US Government that these fraudulent transactions occurred. I am still owed XXXX to be returned to me that was fraudulently taken from my account. Wells Fargo refuses to do a proper investigation. This is a cut and dry case because i am XXXX XXXX and why or how can I leave my post and go down to XXXX to make such transactions. This is absurd and I'm sure my Commanders have no problem verifying where I am. My mother has also been fighting so desperately with Wells Fargo but they have dismissed all of her claims as well.

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