Consumer complaint received 2020-07-07
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020 I called Wells Fargo to check my account balance ; this is the only way for me to do so without visiting an ATM as I do not have a smartphone or personal internet access. I was informed by a representative that my account did not have any available funds, and was told by the representative that they would call me back shortly and I could receive more information. The representative did not call back and neglected to collect or provide any information. 
Later that day, I used a friend 's internet browser to sign into my Wells Fargo account. This revealed a negative balance of {$1100.00}. I immediately turned my card off through the security options under my account. I reviewed the transactions history to determine when fraudulent charges began and concluded my card had been stolen on XX/XX/2020. 
The following day, XX/XX/2020, I called Wells Fargo to report my card stolen ; the representative deactivated the stolen card and issued a replacement card to be mailed. I was then forwarded to the Wells Fargo Claims Assistance Center and filed a dispute for all transactions between XX/XX/2020 and XX/XX/2020, totaling 56 transactions and {$3200.00}. The claim was denied on XX/XX/2020 ; they determined that because the transactions were made using my card and my Personal Identification Number ( PIN ), they were all made by either myself or  someone I gave permission to. 
I received the letter of denial the day of this complaint, XX/XX/2020. I called the phone number on the letter and requested to be sent all documentation Wells Fargo used in their decision to deny my claim. I was further informed I would have to provide my own preponderance of evidence that Wells Fargo did not collect to have any chance of the charges being reconsidered. Wells Fargo would not take any further action on its own accord in this matter. 
After disconnecting with the bank, I contacted the hotel where a large portion of the total fraud value occurred. They informed me their policy required a separate form of identification be presented at check in. Based on this I filed an identity theft report with the Federal Trade Commission. 
Looking into the email associated with my Wells Fargo account, I did not receive a notification of my balance reaching zero or under until XX/XX/2020. I also received an email that my card had been declined on XX/XX/2020, after it was stolen, due to an incorrect PIN being entered. Further, on XX/XX/2020, I received an email that my card had been declined for an attempted charge of {$76.00} exactly 10 minutes after I received an email confirming that my card had been turned off as I selected when viewing my account online. 
I am now compiling multiple documentations in an attempt to present what Wells Fargo will accept as a preponderance of evidence. Currently these include the emails attached in this complaint, my FTC identity theft report, and this complaint reference number at its submission. I will further be collecting a formal police report and making complaints with the Office of the Comptroller of the Currency and the state 's Attorney General.

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