Consumer complaint received 2023-05-24
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
This is a FRUAD issue however there wasnt a checkbox for that so I checked the box that was similar. On XX/XX/XXXX I noticed I had {$2700.00} was taken out of my account I called my bank Wells Fargo to figure out what was going on and the phone rep said there was a check cashed in that amount I told her it wasnt me and she said she would have to transfer me to the claim department to file a claim which I did. When she transferred me to do so I was told the same thing that there was a check that was altered and cashed on XX/XX/XXXX and was taken on XX/XX/XXXX and she was not able to give me further information. She said to be patient and gave me a claim number that it would take 5 bs days to gather some information I was never offered a credit while they researched nothing. I waited 2 days and called back and had to go through 5 different reps because they didnt have the claim number I was given and said I never filled a claim this went on for 4 weeks. I kept calling giving them the same information and was given a different claim number every time. They kept giving me different information as well so I decided to call there Corp Phone number who then foiled another claim they really didnt k ow what was going on eighter. I had to go trough so many reps this went on for a month in half untill I finally had a XXXX from there executive claim team to help. He told he the same that a altered check was cashed in my name I told him I filed a police report and I filed with ID theft too. He said that someone went in the bank and cashed the check using an ID again I told him it wasnt me and I had plenty of proof I also asked if he could have the bank pull the camera footage to prove this. He said he reached out to the bank Wells Fargo in XXXX CA where it happened and asked for footage and it would take some time 2 months later Im still dealing with this he finally reached back to me when I called every couple of days for info and said that the bank hasnt given him an answer and I would have to call the police to get the footage myself he was very rude. I called the XXXX police department where I filled my police report and told them what he said and they said that the bank has to be the one to get the footage. I need help the money that was taken from me is my savings I needed to bury my mother and I dont know what to do. Ive spoke to over 15 different reps had an executive rep XXXX to be told he cant help me and they are not giving me back my money. This is all stance. I also asked him if the check is altered what was the name that it was altered from and who was the check from he told me it was a Insurance company XXXX XXXX. So I XXXX  this company and called and spoke with there fraud department and gave them the information XXXX gave me and they said that check was Voided XX/XX/XXXX and had a different name on it. I have there information if you need. Theres a lot more to this. I have all my proof it wasnt me and need my money back that was taken Wells Fargo has been rude and unprofessional with this matter.

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