Consumer complaint received 2022-04-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear CFPB Representative, My complaint is regarding : Wells Fargo Bank , N.A . 
The sum of {$5000.00} was fraudulently withdrawn from my checking account on XX/XX/XXXX. I immediately contacted Wells Fargo. 
On XX/XX/XXXX I received a letter from the Claims Assistance center for ATM/Debit Cards in XXXX, XXXX stating XXXX, we have found the charges were made by you or someone who had your permission. 

However, my debit card has never left my site, nor I have a lost or stolen debit card or allowed anyone else to use. I have not provided anyone with my debit card information and my debit card has been in my possession. I did not use my debit card to make purchases described below. These threetransactions were not lawfully made by me. My debit card was not present in the authorization of the three transactions that I stated below. 

Yet, I only have received a credit of {$64.00} for one out of the three transactions. 
I contacted Wells Fargo Fraud Dept numerous times and was told there is nothing they can do. 
Then I sent two certified letters to Fraud Claims Reconsideration at Wells Fargo Bank. 
Letter # XXXX : delivered XX/XX/XXXX @ XXXX. XXXX tracking # ..... 
Letter # XXXX : delivered XX/XX/XXXX @ XXXX. XXXX tracking # ..... 
Again, I received no response. 
The lack of communication and speed to resolve this is absolutely unacceptable and I have been without my money for over a year now. 
Fraudulent transactions : Transaction # XXXX XX/XX/XXXX XXXX XXXX on XX/XX/XXXX XXXX * ... card .... {$2400.00}. 
Transaction # XXXX XX/XX/XXXX XXXX XXXX on XXXX XXXX * ... card .... {$2500.00}. 
Transaction # XXXX XX/XX/XXXX XXXX XXXX on XX/XX/XXXX XXXX * ... card .... {$64.00}. 
All three of these transactions were not made by me. These three transactions were not authorized by me. I did not receive products or services from these transactions. 
A history of the events are as follows : 1 ) XX/XX/XXXX, I received notifications of these transactions by text : The text message was from XXXX, received on XXXX, XXXX at XXXX pm Free Msg : Verify Wells Fargo Activity. Card ... {$5600.00} .... STOP to stop msgs. 
XXXX ) XX/XX/XXXX, upon receipt of this text message, I immediately contacted Well Fargo by phone. 
XXXX ) XX/XX/XXXX, I was provided a provisional credit of {$5100.00}. 
XXXX ) XX/XX/XXXX, the amount of {$5000.00} was withdrawn from my account again by Wells Fargo. 
XXXX ) XX/XX/XXXX, I opened investigation at ... Police Dept, Case # ..., with Detective XXXX XXXX... 
Also, I opened XXXX XXXX XXXX claim # .... I do not understand why these transactions were authorized by Wells Fargo even though I called to state these transactions were not made by me. These transactions should have been stopped when authorizations were occurring. 
XXXX ) On XX/XX/XXXX I called and spoke with ... at Wells Fargo Fraud Department. He couldnt find my claim number. 
XXXX ) On XX/XX/XXXX, I received an email from ..., a Case Specialist the Wells Fargo Enterprise Complaints Management Office, regarding Wells Fargo Case ID : ... stating My role is to research and resolve your complaint. 
XXXX ) On XX/XX/XXXX I spoke with ..., a Case Specialist the Wells Fargo Enterprise Complaints Management Office, who said that he has no power to overturn the already made decisions, in other words, to resolve my complaint. He only can check that the decision was done in accordance with their procedures.

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