Consumer complaint received 2022-01-02
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
sometime in XXXX i received a auto accident lawsuit check of {$42000.00}. 
since i had a good experience with wells Fargo in the past and know they are fdic insured i felt at the time i can trust my money with wells Fargo and so i proceeded on opening a account and bank with them thinking my money would be safe. boy was i wrong big time! 

XX/XX/XXXX i noticed my account was negative i was confused because i had {$5000.00} in the account i went all over my transactions going all the way back and noticed a unknown fraudulent charge of {$5000.00} from XXXX XXXX ( for the record i do not own no car ) in ohio when i live in XXXX florida and the tranaction type was a manual entry, no pin no swipe no insert. im told i have to wait 10 days for a response and they can not give me a temporary bank credit due to amount being to large. 

XX/XX/XXXX i get a email stating i was denied. i called back WELLS FARG BANK very very upset thru the roof! i spoke to rep in fraud claims dept i was told " sorry sir im so so sorry sir! unfortunatley i can not do nothing '' i then told rep this is a very serious matter im not gon na just sit here and leave it like this. all your banks say my money is safe and insured up to XXXX in all tellers across America on top of that i am goin to report wells Fargo to CFPB i literally feel robbed by my bank. rep then put me on hold and put on a supervisor. at this point the supervisor says that my phone number was used and a business with my name in it ( for the record i do not own any business ) therefore its considered " LEGIT '' based on that finding. i told supervisor that is completely wrong and last time i check that is what fraud is isnt it? using a victims information phone number create info and all? i explained this to the rep and also added that if she or anyone needed i can provide proof i am a w2 employee i don't own nothing and if needed i can provide any supporting documents but my offer was never taken. ALSO i GARENTEE if who ever that investigator is lookup which ever insurance vin number you WONT SEE MY NAME! i was then told i would be contacted by investigator 24-48 hours. 

XX/XX/XXXX i called XXXX from the fraud claims department. but when attempting to i was told i cant contact her because that dept only does outbound calls they dont receive so according to rep a note with a message was going to be sent to her to inform her i called. during this phone call the rep said she had some extra questions she wanted to know why i raised my spending limit i explained to her that i had a family trip to XXXX on XXXX so i wanted a increase in spending limit. i never said i wanted a specific amount i just said i needed a increase in case while on my trip some extra spending needs to be done i wont be stuck on the road. i was then told investigator will contact me 24-48 hours. 

XX/XX/XXXX here we are i have not heard nothing from the bank nor my money has been returned i had a sad XXXX. please help! 

i attached some supporting docs please contact me for more at XXXX XXXX

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