Consumer complaint received 2022-07-25
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX at around XXXX CT during a work trip in XXXX XXXX XXXX someone outside of a bar stole my XXXX. They must've been crafty and experienced, because they managed to figure out the passcode. They used the digital debit card and online banking apps to make $ XXXX {$20000.00} worth in transactions. I immediately filed a police report ( XXXX ) and fraud claims with Wells Fargo XXXX # XXXX ), XXXX XXXXXXXX, XXXX XXXX and XXXX as soon as I noticed the activity on XXXX at around XXXX CT. I also filed an insurance claim with XXXX XXXX XXXX to get a replacement XXXX device which I received and activated on XXXX. However, the perpetrator appeared to have changed my XXXX XXXX  and XXXX  passwords which contained my personal information ( Driver 's License, Social Security Card ) and I did not regain control of these until XX/XX/XXXX. Noticing they accessed this information, I then filed an Identity Theft report with the Federal Trade Commission ( # XXXX ) on XX/XX/XXXX as well. After calling Wells Fargo claims department multiple times throughout the 10-business- day guaranteed review period, I was informed on XX/XX/XXXX that my claim amount of {$9700.00} was denied stating ; XXXX. Some transactions within the claim appeared credible. XXXX. These credible transactions were done with chip authentication, which contradicts my claim that the debit card was stolen from me. XXXX. The earliest transaction included in the claim was XXXX, and I didn't file fraud until XXXX. The claims specialist who filed my claim recorded all of the above information incorrectly. I was never given visibility to, or contacted to, review the exact transactions that were in the claim. There were indeed XXXX transactions totaling {$62.00} that were not fraud included unbeknownst to me and that I could've easily instructed them to remove. Those XXXX transactions spanned dates XXXX, which also made my claim appear to have been filed days after the supposed fraudulent activity began. Lastly, I never reported the debit card stolen, I clearly reported that my XXXX was stolen and hacked into on the initial phone call I had with Wells Fargo customer service. I have yet to receive an official letter in the mail with a record of this XX/XX/XXXX decision. I escalated my case to the Executive Complaints department at Wells Fargo on XX/XX/XXXX, where the claim was sent back for re-review with the details corrected. On this same day, I filed a separate fraud claim with Wells Fargo ( # XXXX ) for {$580.00} in XXXX transfers that I did not authorize. It was approved and credited to my account the same day. I received an official letter in the mail on XX/XX/XXXX as well. After calling the Executive Complaints department daily, I was informed today on XX/XX/XXXX that my now {$9600.00} claim was denied again and that Wells Fargo finds the transactions were authorized by me or by someone I gave permission to authorize. I do not understand how they can't see that these egregious transactions were not authorized by me, and according to federal law that I am not responsible for the total amount. The claims department mishandled my case, the customer service was nothing short of torturous, and I was never communicated with properly regarding my claim. I am filing complaints against Wells Fargo with the Office of Comptroller of Currency ( OCC ) and the Consumer Financial Protection Bureau ( CFPB ). Additionally, I am seeking legal counsel to prepare to file suit against Wells Fargo for the amount I was defrauded if need be. I will provide any and all documentation necessary to corroborate my case.

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