Consumer complaint received 2023-03-12
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Az XXXX ( XXXX ) XX/XX/XXXX Consumer Complaint Division WELLS FARGO BANK Re : ( account number XXXX ) On or starting from XX/XX/XXXX - XX/XX/XXXX, fraudulent charges were being made to my wells fargo bank account. The fraud occurred many times on days through different merchants roughly amounting up to {$15000.00} more or less. I never received notification of this specifically stating of any online purchase made. I dont have specific dates or details because the request for them to mail my statements multiple times and still never received them after they abruptly closed my accounts with no explanation. 

Unfortunately, WELLS FARGO service has not performed well ( or the service was inadequate ) because fraud communication has not been any help in resolving the issue of fraud on my account. I am dissatisfied with the service received on more then one occasion when I notified them of fraud to my account. I explained my phone and my purse stolen from out of my vehicle in the area of XXXX XXXX XXXX XXXX. As I explained in the police report filed. The 2 months Ive had to go to a branch and personally talk to banker, and said a phone call is to be made and it help with nothing. I am disappointed I do not feel like they taking my claim seriously. The obvious fraud on my account is multiple unauthorized transactions in different amounts under {$100.00}. My phone was stolen at the time and if i was notified about any fraud Never received. Also I contacted merchant of XXXX XXXX to see if they could resolve the matter I have included in my police report of them stating my card could be compromised and/or someone has personal information of account access. XXXX XXXX stated to contact my bank that i have done 3x over a total of 3 months waiting on decision. The other merchant i contacted for fraudulent is a XXXX XXXX I had to contact through email They have also said my information is compromised somebody has stolen identity to get with my bank to request fraudulent charges be charged back, they werent able to give me details on any other information. I have also turned my card off with the app after replacing my phone and other charges be charged while turned off. I am in a hardship now from this situation to not receive my funds when I contacted them for them to close my account and accuse me of a transaction authorized was included in the claim they denied the entire claim that makes no sense. I am very disappointed I was told to calm down and then when i was requesting for personal information as to transcripts of my account as well as who could help me understand why my account was closed or a letter they refused to and also hung up on me. I need help to resolve this matter as soon as possible. 


To resolve the problem, I would appreciate money back, as well as all fees and overdraft fees accumulated over the time as well as any uses of my account when my card was off. Also to understand better why my entire bank account was closed off. I have been with wells fargo for over 10years, also this account im referring to was added onto my checking account and a card received that i never personally opened I had logged into my mobile app sometime last year and it was a checking account added I didnt think nothing of it at the time but I thought it was a personal savings type of account but cone to find out its a entire new account i never personally opened. I hope we can resolve this matter in a timely state. Enclosed are copies of my records. 

I look forward to your reply and a resolution to my problem and will wait until XX/XX/XXXX before seeking help from a consumer protection agency or XXXX XXXX XXXX. Please contact me at the above address or by phone at ( XXXX ) XXXX. 

Sincerely, XXXX XXXX >Attachments XXXX PD Report XXXX XXXX ( merchant ) contact conversation XXXX/support team ( merchant ) Contact conversation ( Wells fargo Requested to contact the merchants )

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 non-monetary relief