Consumer complaint received 2019-12-27
Company: WELLS FARGO & COMPANY
State: TN
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I had a checking and savings account with Wells Fargo. My Checking and Savings Accounts were fraudulently accessed by an unknown person at various ATM locations, apparently using my debit card information and PIN to deposit checks into my savings account, then transferred the funds to my checking account, then withdrew these funds. These transactions occurred between XX/XX/2019 and XX/XX/2019. Around the same time between XX/XX/2019 and XX/XX/2019, approximately {$4000.00} in credit card charges were applied to my Wells Fargo Visa. 

Sometime around the end of XX/XX/2019, I was checking my bank accounts and noticed money missing. I called called Wells Fargo, who immediately informed me of unusual activity ( large amounts of money being deposited and withdrawn ) and that my funds were depleted. They also noticed large amounts of charges on my credit card. Wells Fargo immediately closed my accounts so no further transactions could occur. They explained to me that as a result, I only had {$100.00} credit in my checking account and owed Wells Fargo {$450.00} on my savings account. 

Wells Fargo advised me that unless the balance owed was paid within 30 days, I would be sent to collections. Therefore, I paid Wells Fargo {$340.00} on XX/XX/2019, to satisfy the remaining balance. I have the receipt. 

{$450.00} Balance on savings - XXXX Credit from checking {$340.00} Over the next week, Wells Fargo sent me several letters along with the fraudulent checks. These copies have been provided to the adjuster, XXXX XXXX, as an insurance claim has been filed. 

I also submitted a claim with Wells Fargos Claims Assistance Center, with the hopes of recovering the funds stolen from my checking and savings accounts ( approximately {$1500.00} in my savings and {$300.00} in my checking ). After review, Wells Fargos Claims Assistance Center sent me a letter on XX/XX/2019 stating Based on the information available to us, and because the transactions were made using your card and Personal Identification Number ( PIN ), we found it was made by you or someone who had your permission. Please consider your claim closed. I have a copy of this letter. 

Upset, I called the Claims Assistance Center and spoke with several people, who would not give me  enough information to explain the reason ( s ) for their denial, so they transferred me to an investigator. Because I had been on the phone for 45 minutes and had to take my friend to the airport, I gave the investigator permission to speak with my dad. He explained that these ATM transactions occurred in Georgia, Indiana, and Illinois using my debit card and PIN. My dad explained that I didnt give my debit card and PIN to anyone ( I still had it in my possession ) and I was working at XXXX XXXX in the XXXX XXXX XXXX  and XXXX XXXX in XXXX, Tennessee on the days in question. Therefore, my debit card must have been duplicated. The investigator said that was not possible due to the chip technology in the card. My dad asked him if there was video footage, since most ATMs have cameras. He said they checked, but no video was available. My dad offered to provide him with copies of my time cards to prove I was working in the XXXX/XXXX   area on the dates of these crimes, but he said it wouldnt matter, as these actions could have been committed by someone I knew. I then filed a Police Report on XX/XX/2019 ( Report # XXXX ) with Officer XXXX. 

Finally, my dad also filed an insurance claim for the fraudulent charges on my Visa Credit Card and I am still waiting to hear from Wells Fargo on this matter.

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