Consumer complaint received 2021-11-09
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2021 I received a call from XXXX, which is one digit off from Wells Fargo customer service number XXXX. My mother has recently passed suddenly and I was not thinking this was out of the ordinary. The person on the phone posed as a Wells Fargo employee. This person told me the was fraud on my bank card and read to me the last four of my debit card. He then says I was on a recorded line and asked if I would like to continue the call. He went on to provide me my home address and ask if I would like a new debit card mailed so I can avoid further fraud. Since the person on the phone was calling from what I thought was Wells Fargo, had my debit card number and my address I continued the call. He went on to say he was going to text me some information and also asked me to begin transferring money from my savings to my checking. I realized this was fraud at that point. While on the call I received a text and email stating my debit card was now signed up with XXXX XXXX. As I do not have XXXX or know what that is and the device described in the XXXX XXXX email said it was XXXX XXXX device, and I am not XXXX, I ended the call. Also because of him asking me to transfer funds. I went to turn off my debit card with the Wells Fargo app. As I did this I noticed two transactions, one for {$100.00} and one for {$21.00} both transactions in XXXX Florida, while I was currently in XXXX XXXX Florida at home, over an hour away. I immediately called Wells Fargo customer service department minutes later and explained the entire situation to a representative who opened a claim and forwarded me to the security claims department. I explained the XXXX XXXX email and text, that I do not recognize this device, and that I have never been to XXXX Florida. I went over the charges with both departments. I was told that the transactions were pending and they will have to post in order to issue any credits for card fraud. I waited till the evening of XX/XX/XXXX and called again to check the status of my claim as both charges had posted to my account. I explained both of these charges posted and the method of pay started " tapped card ( XXXX XXXX ) '' and the other stating " swiped card ( XXXXXX/XX/XXXX ) ''. The person put me on hold starting she needed to go over the claim. Her name was XXXX. She then checked back two more times to assure me she was on the line and just needed more time to review. As I was on hold I received an email stating Wells Fargo had closed my claim. XXXX then came back on the line starting she reviewed the claim and it looks as if the claim department had closed the claim, but this was obviously done by XXXX while I was on hold or at least finalized by XXXX during that time. She informed me that my claim was denied because " I was in possession of the debit card and the card was swiped or tapped at each merchant ''. I explained that within my Wells Fargo app each transaction in question states XXXX XXXX as the method of pay. I explained that although I was in possession of the card my information was compromised and XXXX XXXX was used to make these transactions while the card was never in the scammers hands. She went on to repeat that the claims department found no evidence of fraud and I was in possession of the card, the claim was closed. I then request a manger. After another 20 minutes of hold time I spoke with XXXX who stated she was a manger. I explained the situation. XXXX repeated the same outcome as XXXX and went on to say I would have to file a complaint with the local police department. This is wrong as I am a loyal customer for years with a significant balance in my checking and savings accounts. The company in more words called me a liar regarding my fraud claim and did not assist me in anyway after spending more than 2 hours combined phone time and hold times. These transactions were made in a city which has never been listed in my banking history. I did all I could to immediately turn my card off, order a new card and inform Wells Fargo. I also explained that I do not use XXXX XXXX for any transactions but it shows as the method of pay for the two transactions I am disputing. I have emails and texts to prove my card was suddenly set up on XXXX XXXX using someone named XXXX 's device and minutes later two fraud transactions were made on my account. Wells Fargo provided poor customer service and retention, they did not fulfill helping or protecting the customer in my case.

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