Consumer complaint received 2020-07-15
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Demand from attorney soon to be sent along with " 3 on your side '' news. 

My wallet was stolen. Inside my wallet was my ID along with my debit cards. I have been a Wells Fargo customer for more than 20 years. The same day my ID and debit cards were stolen I went into the bank at XXXX XXXX XXXX XXXX in XXXX. I sat with a banker named XXXX. She was helping me canceling out my cards and ordering new ones. I did ask if she needed to freeze my accounts and she said no. She canceled my cards and issued new ones. She had a lot of trouble with this and another associate came over and help her. Thinking I was safe and the issue was solved and just had to wait for my new cards in the mail, boy was I wrong. She gave me a temp card for the same accounts that my old cards that were stolen. I was using this temp card for the next two days and today my account has been overdrawn because the criminal who stole my debit card and ID, deposited and withdrew at 2 different banks, two checks for the amount of {$2800.00}. My account is now VERY much overdrawn .... I am the sole provider for my family of 4. Along with that my wife has XXXX XXXX and my account, the money I do have is frozen for 10 - 15 business days. Rent is coming up in 5 days. Along with the water bill, electricity bill. I have absolutely no way to access my funds that I have because my account is frozen. I have no way to get gas for my vehicle to go to work or have money to provide my family with groceries and the essentials needed to live. My understanding when I went in the first day this crime was committed, XXXX at the bank should have put a " hard hold '' on my account so NO ONE would be able to use my acct. She failed to follow procedure, according to my resources at another Wells Fargo bank ( names can be provided ) along with an attorney from California who has informed me that this is a huge mistake on XXXX 's part. This how now cause stressed not only to me but my wife and children. Along with a financial burden of not having ANY money for 10-15 business days. I am so utterly upset over this and the stress has taken a toll on my wife 's incurable XXXX. This is something I know that other 's have gone through, however with XXXX and Wells Fargo negligence on following the proper procedure, this all could have been avoided and now myself and my family are the one 's who are suffering from this. This is inexcusable. I have been told my complaint was closed and the result is : MONETARY RELIEF AMOUNT {$290.00} HOWEVER because of this I have lost my home because I was not able to pay rent because my acct is still frozen. My phone has been shut off because due to lack of payment because my acct is frozen. My truck payment has a late fee now. The money owed to family and friends for borrowing money to keep the electricity on, the water on and to buy groceries and gas. The {$290.00} Monetary Relief Amount will not due it. The amount needs to be larger in order for me to get back on my feet on a problem that was NOT mine, however I am and my family are the ones who are suffering. If this does not get resolved properly with the proper amount I will be hiring the attorney that gave me this website and told me to file a complaint first before submitting a demand.

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