Consumer complaint received 2023-11-24
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:
I initially submitted a complaint against Wells Fargo because they were not allowing me to access my account after an individual XXXX XXXX gained unauthorized access to my account information after I was victim to a very unfortunate situation. I was falsely XXXX for being in possession of a stolen vehicle which was a XXXX  truck that I rented. The previous renter of the same truck never returned the vehicle so it was registered as stolen with the police. XXXX finally recovered the vehicle and put it back in the rental roster the only thing they forgot to do was notify the police that they had recovered the moving truck. So when it was rented to me and I left with it a license plate scanner picked it up as a stolen vehicle, police responded and a XXXX XXXX was made against me. I would like to add that after quite some time XXXX admitted fault in the situation, the XXXX XXXX XXXX  and I ultimately was XXXX XXXX XXXX. 

After my XXXX I was told that I needed to have someone come to recover my property the only person whos number I could remember was a newer acquaintance that I made he was a worker at the Storage facility I was using. I would like to add that property from the XXXX is put in a vacuum sealed bag with a cardboard backing not easily removed. I called XXXX XXXX and ask him could he please recover my property and HOLD the property for me until I would be released. He agreed and did as asked. Unfortunately he also took it upon himself to open the property package which consisted of my phone which in notes held all of my account information and PIN code. He then went on a rampage he changed my user name, password, phone number and address all in one day. While I was XXXX he made charge upwards of over {$5000.00}. He created accounts in other peoples names, opened a phone in my name, he impersonated me basically. This is something that should have been an immediate red flag to Wells Fargo and my account should have been immediately locked for further verification. I have had my account locked by them for even the smallest unrecognized charges and have had to call to verify multiple multiple multiple times. Yet in this occurrence they idly stood by and did nothing to stop this from happening. This is all know by Wells Fargo and my initial complaint unknowingly to me was closed because they responded and at the time that was all fine and well I was contacted by a very understanding nice woman from the bank was assured that the problem would promptly be resolved and that I would be receiving my money back. Ever so relieved I just waited it out. I was told I may be contacted to provide additional information or evidence when needed. 

This is where my new complaint comes in. It is with what transpired after my very positive conversation with this woman who contacted me. I was not contacted by anyone until the XXXX of XXXX I believe around XXXX an extremely rude man called me and acted in a manner I feel was completely unprofessional. He asked me to explain what happened in my situation. Mind you I had at this point gone over this with them at least 15 times throughout the company to various people. Most importantly the woman who called me in regards to my initial complaint who had full knowledge. Now I am being contacted by a man was is going to be responsible for making the final decision on my claim and he is telling me that he has absolutely ZERO information whatsoever regarding my case he tells me. So I begin to start retelling my situation to him where he abruptly cuts me off asks me what any of this has to do with the charges that were made which obviously it had everything to do with the charges that were made and that he did not have all day for this! Basically minimizing the importance of my situation. It may have not met anything to him in his big position with a power company like Wells Fargo however in my small little life basically my entire existence is hanging on recovering these stolen funds. And I want to make it clear in no way whatsoever did I give XXXX to access my funds or card or phone for anything. The ONLY person authorized to use my account is my girlfriend and this access is restricted to specific apps XXXX and XXXX and with that access my card number is not shown and and restricted to only access to those two companies. These other charges it is an absolute impossibility that she could or would have been responsible for them. Back to the rude, uniformed final decision maker. Mind you he called me to ask me I believe it was 4 question that really had not much to do with any specifics regarding my situation. He said ok. That was it. I asked would they be offering me the opportunity to provide any evidence that would further solidify my case. Anything I asked was projected as a huge inconvenience for him he reluctantly only gave me the standard customer service number which I could have gotten myself off of the back of my card and he told me just contact them and they would direct me to the right department to submit evidence. So I spent the night collecting things and writing down the information I had been given by various companies about accounts not being in my name one company I even have a screenshot of a chat with them where the legitimately instructed me to file a dispute with my bank to recover my funds because it was out of their timeframe to be able to do anything but that they agreed the money should be returned to me. I have this in writing from them and it was a charge for over {$1200.00}!!! The company name is XXXX XXXX who sell electronics. Again this man from Wells Fargo contacted me at XXXX on the XXXX when I woke up at XXXX the very next day not even a full 24 hours after speaking to this man I see that my entire claim has been denied. Not XXXX XXXX XXXXXXXX from over 100 charges made against my account were deemed to be returned. Money that was spent on my card not in my name, money that was spent in my name all the while I am sitting in XXXX  for a XXXX I did not commit so after going through that horrible situation I now have this to deal with. It is an absolute atrocity what is happening to me and how the situation has been held by Wells Fargo they are my financial institution. They are supposed to have my back if any situation like this was to arise, and they have done nothing but lay down and play dead. They have made no effort to help me with this situation whatsoever and I am justified in demanding that these funds be returned to my account. First, I was not aware of the gravity of the situation, because I can not even access my account because they changed all of my information I was made aware of the situation only maybe months later, when I received a pile of mail overflowing out of my mailbox mail that had been re routed to me I suppose from the fake address they created and added to my account the post office held the mail and finally realized it was mine and sent it with yellow stickers to my actual address it was over 40 pieces of mail letters from Wells Fargo for all of the transactions that were made each letter states that they suspect the charge to be fraudulent and they wanted my approval so that in itself tells me that they knew the charges were fraudulent or they wouldnt have taken the time to send me a letter asking me about it but now that Im making a complaint about those charges, they refuse to return the money I dont see how this makes any logical sense whatsoever And I am tired of being bullied and pushed around by this bank. I called to escalate the situation even further after I see the claim was denied I was told by the lady that she was going to send my file to the executive office who would do a more thorough investigation and before I could even get the confirmation number the call disconnected and hung up on me. I called back. Wells Fargo always answers the phone this time. When I call back, I sat on hold for over an hour And no one ever answered the call. It was just an automated system telling me that they would be with me as soon as possible which leads me to believe they were just avoiding having to deal with me I want my funds returned, and I want this to be made, right And if they do not do that, I think legal action needs to be taken against them because this is just wrong. No one should have to go through this and if they do have to go through this, the bank should have their back not try to get out of doing what maybe is considered an inconvenience for them its not inconvenience for me. Its an inconvenience that Im out {$5000.00} that I used to live on hard earned money that I saved and that was spent erratically by someone other than myself without my permission completely against my will. I would like to know why I was not even given a day to submit evidence confirming my allegations towards this individual and the charges that were made how is it that at XXXX XXXX  my claim is denied, and I had just been spoken to the day before at XXXX XXXX, I dont think they gave it a second thought they just immediately denied it for reasons completely unknown to me. I want something done about this and I want it to be resolved quickly because Ive been dealing with this for months now and I can not wait any longer to recover my money, I need immediate action if that is not provided, I feel that with the help of the federal trade commission and consumer credit agency legal action should be taken this company to help me recover my money! I see that I am being asked to provide my account number however that account has since been closed. I believe the last 4 on the acct was either XXXX or XXXX I really can not remember but they should very easily be able to find my case since I did provide my case number!

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