Consumer complaint received 2021-03-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I was called by a number that came back to Wells Fargo that I had had an unauthorized use of my account ( debit ) at an ATM. The person knew my phone number, bank account number and debit PIN. She told me that she would put a stop on my account and XXXX  me a new card. She sent me a code like they always do to verify my identity on my phone. I hung up the phone thinking that things were taken care of. On XX/XX/XXXX, another fraudulent charge was placed on my debit card. I called back the number which went to a Wells Fargo sounding answering machine and was transferred to what I thought was a representative. The person was a male and stated that he apologized, that they had sent a XXXX with my new card and that he had closed my old card and that the XXXX had been sent back because I wasnt home to sign for it. He sent me a one time ATM code while I was on the call to verify my identity. Not suspecting anything, I read him back the code and he reassured me that things were taken care of. Once again, on XX/XX/XXXX ANOTHER charge went through on my card. I this time XXXX the number for Wells Fargo ( which was VERY close to the number I had been previously called from ) and called. The Wells Fargo representative had no clue what I was talking about and said that no fraud had been previously reported. Thats when I realized that the previous number that I had been called from and the people that I had spoken to was all a scam. They had stolen {$6000.00} dollars from me! 

I am a front line XXXX worker working night shifts and during the day doing home school with my two elementary school children to protect both them AND the community from COVID, as I have very heavy COVID exposure at work. I called Wells Fargo who filed a claim, asked me three yes/no answers which I answered honestly and then denied my claim saying that there was only authorized use of my debit card. I explained to them that at no point had I authorized ANYONE to use my card but they still denied my claim, stating maybe the court system can help you. I have filed police reports and called and called Wells Fargo to help me, but they are cold, heartless and lack any empathy for their customers who are the victims of fraud. Because these people have stolen my money and Wells Fargo wont even consider the case AFTER fraud and unauthorized use of my card is proven. I think that this represents a lack of accountability on behalf of Wells Fargos part and poor customer service bordering on fraud on behalf of that Institution. 

I have had trouble paying my bills after this has occurred, a situation that Wells Fargo has benefitted from financially. I think that this case represents a lapse in the fiduciary relationship held between the bank and the customer and puts the customer at increased financial risk that the banking institution will not absorb.

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