Consumer complaint received 2023-01-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am writing to you today in desperate need of your help and consideration. I have been working with the fraud department at Wells Fargo for almost XXXX weeks. My husband XXXX XXXX and I have met with XXXX XXXX  and my case has been turned down twice. I ask that you look at this case and plead for your help. Below is the story of what happened and how it came to be. 

I was diagnosed with XXXX XXXX XXXX XXXX XXXXXXXX the day after XXXX XXXX. We have fought hard to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. By XXXX of XXXX things were improving with indicating XXXX XXXX  By fall the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX we had an opportunity to rent a small house near the water in XXXX, XXXX from a friend. Expenses were half. It was a XXXX  as if my XXXX  is in fact XXXX  and XXXX, I want it to be on a beach. 

So, we went for it! We packed up our things and drove them to XXXX. We arrived XX/XX/XXXX and began our adventure to improvXXXX XXXX XXXX XXXX XXXX  On XX/XX/XXXX, I entered a XXXX location in downtown XXXX to obtain some cash from their ATM. The ATM is located inside a small XXXX  room next to the bank. I entered and put my card in the machine. I became very confused at how to withdraw in XXXX XXXX XXXXXXXX  as well as the instructions on fees, etc. A long line began to form outside the ATM. A very nice XXXX man entered and said he could help. He spoke excellent XXXX. He stood behind me and said let 's take your card out and start over. I will help. So I did so and re entered my PIN number. That was foolish I now realize as he watched me do it. He helped me with the screen translation and then said, " Let 's take your card out. '' When I did so, he reached over my shoulder and pulled my card out of the machine and handed it to me. It all happened very fast. What I would later discover is that he switched my card for another that looked exactly like mine. I did not and would not have thought to look at the name on the card or the card number. The next day we began to see charges and withdrawals that we did not make. We called the fraud department and reported these charges. It was then that we discovered that the card we were holding had a totally different name and number on it! I explained the exact scenario that I am describing here to the Wells Fargo XXXX Department several times. We were told it would take XXXX  days to research. Understanding that to some degree, I asked for a provisional credit. I was denied. My frustration began to rise as I have been a loyal Wells Fargo customer with both my business and personal accounts for more than XXXX years. I have never once filed a fraud claim. Additionally, why would the bank continue to let withdrawals be made from this account at ATM 's when the account is clearly overdrawn? All of this said, we waited the approximately 10 days. We were told via email that we were turned down and would receive a letter in 10 days. I immediately reached out to my husband and asked him to escalate this decision. On XX/XX/XXXX he was able to speak with a very nice man who said they would reopen the case. On the following Monday I believe it was, we reached out to check the status as we are really needing this money freed up by now. We were told that the case had been closed again. XXXX our appeals we reached out a couple of days later and spoke with a very nice lady named XXXX who said she understood and would be speaking with her boss regarding our case, who is XXXX XXXX XXXX XXXX XXXX So, here we are. I have always had a great relationship with the bank but am completely puzzled at this treatment. I so appreciate you letting me tell my story and stand by for any questions you XXXX have for me! We are on a fixed income and this money totaling nearly {$2300.00} means the world to us considering my current XXXX XXXX XXXXhanks again so much! The fraud claim number is # XXXX. 

Sincerely yours, 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 explanation