Consumer complaint received 2023-01-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Ref : Wells Fargo Claim # XXXX On XX/XX/XXXX 6 unauthorized purchases were made on my XXXX account through XXXX ( linked to my Wells Fargo debit card ) while I was at work ( from XXXX XXXX to XXXX XXXX ). This was done through malware, that unknown to me, had installed itself on my computer ( the attached screenshot shows that it installed itself at XXXX XXXX while I was at work ). Upon searching the Internet, I found that this was a common occurrence ( https : XXXX ) with this malware, using a remote login software called XXXX. This is used by an intruding party to log into my computer and order the products. After these orders were placed by the intruding party using the remote login software, which was downloaded unbeknownst to me, I received several emails notifying me of the purchases. As soon as I saw these, I immediately called XXXX to cancel the purchases. I was thus able to cancel 5 out of the 6 orders. The XXXX representative told me to call my bank and file a dispute for the remaining order that I was unable to cancel, which was for the amount of {$2300.00}. 

When I came home, I noticed that XXXX along with an application extension ( XXXX ) was downloaded on my computer at XXXX, while I was at work. I filed the dispute with my bank that same night ( XXXX XXXX ) and they provisionally credited me the {$2300.00}, while they finish their investigation. During the time of the investigation, I received an empty box from the seller of the order, which I hadn't placed, and I immediately called XXXX to inform them. I was told to send them a picture, which I did. I never heard back from XXXX thereafter. On XX/XX/22 I received a letter from my bank, Wells Fargo, stating that they requested information from me but never received a reply. I NEVER received a letter, email, or phone call requesting any further information from Wells Fargo. As such, they informed me in this letter that the provisional credit of {$2300.00} that they had given will be deducted on XX/XX/22. I immediately called Wells Fargo regarding their letter and discovered that they had assumed that I purchased the product willingly, as they noticed that the online order came from my home XXXX address. Clearly, they did not understand my point that the order was placed by an intruding party who had placed the order remotely using malware software. I made it very clear to Wells Fargo that I DID NOT make the purchase, which cleared the confusion. Wells Fargo then extended their investigation by 10 business days to further review the case. On Saturday, XX/XX/XXXX I received a call from Wells Fargo stating that I had lost the case, and it was now closed. They said that I would need to discuss the matter with XXXX. 

I then followed up with XXXX ( including their representative 's Supervisor ), who told me that since the case was filed with Wells Fargo, they could not help me. At the end of the day, none of the 3 parties who were supposed to protect me from fraud, that is, XXXX, XXXX, and Wells Fargo, provided me any protection whatsoever. As a last resort, I am writing to you. As a college student, losing such a large amount of money to fraud, especially when I expected protection, is very harmful to me, not to mention very demoralizing.

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