Consumer complaint received 2018-12-05
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XX/XX/XXXX my teenage daughter got caught up in a scam which resulted in fraudulent checks being deposited into her account. When she advised me of the supposedly position of being this individual 's assistant I immediately recognized it as a scam and we contacted Wells Fargo to advise. Wells Fargo advised me the only way we could have them start an investigation into the matter is to report her card stolen. I advised the representative it needs to be investigated as fraud, put a hold on the account and to not allow any more transactions to take place on that account ending in XXXX. The representative still didn't seem to understand the situation or wasn't listening therefore I told him to leave the account as is and I will go to a branch to resolve. The next day she tried to pull her funds which were deposited from her payroll and the card was shut down when I specifically asked the individual not to shut anything down because I wanted to handle at the branch. My daughter and I went to a Wells Fargo branch and explained the situation, she advised us she would freeze the account ending in XXXX, open a new checking account for my daughter and transfer her payroll check to the new account, provide her temporary car while also order her permanent card for the new account. After speaking with someone in the fraud department on the phone to gain further information on how to handle they advised her the account ending in XXXX couldn't be closed out until the investigation is complete and to start a claim the card linked to the account has to be reported stolen and the claim would eventually transfer to the fraud department. After all this we left the Wells Fargo branch confident it had been resolved. A week later funds were pulled from my daughter savings account and transferred to her checking account ending in XXXX to cover fees for the fraudulent checks which were deposited. I contacted Wells Fargo and and was advised they are not able to return the funds nor stop any transactions from posting to the account until the investigation was complete. The representative also advised me that they see where someone in California was trying to pull funds out of the account several times. Later that day someone from the claims department at Wells Fargo called and left me a voicemail. I returned the phone call, provided my information for her to pull up the account and she began telling me I had deposited {$8500.00} in my account along with other transactions which had taken place. I advised the representative it sounds like she may be looking at the wrong account and she confirmed she didn't close out the customer she was originally working on information. I expressed my concern on how that could happen and continued to answer her questions.She advised the account was still open and there wasn't much they could do also there were no hold on that account so again transaction can go through. Everything and all information provided to me was contradicting and the representatives I spoke with didn't seem to be knowledgeable about situation nor how to proceed with helping me to resolve the matter. Two weeks later the account was still open, however we received a letter stating the investigation was complete and my funds which were removed from the savings account by Wells Fargo was just returned on today, XX/XX/XXXX. Also today my daughter went to a restaurant to eat and when she attempted to pay for her food the temporary card she was provided was declined, went to the atm and it stated card invalid. We contacted Wells Fargo for assistance and the gentleman advised us the card was reported stolen two weeks ago and they would be sending the police. Never the less she was horrified and contacted me at work for assistance. After hearing her in tears I called Wells Fargo and the representative I got on the phone stated the card didn't exist and wasn't link to her account which was absolutely ridiculous. I was able to get any sensible assistance on the phone therefore took time off from work and met my daughter at a local branch. The banker immediately recognized the problem, closed out the account with the fraud activity, provided us a new temporary debit card and ordered a new permanent while also verifying the card be linked to the new account. This ordeal has been so frustrating, stressful and time consuming. We were trying to do the right thing by reporting fraudulent activity but in the end it made us feel like we committed a crime by doing the right thing. I'm very dissatisfied with the service we've received in this situation and the lack of knowledge presented by the customer service representatives. This situation definitely have me considering changing banks.

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