Consumer complaint received 2021-11-24
Company: WELLS FARGO & COMPANY
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX there was a fraudulent XXXX transfer made through my Wells Fargo account for {$300.00}. I called Wells Fargo and disputed the charge on XX/XX/XXXX and was issued a provisional credit. They closed my bank account and canceled my debit card and issued new ones. I had to update all banking information with every company that I pay a bill to or that requires billing information for their services. I received a letter on XX/XX/XXXX stating the investigation into my case was closed and they determined that I made the transaction and WF would be reversing the {$300.00} credit and I had 10 days from the time the letter was mailed to come up with the money. The letter was dated XX/XX/XXXX so I was given 5 days to come up with {$300.00} that I did not need. I immediately called XXXX and was provided with the information that was used for them to make their decision. They stated that because I used biometric facial ID to open my XXXX bank app in my home the same day, that I was liable for the charge and it was not fraudulent. I had the case escalated for it to be reviewed again and I was told obtaining a police report would help my case. I went to the XXXX XXXX, TN police department on XX/XX/XXXX and filed a police report and sent it over to XXXX. I then received a letter in the mail that was dated XX/XX/XXXX and it stated they received my complaint and were looking into it. I then received a letter dated XX/XX/XXXX which stated the decision was still final and that when the money was sent that I had agreed to an addendum that XXXX has with XXXX. I did not send the money so I did not agree to anything which was the whole point of filing the dispute. I then filed a complaint with the XXXX and received another letter dated XX/XX/XXXX that they received my complaint and were investigating. I received another letter that was dated XX/XX/XXXX that stated more time was needed to investigate my claim. I waited and then received notice on XX/XX/XXXX that my claim was still denied once again because of using biometric facial ID to open my banking app on the day the transaction was made and that their location services put the transaction as being made in my location. No further evidence was given to me that influenced their decision. I stated that I wanted the issue escalated further because I was not happy with the outcome. I was told that I could speak with a manager but they would just transfer my case back to XXXX XXXX who had been handling my case since the beginning. I told them I would be closing my account and intended on pursuing this further. I then filed another complaint with the XXXX  because of my experience with them and the fact that I did not send this money. I do not know the person the money was sent to and I did not file a false police report. Wells Fargo not only took {$300.00} of my money and refuse to give it back but they overdrew my bank account by {$200.00} when they reversed the credit they issued. I told them they would overdraw my account and all they said was 'you won't be charged any overdraft fees '. So I'm out {$500.00} and they refuse to help me and I've been a customer for 15 years.

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