Consumer complaint received 2022-07-09
Company: WELLS FARGO & COMPANY
State: NE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/2022, my purse was stolen with my drivers license, checks, debt and credit cards. I immediately filed a police report and contacted Wells Fargo to close my checking account, checks, and shut off my credit cards. On XX/XX/XXXX I was trying to use my new debit card, linked to my new checking account and it was declined. When I checked my account it was negative XXXX and I had a notice that a {$2800.00} check went through and was on hold till the XXXX. Before this I had a balance of XXXX. That very night I contacted Wells Fargo Fraud department and reported it around XXXX. They said they will make a claim and it will be looked into in XXXX business days. I also emailed the police officer that took my police report for my stolen purse about the fraudulent checks. She instructed me to file a new police report in the county that I live in due to it being over 30 day since the theft. So I filed new police report with XXXX XXXX on XX/XX/XXXX. Also on XX/XX/XXXX another {$950.00} check went through my account. Now my overdraft protection credit card was linked to my checking account so overdrafts to that credit card had removed the XXXX and now I was negative a new XXXX in my checking. I called Wells Fargo again asking for my accounts to be frozen. XX/XX/XXXX another XXXX checks, each for {$2800.00} went through my account. I called on all transactions to the fraud department trying to get answer and information for the police and was unsuccessful. I also asked for a provisional credit and was denied. On XX/XX/XXXX, I was contacted by XXXX with Wells Fargo Research department. She gave me the 4 local Wells Fargo branch banks that all these checks were cashed at. She also informed me that my account wasn't frozen. She gave me a case reference number and said they would be " investigating '' this case. On XX/XX/XXXX I called the claims department to follow up and was told that my 5-10 business days " investigation '' didn't start till the XX/XX/XXXX, not XX/XX/XXXX when the claim was reported. On XX/XX/XXXX I went into XXXX Wells Fargo bank, where one of the checks were cashed, and spoke with the Branch XXXX XXXX. She explained they can't do anything at the branch level and that it is all up to the claims and fraud department, which is by phone only. I brought in with me all the documents of police reports, copies of the checks that were mailed to me, my bank statements, email to police officers and from Wells Fargo. She confirmed it looked like fraud and called the claims department on my behalf while I was with her. They told her my claim was incorrectly filed which is why it hadn't been looked at. She then filed an escalated complaint and gave me a reference number and told me it should be assigned to someone and looked at in 2-5 business days. I again asked for a provisionary credit while with XXXX. She said she would work on that at the branch level. On XX/XX/XXXX, I called the escalated resolution department number that I had from a letter I received in the mail about my results of my case. They informed me that my escalated case that XXXX filed hadn't been assigned to a case XXXX yet. I then called XXXX to follow up on the provisionary credit. She asked to know if I had been contacted by the resolution team. I said no, I called and no one is assigned my case yet. She then said she would get back with me. Later that afternoon she called and said she couldn't give me the provisional credit because my original fraud claim had been closed due to them not finding that {$9300.00} had be taken from my account. XXXX said this was clearly a mistake because all the documentation that I provided to her and this new escalated complaint claim, clearly shows that amount deducted from my account and over drafted to my credit card. XXXX was going to call the fraud department and speak with a supervisor to reopen the case. If she could not re-open the case I would have to start over with making a new claim. Until that claim is re-opened/ re created XXXX can not provide me with that provisionary credit, while I wait on the escalated complaint department to look into my case. I am beyond frustrated with Wells Fargo, not only with XXXX fraudulent checks making it through to my NEW account because as Candy put it " my accounts were in good standings, so when they came through the drive through with a fake id and my forged signature they didn't think anything of it and gave out the cash '', but also not putting on a freeze to my account when asked, filing my fraud claim incorrectly, then not doing a full research and closing the claim, and not getting a provisionary credit for all this so I can close out my accounts and be done with Wells Fargo. I have banked with them for over 15 years and I find all this incredibly aggravating, emotionally draining, and just plain negligent on their part of securing my new accounts.

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