Consumer complaint received 2022-08-02
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 Sunday, XX/XX/XXXX, I became aware of fraudulent transactions pending in my Wells Fargo Business account. I immediately called Wells Fargo to report the problem ; I made the call at XXXX am, and the call lasted XXXX minutes. I was assured the matter would be handled, my atm card would be considered " stolen '' and I would be issued a new business card within 7 business days. On XX/XX/XXXX the reported fraud charges were still in my account detail, so I called Wells Fargo again ; the call duration on XX/XX/XXXX was XXXX minutes ; once again, I was assured that my bank account was secure and the matter would be resolved and money from the fraud charges would be returned to my account, and any fees associated would be credited. On XX/XX/XXXX more fraudulent charges appeared, which prompted me to reach out by phone to Wells Fargo a total of 3 times : XX/XX/XXXX at XXXX am the call to the claims department lasted XXXX minutes ( including whatever time it took to be transferred ), again at XXXX for 4 minutes, and again at XXXX am for 21 minutes. Each conversation assured me that the money would be returned and the investigation would be completed in 10 business days. I carefully monitored my bank account. I did receive a " provisional credit '' of {$590.00} on XX/XX/XXXX giving me confidence that this matter was being handled and my long standing relationship with Wells Fargo would continue knowing I could trust the bank I have been with for over thirteen years. I received another " provisional credit '' for {$2000.00} '' on XX/XX/XXXX. Because this is a business account I had fallen behind on work projects, however, I was willing to overlook the damage and get back to business as usual including my trust in Wells Fargo. 
On XX/XX/XXXX I received this email : Investigation has been completed ATM/Debit/Prepaid Card Claim Reference Number XXXX RE : Business Debit Card XXXX Thank you for your patience in the time required to review your claim. We have completed our investigation of the claim regarding your Wells Fargo account XXXX. We have sent a detailed letter by mail. Please refer to the letter for more information. 
If you have further questions after receiving the letter, please call us at XXXX. Our hours are : Monday Friday, XXXX am to XXXX am or Saturday, XXXX am to XXXX pm XXXX XXXX. 
Thank you for choosing Wells Fargo. 
Sincerely, Wells Fargo Claims Assistance Center The letter by mail as referred to in the body of the email ( seen above ) came in the mail on Saturday, XX/XX/XXXX, stating that they, Wells Fargo, completed their research of my inquiry about charges to my account. The wording in the letter : " Based on the information available to us, we found the charges were made by you or someone who had your permission. As a result, the {$2600.00} temporarily credited to your account ending in XXXX, will be deducted 10 business days from the date of this letter on XX/XX/XXXX. Please consider your claim closed. '' I immediately called the number provided on the letter for Wells Fargo Claims department ; I was told that Wells Fargo could not disclose the notes in the investigation. I asked if there was anything they could do to help me or if there was anything or anyone i could talk to to gain an understanding of how they reached this conclusion. I also expressed my concern that at no point in Wells Fargo investigation did someone contact me. I also pointed out that the charges in dispute were made in cities not near me and it would be physically impossible for me to make them. I also reminded the gentlemen from Wells Fargo that I reported the card stollen before many of the charges appeared. I reminded him that I have never shared my card number, or given it to anyone and I have not lost possession of the card. Looking at the details on my online banking portal it is clear that there should be no question that these charges are indicative of fraud. I asked how Wells Fargo reached this conclusion, what general guidelines? He said he could not disclose that information. All I could do was request the details from the investigation, and since I was denied those details to be given over the phone, I requested they be faxed or emailed to me. I was denied. I was then told the only option would be to mail them to me to my home address, so I formally requested all of the notes available be mailed along with phone conversation transcript. The gentlemen for Wells Fargo agreed. I asked how long would I need to expect to get them. He put me on hold to get the answer. He returned and said it would be XXXX calendar days. This is totally unacceptable.

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