Consumer complaint received 2023-04-17
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX at XXXX in the morning, I received an alert from XXXX XXXX stating that there was a new device login. At XXXX on XXXX XXXX, {$400.00} was added from my checking account and sent from my account to a user unknown to me. At XXXX, I received a notification from XXXX stating that a new recipient had been added to my account. At XXXX, {$500.00} was sent through XXXX to the unknown recipient. At XXXX, another {$500.00} was sent through XXXX to the previous recipient. At XXXX another new recipient was added to my XXXX and {$500.00} was sent to that recipient. At XXXX, another unknown recipient was added to my XXXX and {$500.00} was sent to that unknown recipient. At XXXX, another unknown recipient was added to my XXXX. At XXXX, {$500.00} was sent to that unknown recipient. At XXXX wells Fargo sent a Fraud alert on a {$1000.00} to an unknown place called XXXX. This transaction was denied by Wells Fargo due to fraud detection. At XXXX I woke up to use the restroom and checked my phone and saw transactions and fraud alerts from Wells Fargo. I immediately called Wells Fargo and indeed flagged the fifth XXXX transaction attempt ( which occurred at XXXX ) as Fraud and was able to decline it from processing. With the Wells Fargo representative on the phone, we reviewed all the accounts and identified the fraudulent activity. Once identified, the representative closed my online banking to prevent further damage and informed me that someone would reach out to me in the morning. At around XXXX another representative from Wells Fargo called me to further identify the fraudulent transactions went over the fraud precautionary guidelines with me. We closed the affected accounts and opened new ones in their place. Five days later on XX/XX/XXXX, I received a notification from Wells Fargo that a credit was issued for the {$400.00} transaction that was done through the XXXX XXXX as it was verified to be fraud. I then called Wells Fargo to inquire on the other {$2000.00} in transactions ( Four {$500.00} XXXX transactions ) and was told that my case was closed and that I had authorized or personally performed those XXXX transactions. I explained that this was not the case and that all these transaction happened within the same time period that morning of the XXXX and that 3 were identified as fraud. I clearly stated to the representative that the case needed to be reopened and insisted that all these transactions were fraudulent and absolutely were not authorized by me. I decided to go to my local branch and explained the situation in detail and also provided proofs of the alerts that I had received. The representative opened another case and within two days, that case had also been closed claiming, once again, that I had authorized or personally performed those XXXX transactions. Once again I went back to the XXXX branch to speak with the representative to inform him that the case had been immediately closed again. He resubmitted another case on our behalf. On XX/XX/XXXX I went back to The XXXX Branch and spoke with another representative who offered to submit another claim on my behalf but I declined since all other previously submitted claims have gone to deaf ears. I was then connected to the Claim Escalation Department who then connected me to the XXXX Investigation Department. They advised me to send a letter to Wells Fargo. On all of the claims that have been submitted to Wells Fargo, not once have they reached out to me to provide me with a status on the claim. I've had to call each time to get the status of the claims only to find out that all of the claims have been closed. Wells Fargo keeps insisting that I've preformed these transactions even though they have identified three out of the seven to be fraudulent. All of which occurred within the same date and time span. In the meantime, {$2000.00} has been stolen from my account and Wells Fargo does not want to take any responsibility.

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