Consumer complaint received 2022-10-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022 I made a withdrawal of {$750.00} out of my banking account with my debit card. After about 3 hours, I received a call that showed up as Wells Fargo which is who I banked with at XXXX. The phone number was ( XXXX ) XXXX which I have the call log for. While I was talking on the phone the lady was informing me that they noticed a charge used in XXXX and if it was me. I said no that wasn't me, so they said ok they will freeze my card and they would replace it. During the call, she was telling me personal information about me to prove that she was legitimate. Personal information such as my address, my first 6 numbers of my social security card, and other info, so I believed her so when she asked for my PIN, I didn't think about it and gave it to her. Shortly after, she said I would be receiving a confirmation text with a code and to give her the code and to also not log on my banking account. During this time, I had a gut feeling something was off so I didn't tell her that text code. I then told her that I would call the bank on the back of my card or a number listed online. She was trying to say that she was legitimate and she kind of seemed desperate to keep me on which was a red flag. I hung up on her and immediately called the back of my card and informed them of the issue. After about 2 hours on the phone, the representative closed the account and made a new account for me. While I was looking at charges on the app to figure out what they did. I noticed they withdrew {$240.00} from my banking account and transferred my savings into my checking which I am assuming that was why they wanted that text message code that luckily I didn't give them. I was really fortunate on taking out that {$750.00} because they couldn't take out more than the {$240.00} due to the daily limit. When I looked at the details of the changes, it showed that the charges were done at a ATM in XXXX while I was at work in XXXX. About 1-2 weeks later, I received a notice from my bank saying that the charges were made using with my card and the PIN that I dumbly gave them so they said it must of been me or someone who had my debit card. I still had my card so that wasn't true, however I did ask for a replacement for my debit card which I didn't receive at all which was suspicious. I am not sure if they skimmed my card somewhere or used my replacement card. When I called the bank fraud line to dispute it, XXXX said unfortunately he couldn't help and that it wasn't possible for them to copy my chip so it must of been me that made the charge. If it was me, why would I do another withdrawal and go do the extra steps to transfer my savings to my checking when I could of just done them through my app.

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