Consumer complaint received 2022-06-23
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 Monday ( XX/XX/2022 ) early morning ( XXXX ) my debit card and XXXX were stolen. The people who stole my Wells Fargo debit card and XXXX pulled out money from the ATM and made purchases at various locations. This all equated to about {$6900.00} of fraud. My XXXX passcode and debit card pins are the same and the people who stole the money from me guessed my passcode on my phone and used it also at an ATM machine. They got very very lucky! They first transferred $ XXXX from my saving to checking and then pulled out $ XXXX in cash and bought stuff at various locations. This all racked up to a total of ~ {$6900.00}. They also called Wells Fargo bank at XXXX on XXXX XXXX and increased my daily ATM withdrawal limit- they ID 'd themselves as me since they had my phone and debit card number. I talked to Wells Fargo and they said that would be suffice information for them. But I still dont understand how they can allow that since the voice is not even mine! I still have not received any phone call recording from the bank as I asked if they can listen to that specific conversation because it definitely wasn't me on the phone! Also, the specialist who was managing my case kept saying we dont need to look at that because you gave them the pin. I kept telling them I never authorized nor gave anyone my pin! They guessed it because its the same 4 digits as my passcode on my XXXX! I never authorized ANY of this! He couldn't understand that! 
I wish I knew my card was stolen too when I found out that my XXXX wasn't with me. I found out that I had not my card because I looked at my online banking in the morning. I preceded to call Wells Fargo bank as soon as I signed on to my online banking on Monday ( XXXX XXXX ) morning and saw all these transactions. I then immediately looked in my wallet and saw the debit card was not in there. I already knew my phone was stolen but I didn't know that my card was stolen as well since I still had my wallet when I got home that night! I immediately called Wells Fargo to open up my fraud claim on XX/XX/2022. I then filed a police report on XX/XX/2022 for fraud and stolen XXXX. Then, I got a call on XX/XX/2022 from Wells Fargo stating that they denied my claim because they said I was a participant in the fraud. That is INSANE! I never gave anyone my pin nor authorize any of these transactions. I also noticed from the online banking that the people who stole from me went to a Wells Fargo ATM to make some of these transactions. I asked the bank to give me the footage/pictures from the ATM and/or if they even used it in the investigation but the specialist stated he didn't. I also asked if they listened to the conversation at XXXX that these people who stole from me made and they said no. I feel like they didnt do their due dilligence and made a quick decision on denying my claim! The specialist who was managing the claim thought I was lying because he said " it is impossible that someone can guess a pin ''. I kept telling him that they figured out my XXXX passcode and thats how they used it for the ATM - its the same XXXX digits! The specialist also thought I was lying about knowing the XXXX phone call to Wells Fargo because I didn't have my phone. I preceded to tell him that XXXX 's backup everything on XXXX, including call history and when I reactivated an old XXXX, it synced in my call history, contacts, pictures, etc. He didn't understand this concept and thought I was lying about it. Please help me get my money back as this was not authorized nor any of me! 
Thank you, XXXX XXXX

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 monetary relief