Consumer complaint received 2023-09-25
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:
On XX/XX/16 I received a call from the Wells Fargo fraud department a lady stated that there was suspicious activity in my account for a {XXXX XXXX  transaction and XXXX for XXXX. She asked if this was me and I said no. She then said ok that she can turn off my card and she will need to send me a new one. She said she needed my access code to do this. I was unaware of my access code so I guess and said my pin and then i said maybe its my last 4 of social security number. She then said my address number so she can send me a new card. She stated XXXX of my previous addresses and I told her it changed and she said in order to update it I had to tell her the verification number through text. She did it XXXX times and I told it to her. She said I would get my new XXXX in XXXX  day. A few minutes later after the phone call I got a text from Wells Fargo to verify account activity and I quickly checked my online banking app and saw XXXX  transactions that were not me. One of {XXXX} that was declined another one of XXXX  and another of XXXX. I turned off my card in the app and quickly called Wells Fargo and told them that was not me doing those transactions. I said that a lady had previously called me stating there was fraud and that she had already turned off my account. The Wells Fargo man on the phone said that my card was turned off and that the transaction probably happened before it was turned off. But I said it was not authorized nor done by me. He said he would send me a new card in XXXX business days and I was asking him why the lady said I would get it in 1 day. I finished the phone call with the Wells Fargo XXXX  and he submitted a claim. I then went to check my email and saw that my withdrawal limit was increased to {XXXX and that was not me authorizing that either. I then realized that the first phone call I received claiming it was Wells Fargo was really not and that I got scammed by them because I gave them my XXXX number thinking that was my XXXX code and because I gave them the XXXX verification numbers that they sent. I quickly called Wells Fargo back stating that I believe the first phone call I got was how I got scammed and the man said that a claim was already opened and that I had to wait XXXX days to hear back. I never heard back from anyone and when I called wells Fargo the claim was already closed and they said it was denied because I authorized it. I never authorized it and it was a scam I was telling them but they said that according to their investigation i cant get my money. No one was able to help me or fix this for me. They all said nothing can be done because their investigation shows no fraud. Someone was claiming to be me at the atm and it was not me. They had my XXXX  number and verification code and they took money from me that was not authorized. I want to see the atm video footage because this was not me and it was not authorized.

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