Consumer complaint received 2019-03-15
Company: WELLS FARGO & COMPANY
State: DC
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 Claim Assistance Center Claim # XXXX In their response, Wells Fargo provided the following documents : 1.Account statement showing the transactions during the time in which the disputed transaction occurred. 
If you look attached page 2 and 3, you can see that the disputed transaction occurred from XX/XX/XXXX to XX/XX/XXXX and I have highlighted the only legitimate transaction which was a direct deposit on the XX/XX/XXXX meaning that I did not have any direct knowledge about the time and date this transaction was being made into the account from the XX/XX/XXXX to XX/XX/XXXX. Again, that is the only transaction during that time. 
2. Detailed ATM/Debit card account information On page 4, the memo says PIN Change on  XX/XX/XXXX, which I stressed before that this change mentioned on the XX/XX/XXXX was unsuccessful. Their own memo shows NO Old PIN Value and NO new PIN Value which according to them was not successful. Otherwise please show the Old PIN and New PIN because on page 5, I  have a copy of the New PIN sent to me after XX/XX/XXXX when I could not change it over the phone. That was the only PIN I was using up until the card got lost. Wells Fargo must reveal the compromised which I am sure will match the generated PIN they have sent me after XX/XX/XXXX, proving that I was not able to change anything as suggested. 
3. Account show that the customers account was being monitored via online banking throughout the timeframe of the disputed activity.

On page 6, you can clearly see that I have logged twice ; one on XX/XX/XXXX and one on XX/XX/XXXX both from the state of Maryland. The other logins the bank showed were made in Virginia. 
On page 7, the only two PWID that the bank provided were the ones when I logged into the account from Maryland. It appears suspicious to me that there were no other PWID provided by the bank between the two times that I logged. ( VERY ACKWARD ). Also, no TDL was provided except the two times that I have logged in ( XX/XX/XXXX and XX/XX/XXXX ) the XXXX before I lose the card and the XX/XX/XXXX when I reported the lost. 
On page 8, there was a full description of the ISP the two times that I have logged in and again it shows the state of Maryland. Between those two logins, they were not able to provided a clear description of the ISP and if they think that whatever they provided is correct why not follow that lead and see in fact who was login into the account at that time. 
4. No incorrect PIN number was used.

On page 9, we can clearly see that on XX/XX/XXXX according to Wells Fargo bank, the response to the transaction was declined because of INVALID PIN and the transaction location was out of the US.

5. There were no attempts to exceed the withdrawal limit on the card which was change from there are no low amount requested.

On page 10, we can clearly see that on XX/XX/XXXX the first amount withdraw was way less ( {$370.00} ) than the withdrawal limit ( {$2000.00} ). Also, the second and the third withdrawals still on XX/XX/XXXX were ( {$750.00} each ) which were increase but still less than the daily limit. So, on XX/XX/XXXX, the total amount that was withdrawn is ( $ XXXX $ XXXX {$750.00} ) which is ( {$1800.00} ). On XX/XX/XXXX, the amount that was withdrawn was XXXX {$1800.00} ) which is VERY VERY CLOSE to ( {$1800.00} ) that was withdrawn out of the account the day before. Can someone explain to Wells Fargo how the daily limit withdrawal was figured out? People are XXXX!!!, but this is simple Math. 
When I find answer to wells Fargo denial, they keep adding other stuff to deny the claim. It is not up to me to find answer for Wells Fargo, I am a victim. They have to provide concrete evidence that I have authorized those charges because I have been claiming since the beginning that I did not and I am not aware of those transactions. Plus, I am protected by the Zero Liability Protection.

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