Consumer complaint received 2023-09-05
Company: WELLS FARGO & COMPANY
State: VA
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:
Called Wells Fargo regarding fraudulent charges at 2 locations that I, never go to. These were 2nd time happened within couple of months. The difference was that the previous activity was done online. The charges this second time, worth {$33.00}, happened on same day one after the other. The locations are close to our house, but I nor anyone in family ever go. I do not drive so only travel with one of my daughters. Wells Fargo sent letter saying that it is not fradulent thst my card was inserted in. I had my card with me whole time did not lose it nor did anyone else take my card without my knowlwdge to use it. Since same thing happened to my brother, where they tried to say that it was my brother, who is in Virginia, who was using his card in California when he hasn't been to california in years. After several attempts Wells Fargo reopened case and he was able to get his funds back. Similary, we asked to reopen my case and reinvestigate. They refused..instead I have been yelled at on the phone by multiple people and hung up on multiple times, even by so called managers. For this reason I do not like to get on phone to talk but they will not talk to my daughters even on speaker phone and with me giving permission for them to be on the call. I have been told different things each time. I was told that they can mail my documentation to show that it was me who authorized the charges very next day after the call. Never happened so I called again to be told it will take 14 days..never happened to be told last time I called that it'll be 30 days. {$33.00} may not seem big, but to someone, as an XXXX yo, who is only living off of social security, that is a lot. Just last week again, I had to call with additional fradulent charges. This time, they took care of it right away and credited the amount. Told the agent who helped out about my previous charges issues. She stated that a manager would call, but I haven't received a call yet. This agent also said that documentation is never mailed out, unlike what the previous people told me. She is also the only one who acknowledged that card cloning still occurs. I just received notification last week that from my last hospital stay in XXXX, my information had been caught up in a huge breach. It sounds too coincidental with the repeated fradulent charges on my account. I have never had an experience like this with anyone, nor have I ever been treated so disrespectfullly as I have been by Wells Fargo. I opened up an account with XXXX XXXX over 38 years ago when i first moved to the country and just continued through the mergers from Wachovia to Wells Fargo. It is disheartening that all these years, I never had issues with them to be treated as I have been lately. It's disappointing to know they don't value customer service.

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