Consumer complaint received 2022-06-21
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I woke up on XXXX on my residence in XXXX XXXX i went to XXXX used my debit card for XXXX then i went out to XXXXXXXX XXXX in XXXX XXXX I got a notification around XXXX telling me my phone is not activated contact your provider i didnt think it was something to worry about it was raining and lots of overcast so I thought the satellites and being around all the machines and in a concrete building it was just malfunctioning but my phone constantly was giving this notification so i then tried to use my phone it was not working i shut it off and turned it on still said your phone is not activated see your provider so I went out side same thing so i decided to go to XXXX by XXXX and ask whats going on with my phone see looking to to my account and asked me if I changed my XXXX card today if i did i will have to pay a fee i said no well your XXXX card was changed today after she reactivated my phone i was walking-to my car and i had notification from my bank there is suspicious activity on my account so i then opened my bank app and seen all my money was drained from my account XXXX from XXXX XXXX and several atm withdrawals for XXXX each that was in XXXX XXXX my heart was pounding i then called wells fargo and asked whats going on and i immediately asked for a dispute on those charges and was told it will take up to 10 days the 10 days come and go i then called and asked whats going on was told its still under investigation i then went back to both places i was that day XXXX and XXXX XXXX and told them what happen both said there is nothing they can do because i cant prove it happed there i then got an interview from wells fargo and they asked some general questions like did i give my card or PIN numbers to anyone i said no they never asked for what happen then said we will be in touch a few days later i called again and i was informed wells fargo doesnt see any any fraudulent activity so they are closing the case have a good day i was like really i then started asking why was told who ever made those transactions was authorized we went back and fourth on the matter and was told this case is closed if you want your money back take Wells Fargo to court this case is closed have a good night. I called back and wanted to re-dispute they submitted it again i called a few more times trying to make them understand how can this be i was told this case is closed were sending out a letter in detail i got an email with soma details what caught my eye was they made there decide because it said your card was used and my pin number was used so i called aging and asked in your decision it states that those transactions were made with my card and my pin number was used either by your or someone you had your permission to use. I said my card was in my wallet me and my card never left the state of Washington and i never gave my pin to anyone or gave my permission to. he tried defending it by saying Im not the person you have to talk to she is gone for the weekend she be back Monday we can dispute again but XXXX Im telling you there is not going to be any different outcome you have a good weekend good by.

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