Consumer complaint received 2017-01-13
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XX/XX/2017, I filed a debit card claim with Wells Fargo. The rep who took down the claim sounded as someone of XXXX descent. Upon asking him for a claim number, he said the claim department closed and that he was unable to provide a claim number. Mind you, Wells Fargo always provides a claim number at the conclusion of a claim initiation. Suspected he merely did n't know what he was doing, I decided to call again to properly file the claim. Lo and behold, I called a second time only to find out that a claim was never filed by the XXXX rep. I went a head and successfully filed the claim ( XXXX ) with this second representative named XXXX XXXX, which proved the previous rep was incompetent or simply did n't want to perform his duties. XXXX XXXX confirmed the claim in the amount of {$4100.00}. During the questionnaire, XXXX XXXX asked whether I used the debit card at an ATM or POS terminal where the card was declined. I answered " Yes '' and provided the address. On XX/XX/2017, I called as to the status of the claim. During this call, I discovered the claim amount to be less than what was previously confirmed ( {$4100.00} ) by XXXX XXXX. Upon asking for this representative 's name, she demurred, citing Wells Fargo policy does not allow representatives to provide their names. This unidentified rep went over the transactions with me once more and provided a different claim amount, which I ca n't recall at this writing. At the conclusion of the phone call, I was assured that my account would be credited the full amount of the claim by the next business day. Today ( which is said next business day ), not seeing the credit on my account, I contacted Wells Fargo. Upon calling, a woman of XXXX, answered my call from the debit card claim department. This woman was extremely rude, insolent and downright accusatory. After inquiring the purpose of my call, she informed that my claim was denied. When asked her as to the reasons for denial, she read out the computer notations, which stated " ... .customer called and said card was always in her possession and that no one else had access to her card ... .... '' For good measure, the rude woman added herself " Well, like the note says, when you filed the claim, you said you had your card and no one else had access to it. Now, it sounds like you are changing your story. '' I objected and told the rude woman that I never said that card was in my possession. I simply stated that I thought it was in my possession because I never had to use physically ( swipe ) use it. I made it clear that I 've been in the habit of having all my card information stored in my computer so as to make it more accessible when making a purchase online or on the phone in lieu of always have to rummage through my purse of drawer to look for the card. The rude woman continued to insult me by insinuating that I was responsible for, or authorized the transactions. I told her I need the matter re-investigated properly. She put me on hold for a protracted period time, came back and said the claim will remain denied due to the statement I allegedly made. It is obvious that Wells Fargo denied the claim without the benefit of a proper investigation. The Rep ( either the XX/XX/XXXX, or XX/XX/XXXX ) erroneously -- perhaps intentionally -- notated incorrect information in regards to my claim. They framed my statement as if I made it absolutely clear that my card was knowingly in my possession the entire time. They ignored the possibility that one of the guests who were visiting for the holiday or someone else could have easily compromised my card and used it without my authorization. Again, I used my card for lots of online purchase, and for the sake of convenience, store its information on my computer to have it readily available. Using my card online does n't translate to it being in my possession. 
To recap, I m

Company response to consumer: Closed with explanation