Consumer complaint received 2022-09-20
Company: WELLS FARGO & COMPANY
State: TX
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:
On XXXX XXXX, I checked my online banking, notice an unauthorized transaction on the account. The transaction allegedly started XX/XX/XXXX, put a loan amounting to {$9700.00} from some XXXX XXXX loan and deposited to our checking then transferred the amount to my saving account later on took it out. I immediately reported it to the bank through the phone as me and my husband was in the XXXX since XX/XX/XXXX until XX/XX/XXXX. The person on the phone from Wells Fargo stated that the activity was from my husband 's debit card, which have been on my husband 's possession all the time. He demanded to talk to my husband and ask numerous questions to my husband, gave him a claim number and connected to fraud department. Several more transactions were made, this time he/she started taking my money from my saving account which have not been touch as it was our savings. The amount was {$11000.00} until the last statement of XXXX, now it's left with {$27.00}. XX/XX/XXXX when I notice my saving account is being withdrawn unauthorized. I called them again, reported it, gave a claim number again, place a hard freeze on the account which I thought was done from initial report. Account number was changed on both Checking and Savings. Another unauthorized transaction happened again and again despite of fraud reports, the account number was changed again for the second time, every incident was reported to Wells Fargo and yet the person doing it still able to steal money from us. They did not even suggest to close my account, nor get a police report nor instructed me to file separate claim for the XXXX transfer done by the fraudster. I filed police report on XXXX XXXX on my own as they did not advice any of that. We called Wells Fargo multiple times and also went personally on the branch to handle this situation. The withdrawal continued XX/XX/XXXX, the person transferred {$5000.00} from the checking to savings and took it {$1000.00}, applied for Wells Fargo credit card and got approved according to their record he/she put it my husband 's name. At this time I have my husband credit bureau on security freeze however the person again was able to do the transaction with them. XX/XX/XXXX, there was {$20000.00} on my account as a loan made by this person allegedly using XXXX XXXX 's name ( my husband ) was transferred to a new account opened by the person. He/She immediately took {$14000.00} out and took another {$550.00} ( my money ) to add to the {$20000.00}. How this person was able to open a new account I don't understand, and the bank just continuously let this to happen. This is almost 4 months and unresolved. I feel no effort on their part to help and protect us. My husband and I was patiently waiting for their mercy to have this resolve, but nothing happened. The last time I spoke with them to report the XX/XX/XXXX incident, they claimed that my husband authorized all those transactions. I seek a help from legal person, we are ignorant on this matter where to go, who to talked to, and to report to until she told us. Please, please kindly help us. I feel that Wells Fargo did not investigate thoroughly and did not exert effort to help us. I am XXXX XXXX XXXX, retired, my husband is XXXX XXXX XXXX, a XXXX survivor. Thank you very much for your time, I appreciate what action you will render us,

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