Consumer complaint received 2021-06-30
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To whom this letter may concern : Please accept this letter and any attachments as additional information into my online fraud case. 
On the morning of XX/XX/XXXX between XXXX and XXXX I logged into my Wells Fargo account through my android mobile app and discovered six transactions in discussion ; {$990.00}, {$990.00}, {$990.00}, {$990.00}, {$990.00}, {$990.00}, all consecutively ending in one cent of a difference. I immediately called to report these unknown transactions and on XX/XX/XXXX I received a letter ( copy of letter attached ) from Wells Fargo Claims Dept stating that they had reviewed and completed my claim and that my claim indicated that the online transfers disputed were NOT authorized by me?? But Research of these transactions shows that they were requested through a secure online banking session using my username and password and that after reviewing all information regarding these transactions in dispute, it is determined that the transactions were made by Me or someone who had My authorization! ( Really? that makes no sense! ) Based on my online banking statements these transactions were made via Bill Pay to a Chase credit card but based on my transfers and bill pay history its clear that I ONLY do money transfer from my checking account to my savings account and to my Wells Fargo credit card for payments, which by the way I had a balance of {$500.00} at the time of this online fraud. Also, history will show activity through XXXX for payments of my tithe. Never have I used Bill Pay for ANYTHING and its clear to me that this is a big time fraud because based on further findings I discovered that many awkward changes were made to my online checking and credit card account settings ( copy of Alerts history attached ) during weird times of the day and also during the same day ( XX/XX/XXXX ) that these transactions were made. I have discovered an email sent to my XXXX account by my XXXX account on XX/XX/XXXX ( email has been changed since these transactions were made, copy of email attached ) stating that a code had been sent to my XXXX that was used to initiate a session on my XXXX account. Details of login : device ; XXXX, windows nt. When ; XX/XX/XXXX @ XXXXXXXX XXXX. PDT. Where ; Arkansas, USA XXXX. Based on a conversation with a Wells Fargo Agent on XX/XX/XXXX she was able to confirm that there were two different dates for Bill Pay enrollment, she stated it was during the year of XXXX and on XX/XX/XXXX, all this happens just three days before I received the email notification about the code used to login in my email, and also three days before changes were made to my online Wells Fargo checking and credit account. On XX/XX/XXXX I called XXXX bank to find out if a there was an account set up using my identity but no information was found under my social security number and also no info could be given since I have no account number or debit/credit card with XXXX bank. On XX/XX/XXXX I called XXXX to notify of this online fraud on my Wells Fargo bank account and a fraud alert was activated and forwarded to XXXX and XXXX. Copy of email and letters from Credit Reporting Agencies are attached. All of this activity is more than suspicious, its clear that there was absolutely NO authorization given to anyone by me to have access to my funds. It makes no since that no email or text alert was sent to me to notify me of any suspicious activity on my online account. It makes no since for me to have a balance on my credit card but yet somehow pay someone {$6000.00} for their credit card debt? What also doesnt make sense is why my account is still active even after reporting online fraud. This determination to deny my claim is absolutely unacceptable and Im requesting further investigation into this matter to be able to recover all of my {$5900.00}.

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