Consumer complaint received 2020-04-11
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a member of Wells Fargo Bank. 

On XX/XX/XXXX, there was an amount of {$8600.00} that was taken out of my savings account with Wells Fargo. ( Bank transaction screenshot has been taken to prove this fraudulent transaction ) I realized this transaction on XX/XX/XXXX and called my son at XXXX asking him to help me as XXXX is not my first language. ( Phone call screenshot has been taken to prove call was made ) My son helped me call Wells Fargo customer service at XXXX on XX/XX/XXXX at XXXX, XXXX, and XXXX and requested a translator. The operator on the phone informed my son that there is not much he can do because the member 's ( he didn't confirm whether it's mine or my husband 's ) signature is on the file. ( Phone call screenshot has been taken to prove call was made ) My daughter then placed a second round of calls to Wells Fargo customer service on XX/XX/XXXX at XXXX and XXXX. The representative confirmed that the member 's signature is on file for the transaction, but also stated that the transaction took place in XXXX, Arizona. I have never visited Arizona. I have never lived in Arizona. I do not currently live in Arizona. I have never stepped foot in Arizona. The representative started a claim for us ( claim number can be provided upon request ), and the phone call ended. ( Phone call screenshot has been taken to prove call was made and at what time ) On XX/XX/XXXX, we received a letter in the mail stating that our claim has been denied, for the reasons that 1. " [ Wells Fargo ] found that the signature on file appears to match the signature on the item in questions, '' and 2. " Additionally, your BANK CARD was used as identification in this transaction. '' Upon reading this, we called the number provided by Wells Fargo regarding this claim at XXXX on XX/XX/XXXX at XXXX. I told the representative that these are not sufficient justifications to denied that fraud took place. The document we received states that my bank card was used as identification in this transaction, not my ID. Additionally, neither I nor my husband have ever been to Arizona. I can even provide my passport to show that I have never been anywhere outside my State. And finally, a signature could be forged. The representative then informed me that 2 forms of State IDs were used as verification of my transaction in the claims file. I informed her nowhere does it say that on the document I received. It clearly states that my BANK CARD was used as identification in this transaction. To which the representative said, " well, the agent can not change what was already sent to you. '' Well, why would Wells Fargo send me inaccurate information as to why my claim was denied that would require further amendments in their claims system AFTER the denial document was sent to me? I advised the representative that I would need further proof as to why this claim was denied. I requested the information of the claims representative that worked on this claim, such as their name and contact information, to which the representative informed me that no such information can be provided. She then offered to note this conversation down in the claims file and request that the claims representative call me within 1-2 days. I agreed. 

Upon ending this call, I checked my bank account, only to find out that there is NO DISPUTES listed under this transaction. Nothing. 

Wells Fargo 's denial letter was sent to me on XX/XX/XXXX, 2 days after the claim was made. This shows that they have not properly investigated this claim, and that they don't have a care in the world that this has caused me financial hardships.

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