Consumer complaint received 2019-12-03
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Im filing this complaint against Wells Fargo following how I was treated during a recent incident of fraud. On XX/XX/XXXX, several check deposits were made that were later returned by the bank due to insufficient funds or suspicion of counterfeit. There was a check deposit for {$200.00} made out to another individual, a check deposit for {$400.00} made out to another individual and a check deposit for {$1700.00} that was in my name. Even though one of the checks was made out to me, I was not the individual who made these deposits nor did I authorize these deposits. The check deposited appeared to be a payroll check, and my payroll is processed differently as Im self employed. I had only used my physical debit card once or twice since opening the account, using XXXX XXXX  primarily instead. On XX/XX/XXXX, I received an email from Wells Fargo notifying me that my account will be closed on XX/XX/XXXX. It was after receiving that email that I discovered my debit card, along with the PIN number, were missing. It was also at that time that I saw three other emails containing receipts for these ATM deposits. Considering the account was new, I had the PIN wrote down with the debit card. I realize that was a mistake on my part, but Wells Fargo made no attempts to contact me prior to the decision to close the account. If they reviewed surveillance footage from the ATM, they would see that I was not the individual who completed these deposits. On XX/XX/XXXX, I contacted their Prevention Contact Center to notify them of the missing debit card and inform them that those deposits were not authorized. I spoke to a very rude individual who only belittled me and interrogated me as if I was a criminal. He stated that I shouldve called sooner to report the missing debit card. Considering we just wrapped up a holiday weekend, I had been traveling extensively and didnt have time to contact them sooner. Per Regulation E, a consumer has 60 days to notify their bank of fraudulent activity in the event they wish to file a claim on the fraudulent transactions. I was not looking to file a claim on the transactions. I only wanted to notify them of what had occurred and get everything straightened out so I can continue to bank with Wells Fargo. He stated there was nothing I could do to reverse their decision to close the account, even though I hadnt authorized any of the fraudulent activity. He stated that the fraudulent activity isnt why my account was being closed, but rather my inability to keep account information secure. This only continues to victimize someone who was already a victim of fraud. I had just opened this account with Wells Fargo and, even after being treated so poorly regarding this incident, would very much like to continue doing business with Wells Fargo. Considering their swift action in protecting me from these fraudulent deposits, no monies were lost. I dont understand why I cant simply close this account as it has been compromised and open a brand new one. The way Wells Fargo has chosen to respond to this incident is extremely disappointing. Id like this incident to be reviewed. I was in the process of getting everything switched over to make Wells Fargo my primary bank, and I hope that a solution can be reached so I can still make that happen.

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