Consumer complaint received 2021-06-07
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This is an addendum to CFPB complaint # XXXX RE : CFPB Case # XXXX CFPB Case # XXXX In regards to the complaint about Wells Fargo filed XX/XX/XXXX, I believe the second case # ... XXXX may be the same complaint forwarded from the Federal Reserve Consumer Help, although I'm not sure. I would like to add onto the complaint as I'm worried that Wells Fargo is going to again make an unauthorized transfer from my sister 's account. They keep sending letters to my sister 's address in XXXX XXXX but they eventually get forwarded to me. They know I'm power of attorney over her financial affairs but insist upon keeping me out of the loop, especially when it comes to her VISA account where much of the fraudulent activity seems to originate. My sister called Wells Fargo when we visited her recently to take care of some paperwork and told them she approved and wanted me to be able to access her VISA account in order to monitor it. They have continued to ignore both the legal POA document and my sister 's spoken directive. 

My sister is a retired XXXX XXXX XXXX XXXX in XXXX County and has a XXXX state pension and Social Security, but no nest egg due to unauthorized transactions/fraud that have occurred to her account over many years. She has no children to monitor her physical or financial well being and I've been brought into the picture late in the game as her only surviving relative. In the meantime, I am trying to assess the damage done and put a stop to fraudulent activities in order to pay for her medical bills. Wells Fargo has been anything but helpful, to put it mildly. 

I keep getting letters forwarded from Wells Fargo, addressed to my sister, which reference case numbers that I have not heard of nor has anyone spoken to me about them ( attached letters ). This is making me nervous they're going to attempt another unauthorized transfer of money to her VISA account. They did the {$7500.00} unauthorized " transfer reversal '' on XX/XX/XXXX, referencing XXXX Case # XXXX, which I have not seen nor has any paperwork been sent to my sister. When questioned they said they did it because of my complaint and they were not required to notify me or my sister. The letters attached ( dated XX/XX/XXXX & XX/XX/XXXX ) show complaints about the {$5000.00} unauthorized cash advance from VISA on XX/XX/XXXX and the subsequent fraud by XXXX XXXX XXXX . There is no reference to a {$2500.00} unauthorized cash advance. I don't know if this complaint was manufactured for cover to tap her account for {$7500.00} but it's troubling that we were not notified nor aware of these actions until we saw it on her bank account transactions. I now have a forwarded letter to my sister, dated XX/XX/XXXX, from Wells Fargo referencing an inquiry into her VISA dated XX/XX/XXXX, case # XXXX. I also have an email from Wells Fargo dated XX/XX/XXXX, case # XXXX, referencing another inquiry into her VISA. I have no idea what these are about. My sister has been in a XXXX facility during this time so, if I wasn't physically present to facilitate a phone call, she would not have made these inquiries, whatever they are. Without visibility into her account, I'm afraid this could be a setup for more unauthorized " transfer reversals. '' BTW the {$7500.00} Wells Fargo took from her account was there because we had to sell her car in order to provide a financial cushion for her extensive, and as of this point unknown, medical needs. It's totally sick that they took that and then had the gall to say they didn't have to tell me, the only person she has trying to safeguard her health. 

I hope this gives you a fuller picture of where we stand on this matter and, hopefully, something can be done before my sister is out of money and options. 

Thank you for any help you can provide. 

Sincerely, XXXX XXXX P. S. : As a result of the Consumer Financial Protection Bureau notifying Wells Fargo about this complaint, we got a call today from Wells Fargo, XXXX XXXX. in XXXX XXXX. We attempted to clear up the fog on the number of claims, the lack of documentation, etc. As of now, I have a paper record of the two checking account claims although no visibility into the VISA " claim ( s ) '' whatsoever. I don't know if there are any more Wells Fargo claims as they are not transparent and many phone calls for information result in hour long waits on the phone and subsequent and frequent phone " disconnects. '' The claims I am aware of today : WF Claim # XXXX, links to CFPB ID # XXXX WF Claim # XXXX, links to CFPB ID # XXXX XXXX -- no idea what this is ( dated XX/XX/XXXX ) XXXX -- no idea what this is ( dated XX/XX/XXXX ) XXXX Case No. XXXX, used for unauthorized transfer reversal of {$7500.00} XX/XX/XXXX to VISA, no record of the claim in my sister 's files or my files WF Claim # XXXX, {$680.00} temp credit. on claim ( which included, among others, another XXXX XXXX XXXX transaction of {$1500.00} ) WF Claim # XXXX, {$4000.00} final credit ( all XXXX XXXX XXXX transactions )

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