Consumer complaint received 2020-07-01
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a victim of fraud with purchases that I didn't made, exactly 6 purchases in total that drained my checking account to XXXX  ( The amounts of this transactions are : {$120.00} ; {$25.00} ; {$120.00} ; {$110.00} ; {$110.00} and {$92.00} ; Total : {$590.00} was lost ). I have been in possession of my debit card on the dates these purchases were made and is impossible that these transactions were made by me because I don't live or have travelled to the US in this period of time during in which the charges took place ( I live in XXXX ). The transactions have been made in XX/XX/2020 but there are many more transactions ( declined due to insufficient funds ) that occur until XX/XX/2020. In XX/XX/2020, was the day I discover that something wrong was happening and report it by phone. I explain the situation and the lady that attends me cancels the card, creates the claim and says to me : don't worry, the money will be reimbursed and a new debit card will be shipped to your home. This calms me and I wait some days to call for information about my claim. In XX/XX/2020, my claim was denied and closed because the claims department state that the card was physically used there and they assume that I'm lying ( the person in the call made me feel this way and practically forced me to end the call ). This happened when I called for information about my claim in the first call that I made after that I placed the claim ). In XX/XX/2020 I called again and they said the case was escalated to the Wells Fargo Executive Office.  In XX/XX/2020 and XX/XX/2020 two case specialist in Executive Office contacted me by email saying that they start the research to resolve my case in 10 business days max. In XX/XX/2020, I called to the Wells Fargo Executive Office because none of the case specialist contacted me in the time they said, but the answer was the same and they closed the case again with no retribution of my money. Due to my negative to accept this because is not fair, the case specialist told me that he opened a new case number and Ill have to wait 10 business days more but this is not comforting me because I think they don't have the interest to solve my situation. My debit card was sent in XX/XX/2020 to my home ( in XXXX, XXXX ) by XXXX because the old one had expiration date in XX/XX/2020 and it have been here in all moment ( the envelope came perfectly sealed and hasn't been previously opened until I opened it personally ). I have NEVER shared my card or my pin number to anyone. In 8 years that I'm Wells Fargo client, 1 ) I have NEVER used the debit card in any shop or commerce anywhere in the world and 2 ) all online banking connections that I make are done in XXXX. These two items are easily verifiable by the bank. I'm really concerned about the easy way that the bank treats my case without give me a chance to prove that I have the debit card, that I'm still in my country and examine the situation deeper, because if this purchases have been made by a physical card, it must be a clone card in possession of unscrupulous people and this implies heavily security breaches by the bank side and this escapes of my control. This is very serious. Please, help me to escalate this case to whoever can bring me a hand to solve this situation until my money will be refunded. I'll wait for your answer. Thanks.

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