Consumer complaint received 2023-04-17
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In XXXX of 2021 I was victim of a zelle scam, more like a robbery. I was at the grocery store and on my phone looking something up when a stranger approached me and asked me a question and before I could respond he quickly snatched my phone out of my hand. The phone was unlocked since I had just been looking something up. I was so shocked and scared I couldnt even speak or act and this person quickly opened my XXXX app and within seconds made a transaction to himself. It so happens that XXXX is directly connected to my Wells Fargo app so it doesnt have the normal safety features that a regular XXXX XXXX has for someone that doesnt have Wells Fargo bank XXXX there is more authentication with a XXXX app because its not directly linked to your banking account on same banking app. When you have the Wells Fargo XXXX if your phone is already unlocked because you are using it, its very easy to open it and use it especially if your face is nearby for XXXX ID. This person was clearly experienced and had done this before. When I noticed what this person had done I reached for the phone and he threw it towards me and ran out of the store. I went to the customer service counter and told them what happened. One of the managers ran out of the store with me to look for him but we couldnt find him. Police case was filed, the grocery store has camera footage where you can clearly see what happened. This has been traumatic and scary and you know what makes it worse? That Wells Fargo Fraud Dept will not give me the {$550.00} the criminal took, no protection from the fraud/robbery at all. I keep appealing the case and they keep telling me I authorized the transaction. Its like if I am speaking a different language when I tell them what happened. How does that sound like I authorized it? I want a bank that stands by my side, clearly not Wells Fargo, closing the account as soon as I have a day off from my work as I am a teacher. 
Wells Fargo has responded to my appeal stating I authorized it. As stated many times this transaction was not done by me or authorized by me. This was a crime, theft, someone stole money from my Wells Fargo account via the app XXXX which is directly linked to my Wells Fargo account. They were able to make the transaction because as stated before the phone was unlocked and this fraud was done right in front of me before I realized what was happening. I had witnesses, the criminal is on camera and there is a police case. But the police does not return the money. The criminal WAS NOT authorized to use my account. The law states : Transactions not made by you or anyone authorized to use your account are fraudulent, and federal law protects your money. This is not fair and Wells Fargo is not protecting their customer. There are federal regulations for banking consumers and Wells Fargo is not abiding by the rules in my case. Wells Fargo apparently has had many issues with this according to my research I have been doing to be able to get this money back that was stolen from me. I know about the federal banking regulation E which isa set of regulations issued by the Federal Reserve that governs all manner of electronic transactions. That includes XXXX. Their statement We believe these transactions were made by you or persons authorized by you due to the fact that your PIN was used, etc etc. Is not true because the withdrawal/transfer of money was NOT authorized me no matter what they believe. This is costing me time and effort and energy and frustration to deal with. I have spent so much time on this fight so I want every single penny that was taken from me. I want the full {$550.00} which was stolen from me.Please help. Thank you

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