Consumer complaint received 2018-11-28
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hi well honestly it started when I returned from my trip out of state, I received an email on my phone saying that my address has been changed, i was just landing at this moment and preceded to rent a car to get to a wells Fargo branch its XXXX very scarce on this branch, as I was getting to the bank I received a text message to authorized a buy for XXXX cents I pulled over and checked my phone with more detail and whent in to the app, and once I did I realized many transfers and withdrawals that could not have been making for the simple fact that one I was driving at that time and I was in XXXX and the charges where made in Maryland, so I proceeded to the branch and reported this suspicious activity, the lady at the beach was kind to help me but apparantly she had to call the fraud line at wells Fargo office, so as I am explaining the situation I am in they are still charging my card with and I had the card in my hand while this was happening, some I am getting frustrated because it was not a few hundred dollars taken out it was thousands, the lady at wells Fargo told me to calm down and assured me the I fought this action on time and their wouldn't be any problems, an so I waited the 10 workable days that they said to wait and they took care of one claim in 3 days. So I waited for my second claim, I still didn't understand why they made two claims if this was one incident all together, so at the end of the ten days, no answer I called and spoke to a representative asking the status of my claim he said he was going to look into it 5min later he transferred my call to another person and this man was asking all the information I just gave the first man, I said I just gave you al my info why do i need to give it again, and a condescending tone he said i can't help you if you dont give me all the info again, frustrated with this situation I gave it again, and after speaking he brought to my attention that all the transactions where confirmed over the phone I told him again I was at the branch while this was happening how can that be possible, he said he did not know but he would resubmit my case and to wait another 10 days and I said yes ok thank you, another 10 days when by and I called again, this time a lady answered the phone XXXX her name was and i asked her if she could look into to this case first she said it didn't exists then after a five minutes she suddenly found it and said the investigation was closed because i or some one that I knew had knowledge about my card and pin info and that's how the money got transferred out, I asked again how is this possible if I was at the branch reporting these transactions and withdrawals and I had the card in question in my hand at the moment, I said that because she told me that they used the card and swiped it, I was still puzzled because I handed over the card at the bank and she spoke with some on telling him that the card was in my possession, so she told me that she would resubmit my claim again and to wait another 10day, this incident occured on XX/XX/XXXX, till this day I am waiting because they told me an investigator would call and give me de details of this investigation but I have not heard from anyone, I had to take another flight because the money I had was to keep XXXX XXXX for my father in law alive, I honestly dont know why this happened, but for the bank to deny that it was not their fault and not return my funds is just frustrating, I have had this for years know and I know the cameras that they have at all the banks will show that i was at the bank in XXXX reporting this and whom ever swiped the card will show some on else. This is a case of I'd theft know the change in address made sence, please I need help. The pattern of my account should be enough to know that this was not me.

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