Consumer complaint received 2020-03-29
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
According to my account, on XX/XX/XXXX I received my tax refunds from the IRS that I had been anxiously waiting for. On XX/XX/XXXX, as I was in school on break, I proceed to check my bank account to find out I received my tax refund and that also, at XXXX that day, {$750.00} from my bank account ( part of that tax refund ) was taken out via a cash electronic withdrawal at a WellsFargo branch on XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX. A bank I have never been to in my life. I called the WellsFargo branch and spoke to the in-branch manager who suggested that I will have to submit a claim for cameras to be reviewed and for further detailed information to be looked upon. I immediately contacted WellsFargo and submitted the claim with them. I was advised that I will have to wait 10 days for the investigation to be complete and that I will be called with updates. I never received a call from WellsFargo. Within those two weeks I took it upon myself to call and check on the progress of my account and kept being informed that it was still in progress and to wait the full 10 days. A couple days before the 10 days I called again and spoke to a representative who stated to wait until Friday and that once the claim is processed, there is also no guarantee I will receive my money back because it depends on what they find upon investigation and if WellsFargo has the funds available to give me back that money. That was not a good enough answer. On the 9th day, Thursday, I call again and was informed that I will not be receiving my money back because they did not find any evidence of this being a fraudulent case. I informed them that was impossible! They stated that I took the funds or gave access to someone to go into the branch and take the funds out of my account. I informed them that there is no way that is true. I was in school that same day and had my card with me when this all happened and told them continously that I have never given my private information to anyone else or gave permission to anyone. I then informed them that I also had a fraudulent case with my CC company within the very same 24 hours of my money being taken out. The representative then stated that unfortunately, the case with WellsFargo will remain closed and to file a police report. 

I spoke with several people that day in WellsFargo,  representatives and supervisors as well as filed the police report immediately. Not only were my bank accounts compromised, but my identity may be in jeopardy as well. After speaking to a WellsFargo supervisor in the claims department and getting the run around, I then called the complaints department at WellsFargo. A young lady finally helped and contacted a different representative in the Claims department who was able to re-open my case. She told me the case will be re opened within 1-2 days and that a new investigation will take place. However, shortly after having my account re opened, I receive a call from the lady who had investigated my case originally, and she stated that the case was reviewed again and will still remain closed. She upright told me that there is no fraud, and that I gave my card and pin to someone or removed the funds myself because that is the only explanation as to how someone had my card number and pin. I asked her how she could even make such an outright statement and deny that there was no fraud. I advised someone could have copied my card! Surely the person who did this needed to have my information to begin with in order to commit the fraud, that is evident. I told her that to me, it seems like nothing has been done because I am not getting answers. She stated that there is no way my card could be copied because their technology is " hi-tech '' that she can not disclose any details and that I will receive documents in 30 days with more information but that the decision has been made again to close the case. I told her their technology is not as hi-tech as she claims because someone committed fraud and took out {$750.00} out of my account like it was nothing, or at this point one their very own employees, could have taken it! I gave her my police report information and she said that all she can do is " add it to the case ''. I asked her if cameras were checked and information on who was working that day was made. She flat out stated that they don't " do cameras there ''. I informed her that cant possibly be true because every representative has told me that they are able to review the cameras, even the supervisor. She informed me that she cant imagine anyone saying that and so I told her to listen to the phone recordings and she will see for herself, and then she said that they don't " do recordings at WellsFargo ''. I told her that every person I have spoken to has stated that we are on a recorded line, including her when she called. 

After that she asked if I have any more questions, I said yes about my case and what was done from your end because I am not getting answers, she said once more she can not disclose the information and hung up the line. I called back and spoke to a supervisor who refused to confirm the investigators name that I had just spoken to, whom also worked on my case, who said he would submit a complaint about her. I call the following day to confirm if my claim was submitted ( at this point I do not trust their employees ) and the representative asked, well what's the number of the complaint? I told her I didn't receive one. She then said that if I didn't receive one that there is no complaint because that number is needed to process it. So I basically had to resubmit a whole new complaint with her. 

I strongly believe that something is not right about my case, I need to have answers. WellsFargo is responsible in giving my money back because it was not I who took that money out of my own account. This activity was done by someone who committed fraud against me. We are not speaking about {$20.00}, this is {$750.00} that I rightfully worked for. I am a full time XXXX student and work as well. I am dealing with so many issues right now trying to figure out my financial situation in the midst of this corona virus pandemic, and now I have absolutely nothing to fend for myself! WellsFargo claims that they are looking out for their customers best interest and even on their website state that their clients are not liable for any fraud committed, that money will be given back. But, that is not the case with me. I need help urgent. I will not rest until WellsFargo actually looks into my case further without no prior judgement. I do not know if they are covering up for someone or this is an outsider but I have a right to be taken seriously and have people who genuinely care to review my case correctly.

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