Consumer complaint received 2022-08-06
Company: WELLS FARGO & COMPANY
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
On XXXX and XXXX someone logged into my WellsFargo online banking. They added overdraft protection to 2 accounts, they did not change password or make any other changes that I know of. 

They logged in again on XX/XX/XXXX and made 10 " Bill pay '' transfers. 

4 transactions from " Business line of Credit '' account. 
Transactions were in amounts of {$990.00}, XXXX, XXXX, etc XXXX from " XXXX '' account, however since it had no money, the overdraft protection kicked in and charged the transactions to the credit card. ( same transaction size pattern as above ) All transactions were made using " Bill Pay '' feature, XXXX payments were made to account called " XXXX XXXX XXXX XXXX XXXX '' ( i don't & haven't had XXXX accounts in >20 years ). 
4 payments went to " XXXX XXXX '' account. 
Total withdrawn : XXXX My Wells Fargo accounts had minimal usage in terms of $ value or frequency prior to this : " XXXX '' : XXXX usage in last 4 years, {$40.00} balance. 
" Business Checking '' : Minimal usage ( 3-4 transactions a month ), $ XXXX balance " Business Credit card '' Credit limit XXXX used {$1500.00} " Business line of credit '' Credit Limit XXXX used XXXX Multiple calls, MANY HOURS of speaking with rep after rep asking to speak with someone with decision making authority, Wells Fargo replies with XXXX XXXX We deny the claim. based on our research the transactions were made through secure online session by you or someone who had your authority. Based on this information, we determined the transactions were authorized. '' I fail to connect me logging account before and after the occurrence proves that It was me and not unauthorized transaction. 

I dont know what to do as I cant take responsibility for XXXX stolen from WellsFargo via loans using my online account access. 
No one had access to my home or my computer, if someone did, they certainly knew their way around payments and thresholds ( {$990.00}, {$990.00}, etc ) not to trigger any alarms.. 
Saying " we didn't find any unauthorized access, so it must be you '' is a terrible answer. 
The occurrence is a FACT, 6 payments to same payee, 5 min apart, all just a few cents under XXXX From accounts that haven't been used in years, VIA OVERDRAFT Account that was activated just days prior on accounts that had minimal usage in recent time. 

Immediately followed by 4 payments to different payee, using same tactic ^ If THAT doesn't set off any alarms and doesn't OBVIOUSLY look like fraud, I don't know what does Please see excerpt from Wells Fargos official rersponse. 

We investigate claims based on information provided by the customer and information or data found by utilizing internal systems. Upon the receipt of your concerns, we reviewed the resolution of your claim further. We found that there were other undisputed transfers done on the same device, with a standard login between XX/XX/XXXX, and XX/XX/XXXX. This same login was also used for other undisputed transactions and there were no password changes or login failures prior to disputed activity. Research also show that the One Time Password ( OTP ) went to the primary email address on file XXXX and there have been no changes for more than 360 days. Based on this information, we have established that no error has occurred and that these transactions were valid and authorized. As your inquiry did not provide us with any new information to consider, we continue to support the decision made by our Online Fraud Claims department in the claim. 

Overdraft protection to your Business Checking account ending in XXXX was added on XX/XX/XXXX. Our research shows that on XX/XX/XXXX, there was an overdraft protection transfer to account ending in XXXX in the amount of {$3900.00} and an overdraft protection fee of {$20.00} was applied to the account Overdraft protection to your Business Checking account ending in XXXX was added on XXXX, XXXX. Our research show that on XX/XX/XXXX, there was an overdraft protection transfer to account ending in XXXX in the amount of {$6000.00} and an overdraft protection fee of {$20.00} was applied to the account.

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