Consumer complaint received 2022-04-04
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
After hours, days, and over a month now spent on the phone with Wells Fargo support and the XXXX XXXX XXXX XXXX, sitting in the branch offices for hours, and being transferred to virtually every department possible, Wells Fargo is denying my claims that I declared as fraudulent and were NOT authorized by me or my joint account holder XXXX XXXX ( my father ). 

Someone transferred around {$25000.00} out of my checking account via tele-transfer without any account holder authorization. They stole my identity and got a hold of my bank account to steal thousands of dollars from me. They also changed my bank statement mailing address to somewhere in XXXX, FL, which Wells Fargo did nothing to prevent ( I noticed this when I visited my branch and they asked me if everything on my account was correct..the address was changed in XXXX! ). I did not authorize that address change. Again, in XXXX, it happened again after reporting these address changes as unauthorized, and this time a debit card was sent to someone in XXXX, FL where they withdrew money from an ATM. Did Wells Fargo view the camera footage of this ATM withdraw? If they did, they will see that this person is not me. But they are not investigating properly. Please see below for transaction details and ATM ID. 

It is 100 % clear and obvious that fraud has taken place in my account, and Ive provided the exact transactions and amounts for Wells Fargo to investigate. Between the insanely large tele-transfers and transactions with names XXXX XXXX and XXXX XXXX XXXX there should be no doubt that my bank account is compromised. Wells Fargo simply needs to listen to the tele-transfers that were made by the fraudsters and compare it to my ACTUAL voice- I am CERTAIN that they will not match. I do not believe the investigators put any effort into this research before declaring this as not fraud. I need proper research to be made and I need answers and evidence. This is not fair to me in any way. I demand a thorough investigation to be done, and I need Wells Fargo to see that neither me or my father XXXX conduct these tele-transfers or purchases. 

Since the money was transferred to my father XXXX XXXX account, Wells Fargo keeps insisting that it was him making these tele-transfers. This is not the case. My father has called and told Wells Fargo that he did not make these transfers, and someone is taking all of our money. The money is coming out of my account, transferred into my fathers, and being withdrawn from ATMs in XXXX, where neither of us live. XXXX is 5 hours away from us. Wells Fargos only solution offered is to have my father file claims reporting that he did not make these transaction, which he has done. See below for claim numbers from both of us. 

After all of these reports of fraud and address changes, I find out on XX/XX/XXXX that an ATM card was sent to someone in XXXX where someone withdrew {$200.00} with a card ending in XXXX which I never had possession of. If you listen to my phone calls you will hear me tell Wells Fargo to stop sending cards and that I DON'T want any more cards sent since nothing going on in my account is from ME. They are STILL letting my money out of my account! Money that I dont even have, - my balance is now negative {$290.00}. 

My local branch told me the hackers transferred my money to my fathers account and had Wells Fargo send them an ATM card to take the funds out of his account through an ATM in XXXX, Florida. I have sat in my local branch for hours on multiple days, begging for bankers to help me. There is nobody higher up in the corporation that they can speak to and nobody investigating claims for them to explain my situation to. I have spoke to around 15 people and nobody has offered a solution or plan on how I am going to get my money back. Every time I call Wells Fargo, I tell my story from the beginning which is then followed up by the employee telling me that I am speaking to the wrong department. Before I know it, I am on the phone for XXXX hours trying to find the department to help me, being transferred around numerous times to the wrong departments. My bank account shows transactions from somebody named XXXX XXXX and XXXX XXXX. I called Wells Fargo many times during the time this fraud was taking place and they assured me they froze my account and were taking measures to stop the fraud. I was told they would call me after each transaction went through. I would call back every time money was missing and I was told they would take measures to stop money from coming out. Money kept leaving my account unwillingly. There is absolutely nothing I can do. They changed my account and routing numbers and assured me that this would stop the money from being stolen which did not work. Wells Fargo is acting with negligence. My spending habits do not match the fraudulent transactions in my account and this should be obvious. 

With all that Ive stated, it should be clear that there is indeed fraudulent and account takeover in my account, and I need help getting my hard earned money back. I am providing a very clear timeline of events and descriptions of everything that was not done by me, and I need someone to exercise proper due diligence. I have hired an attorney from the law group XXXX XXXX XXXX XXXX and am paying my retainer today. Wells Fargo will hear from us and I will make sure justice will be served. 

I remember the following associates who I spoke with so far : 1 ) XXXX XXXX 2 ) XXXX XXXX in XXXX XXXX branch 3 ) XXXX XXXX in XXXX main branch 4 ) XXXX in XXXX XXXX branch 5 ) XXXX XXXX - Case Specialist - XXXX  Complaints Management Office 6 ) XXXX - Case Specialist - XXXX  Complaints Management Office 7. XXXX XXXX Case Specialist - Enterprise Complaints Management Office This claim was denied and closed : # XXXX The following claims were denied : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX The following transactions on my account are fraud : XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX Spend Transfer XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX Spend Transfer XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX Spend Transfer XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX {$1000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1500.00} XX/XX/XXXX Mass Metal XXXX XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX to XXXX XXXX XXXX XXXX {$1000.00} XX/XX/XXXX Tele-Transfer to XXXX Reference XXXX XXXX {$5000.00} XX/XX/XXXX XXXX  TO XXXX REFERENCE # XXXX {$7500.00} XX/XX/XXXX TELE-TRANSFER TO XXXX REFERENCE # XXXX {$3100.00} XX/XX/XXXX PURCHASE AUTHORIZED ON XX/XX/XXXX XXXX  XXXX XXXX XXXX FL XXXX CARD XXXX {$550.00} XX/XX/XXXX ATM WITHDRAWAL XXXX ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX ATM ID XXXX CARD XXXX {$200.00}

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