Consumer complaint received 2018-05-23
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Wells Fargo is holding me accountable for a purchase made at XXXX that was not made by me. I immediately filed a claim with them. I have also filed a claim with the FTC and my credit card company alleging identity theft and other issues with fraudulent purchases made at an XXXX store by someone other than myself. Below is an email I typed to Wells Fargo 's claim department so they reopen my claim and consider the necessary information. 

Wells Fargo Claims Department, I am writing this email to provide documentation on my claim and why I feel it needs to be reopened. My wallet was compromised. Along with losing it, my credit cards, debit cards, social security card and other personal information was taken and used fraudulently. During the time of these issues happening, I was in the process of legally changing my name due to personal and family reasons. My last name went from XXXX to XXXX, and my attorney was working on this since XX/XX/XXXX. As of the end of XX/XX/XXXX, my name change was finalized. I was told by my credit card companies and Wells Fargo to destory the old cards until a new one is sent out to me. I explained that I did not have the card, and they informed me that it was blocked and any purchases would be blocked immediately. I was satisfied with this and got a new card two days later. Upon direct deposits from the IRS, my employer and FAFSA, I noticed my account was charged for {$960.00} from XXXX. The charge fell off and then posted to my account again. After letting my transactions clear and go through the usual process, I noticed my other cards were compromised and began to alert the companies they were issued from. One of which is XXXX XXXXXXXX XXXX. You will see attached a letter from the Office of the President going over the fraud from XXXX that transpired on my credit card account on the same day as this transaction on my Wells Fargo card. 

XXXX XXXX initially did not find in my favor until I submitted documentation explaining why these purchases were not made by myself. They found in my favor after reopening the claim, and I was subsequently issued my credit. Due to my identity theft, changing my last name legally and my debit, ID and credit cards in limbo ( from my wallet being lost to receiving new cards with my new legal name ), I went through numerous issues and tried to address them in ways I deemed necessary. I am submitting the following to reconsider my claim and reopen it : Copy of ID showing issuance XX/XX/XXXX after my wallet was lost Copy of letter from XXXX XXXXXXXX XXXX finding in my favor for purchases made on the same date XXXX purchases were made fraudently using my credit card Copy of Identity Theft Affadavit showing my report to law enforcement about this issue I would appreciate a timely response in regards to this claim and have a right to appeal the closure of the investigation. I will be submitting a claim with the Consumer Financial Portection Bureau if this issue is not addressed appropriately. This is causing harm to my financial life, my identity, and most of all, my relationship with my credit card companies and financial institutions such as Wells Fargo. 

Thank you in advance for your cooperation.

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