Consumer complaint received 2018-02-10
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This all started on XX/XX/XXXX, when someone hacked into my online account and deposited a fraudulent check into my account for the amount of XXXX. They then changed my contact information and enrolled me into XXXX. They made three online transfers from my savings to my checkings. The first amount was for XXXX dollars and the last two transfers were in the amount of XXXX each. For a total of XXXX my whole life savings. Then they proceed to make cash withdrawals from ATMs, stores, and online purchases as well. On XX/XX/XXXX, I called Wells Fargo bank to report a claim of fraud on my account. The claim was taken over the phone but the information was incorrect and lost along the way with so many transfers between the departments. On the phone call, my account had a stop hold/ stolen place on my account. They said to close that account and open a new account that was still linked to that account. Over the phone, they changed my username and password for my online baking and even added a verbal password to my account. The agent told me that I would need to go into the branch to pick up my temporary card for my new account. I went into the bank that evening to pick up my new card but they were unable to help me. Once again I had to call the bank on the phone and they had to reset my account once again. A few days later I called to check on the status of my claim no new information was available. I received a survey in my email asking how I felt about my recent call to Wells Fargo. I was unhappy with my experience with Wells Fargo, so someone called me from my local branch and they set up an appointment to talk to a banker. I spent over two hours at this appointment on XX/XX/XXXX. The original information for the claim was incorrect and things were missing from the claim. The banker also noticed that whoever it was still had access to my account because they were still ordering checks even with the stop hold/ stolen in place on my account.The banker told me that I needed to close out that new account completely and open a new account that had no connection to my original account. I opened a new account. While I was at the bank I spoke to someone who said he was going to start my investigation. He asked me questions, but it was hard to understand him and communicate with him. He told me that the person who would complete my investigation would call me within 24-48 hours but that never happened. A week later or so I received a phone call from the banker who had been helping me. He informed me that my claim had been closed and he asked me what happened. This was news to me so he gave me the investigator name and number and told me to call him. So I did just that I left voicemails with no replies.He never got in contact with me at all. After this whole ordeal on XX/XX/XXXX, I went into the bank to close my account. with no resolution to my situation.

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