Consumer complaint received 2022-03-05
Company: WELLS FARGO & COMPANY
State: GA
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:
explain I am a XXXX recent high school graduate who has been saving up to go to college and buy a car since those expenses are not currently available to me. My life saving of so far {$14000.00} has been taken from me by a hacker or thief through Wells Fargo and XXXX. I have run into an enormous amount of customer service challenges in the processing of my claim. 
On XX/XX/XXXX I turned my personal debit card off in my possession in hopes to save up and only spend the cash I had at hand. The very next day my account was hacked and someone who's name and contact information are listed in an email later sent by Wells Fargo stating this person has added themselves to my account as a deposit recipient through XXXX. I believe the same person then turned my card back on, changed my username and password, and lastly upped my spending limit per day. From there the below will explain the chain of events after. 
A transaction was made using a card created by someone at an ATM near my home XX/XX/22 The card was then taken to a XXXX in XXXX Ga, an hour, and a half from my home where someone inserted my card 4 times in a row withdrawing {$1000.00} cash back at a time. I was not notified once of those transaction. XX/XX/22 on XX/XX/22 the card was taken to a XXXX in XXXX Ga, 15 mins from the day before, and 5 transactions were made there. Again 5 transaction of {$1000.00} cash back at a time. Still no red flags reported to me. 
Random charges spanned on for 2 weeks, including charges up to {$500.00} at grocery stores and 2-day hotel rentals. 
3 checks were also mailed to me which is when I looked into my account and emails to find my account in disarray. These checks were fraudulent checks sent by Wells Fargo, that had been attempted to be deposited into my account. Check amounts totaling over {$27000.00}. ( Please reminder I am a 20 year who has no way of receiving a {$8000.00} check from a private investigator from NY. ) Once I was aware of my account being drained, I contacted Wells fargo and filed a claim. I was advised by 3 different employees of Wells Fargo that I would not need a police report and I would receive assistance. After roughly a week I called requesting an update on my claim and was told I would have to leave a number and the High value department would call me back within 10 days. I did not accept that and was then sent to a gentleman who told me I owed them the over drafted amount and Wells Fargo no longer wanted to do business with me. And advised if I didn't agree with him, I should file a claim. I informed him I had already done that. He them decided to ready my account notes and said, direct quote " oh then wait tell they tell you in the mail. '' then hung up. I called back with someone informing me someone would call me back in 1 to 2 business days. 
The next day I called back and was informed my claim was denied with absolutely no explanation. I was told to wait for a letter. Three letters came with 2 different claim numbers and amounts with the explanation of a physical card was used so it could not have been fraud. There is apparently no further process to investigate if the decision was wrong. I called Wells Fargo and was told my claim could not be re-opened or helped and I could not be further helped. After a manager was requested, I was sarcastically and condescendingly told by XXXX, there is nothing else the bank will do. I explained I now had police reports, Ic3 reports, consumer fraud reports and identity theft reports which I was rudely told to email, and the fraud department may look at them. I was informed it probably wouldn't help though, by a Wells Fargo claims manager.

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