Consumer complaint received 2015-10-23
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX & XXXX XXXX someone accessed my checking account and withdrew {$300.00} from my account each time at a WFB ATM machine in XXXX CA. This person did n't use my debit card as it was in my possession the entire time. WFB called me on XXXX XXXX via an automated phone system that hung up on my twice before finally completing the call and informing me of a problem with my account but did n't what the problem was or which account was involved. I called them back and after many frustrating minutes the operator told me someone had used my debit card ending in XXXX to access my checking account ending in XXXX and took money out of my account. I told them it was n't me and the charges were fraudulent. A claim was filed and I received an email stating that fact. 

On XXXX XXXX I called WFB again and asked about the claim. They said I had never spoken to the claims department and I needed to go through all of the same information again that I had given the operator on XXXX XXXX. This was not true since I had given all required information to the representative I spoke with on XXXX XXXX. This is another example of how dysfunctional WFB is in their operations and how they use the " multiple department game '' to mislead and delay resolutions for customer service issues ( another example of this is how they handle flood insurance ) Once giving all the information I was told that they would complete the investigation now and that I would receive my money back that same day or no later than Monday. 

At XXXX XXXX PST I received an email with a subject line of " Wells Fargo Claim XXXX : Investigation Completed '' and that " We have completed our investigation of this claim and determined that an error did occur. We have sent a letter by mail with the details of our investigation. '' At XXXX XXXX I received another email with a subject line of " Wells Fargo Claim XXXX : Provisional Credit '' that contradicted the first email stating " We are processing a temporary credit to your Wells Fargo account XXXX. This credit is provisional until our investigation is complete. '' I called Customer Service and they said the email was in error yet I have not received my money back. 

XXXX has a XXXX liability fraud policy mentioned on their website that they are not in compliance with as described at their website ( XXXX ) under the Poweful Protection Features. This card and account do not have " Powerful Protection Features '' and is no different than my ATM card for my Credit Union. WFB is mis-marketing their cards as being safe when they are not. Someone cloned my card at a gas station and WFB did nothing to stop it. They are withholding my funds now pending their investigation per their last email with me. This national bank continues to mis-market their services and mis-treat customers such as myself with their unethical practices and poor customer service.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation