Consumer complaint received 2023-04-02
Company: WELLS FARGO & COMPANY
State: FL
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:
Incident : On XX/XX/2023, while working at XXXX, I was approached by an individual in need of assistance. He requested a ride home and asked to use my phone to order an XXXX, offering to repay me via XXXX. I allowed him to use my phone, and he added his information to order the ride. However, unbeknownst to me, he initiated multiple transactions totaling {$3200.00} without my authorization or consent. I did not click on the prompt that asks if it's a scam, nor did I add his information. Additionally, he changed the receipt name from XXXX XXXX ' to 'XXXX XXXX ' ( Images are attached for reference ). 

The individual transferred the money to XXXX, who has an account at XXXX XXXX. ( This information was obtained from the bank the following day. ) Upon realizing something was amiss after the individual left, claiming he had forgotten his charger, I checked my bank account and noticed that only {$20.00} remained. I immediately contacted the bank to cancel the transactions, but was informed that they were pending and could not be stopped. I spent over 45 minutes on the phone with the bank, attempting to rectify the situation.

Despite being on the phone with the bank for over 45 minutes, I was unable to resolve the issue, and I was left with a significant financial loss due to this fraudulent activity. 


The case numbers are the following : XXXX XXXX XXXX XXXX Actions : XX/XX/2023 : On this day, despite my hectic schedule of working two jobs for a total of XXXX hours a week and XXXX XXXX XXXX XXXX XXXX, I made a trip to the bank to report the fraudulent transactions on my account. The bank created another case number and assisted me in translating the report from XXXX to XXXX. Additionally, I made a police report, and the police came to XXXX to check the cameras and collect my report. I was instructed by the bank to fax the report to them at XXXX. The report was made to the XXXX of XXXX Police with the number XXXX. 

XX/XX/2023 : Due to my busy schedule, I was only able to make it to the police station on this day to obtain the police report and fax it to the bank. I work long XXXX shifts as a XXXX XXXX  and also have studies to balance, which made it difficult to find time. 

XX/XX/2023 : I made a call to the bank with a friend who could assist in translating my concerns accurately. The bank representative informed us that they had determined there was no fraud in the case as the transaction had been done from an authorized device. However, we asked to speak with the fraud team for more information. The fraud team member was unprofessional and rude throughout the conversation, repeatedly stating that the transaction was authorized and that it was my fault for lending my phone to the bad actor. My friend informed the representative that his tone was unacceptable, and we requested to speak to a supervisor. After waiting on hold for several minutes, we were informed that the supervisor was on the line but then they hung up on us. We made another call to the fraud team and spoke with a different representative. This individual expressed sincere apologies for the misinformation provided by a previous agent, who had incorrectly informed us that the case had been closed and that we were powerless to take any further action. The new representative confirmed that an investigation could indeed be opened, and even suggested that we could expedite the process by submitting a police report via fax at a nearby bank branch. 

XX/XX/2023 : Despite being instructed by the fraud team to fax the police report to the bank, when I went to the bank for assistance, they informed me that they don't fax anything and couldn't help me. After spending an hour in the bank attempting to obtain more information, I was provided only with case numbers that I already had. I have yet to receive a refund or any further communication from the bank regarding my case. 

In conclusion, despite taking immediate action upon discovering the fraudulent transactions on my account, I have faced multiple roadblocks in attempting to resolve the issue. The lost funds were intended for my education, specifically a XXXX XXXX XXXX that requires me to travel to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Without the funds, I am uncertain if I will be able to make the trip, and I have had to borrow money to keep up with my rent and expenses. I am exhausted from juggling two jobs, my studies, and attempting to resolve this issue with the bank, and I am in dire need of assistance.

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