Consumer complaint received 2022-08-26
Company: WELLS FARGO & COMPANY
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I want to start by stating that have been banking with Wells Fargo for over 5 years with the same account and have had only 1 fraudulent charges claim in that time period which was approximately 1 year ago. I unfortunately had another fraudulent atm withdrawal situation occur on XX/XX/22 where a total of approximately {$3900.00} was stolen from my account over the coarse of a few hours and I believe 5 atm transactions. The transactions were made at multiple locations ranging from XXXX hours away from the city where I currently reside and I have not ever even visited one of the locations and I was half way across the country on vacation when the charges were made. The person used my pin number and card to make the transactions and at the time I filed the claim with Wells Fargo I was under the impression I had lost the cards as well as the cell phone which the card was stored in ( cell phone has a built in wallet in it's case ). I believed I may have lost them somewhere between my home and loading into a family members car to leave for out trip. Once I got back from my trip I purchased a new cell phone and logged into my Wells Fargo XXXX app to discover I was - {$850.00} and had a total of {$3900.00} stolen from my account so I made the report/claim with them and 10 days after the claim was filed I recieved a notice of denial. The customer service person told me they denied my claim due to " they can not find any evidence that fraud was committed '' which struck me as odd considering the fact that the one other time I submitted a fraud claim was under very similar circumstances and they approved my claim right away but this time was for considerably more money so maybe that's why they truly denied it. Since the initial claim was denied I ended up finding my debit card/cell phone and tried to call Wells Fargo to explain that the facts of my claim had changed which I feel means it's only right for them to take another look at the newly found evidence to see if they now feel that there was possibly sufficient evidence proving there was indeed fraudulent charges. They simply said my claim was denied and the file is closed, I asked to escalate it or file an appeal of their decision to which they said there was nothing that they could do for me and to have a nice day before hanging up. I've attempted one more time to contact them and explain that the facts of my initial claim were found to not be correct due to new evidence arising but again they did nothing to help me. I'm a single father of 4 that owns a small business that is already struggling to get by in the current economic slump we find ourselves in and that {$3900.00} was my entire savings and funds needed to pay my bills which now are past due, this is my last ditch effort to hopefully get the money back that was wrongfully stolen from me. I have been a happy Wells Fargo customer er and was under the impression that their zero percent liability on fraudulent charges rule was something they stood behind but apparently they are dishonest and frankly I'm up hauled at their unprofessional handling of this situation and I hope they see things in a new light and reach out to make things right by refunding me the money like their policy promises their customers ... My name is XXXX XXXX XXXX and the claim number to this issue is ; Wells Fargo ATM/Debit/Prepaid Card Claim Reference Number XXXX and the phone number to reach their claims dept is ; 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 non-monetary relief