Consumer complaint received 2017-07-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened a checking account with Wells Fargo bank. The branch I opened this account at is the XXXX branch located at XXXX XXXX XXXX XXXX XXXX in XXXX TX with banker XXXX XXXX. I had decided I wanted to open a new checking account for several reasons, but mainly to separate my income from money to pay bills and money for miscellaneous things. Well only 4 months into having this account I had debit fraud on my account. Wells Fargo contacted me and left me a voicemail I did not answer on the call because I was at work. As soon as I realized this was happening to me I immediately called the bank! My card had been put on hold so that no more money could come out but several withdrawals had already happened totaling to {$390.00} being taken out of my account unauthorized. When I finally was able to make a claim with the fraud department they told me to wait 1-10 days to hear back and that I needed to change my pin because it had been compromised. Monday afternoon I went into a Wells Fargo branch to do just that and I was told I could n't make changes to my own account because I want authorized to do so, mind you I 'm the only person on the account. I checked this account frequently due to my paranoia of losing all of my money, I then noticed somehow the balance had gotten lower. I had used the card and it was supposed to be a hold on it to prevent any use,. This was my final straw I went into a branch and withdrew all of what was left in my account out. I they received a email from Wells Fargo that the investigation was complete, literally one day after I had filed the claim! So I waited and checked my account looking for my money to be refunded onto my card in which case I was going to withdraw it all and close the account with them for good. Two days later still no money refunded, I contacted the bank for a undate and that 's when I was told they denied my claim as fraud because not enough evidence to conclude. At this point I was extremely upset. This was fraud! I never authorized or personally made those withdrawals. There is no way I could have because I was at work during the entire time this fraud took place and my card was in my possession. I can prove with work time sheets when I was when this incident took place and there are no other users on my account. I do n't think they took the proper steps to get any real information! Did you contact the places where these withdrawals where made to verify or gather any information on who made them? Did you request surveillance footage from the time that ATM was used in the event of my fraudulent withdrawals. What did you do?? Obviously nothing because the reason is inconclusive. I have never made any purchases in either area where the fraud took place on my Wells Fargo account or any other account that I have nor in my history of bank accounts have I ever made withdrawals at a a gas station ATM or a ATM not associated with the bank. These withdrawals a clearly fraud! So after hearing that they denied my claim I went to the police department to file a report. I am not dealing with making a national complaint against the Wells Fargo bank, the branch I opened the account with and the claim department. I want justice, I want my hard earned money returned to me and I want every person considering banking with this institution to know what I went through only 4 months into having a account with this bank. I have both a police report and time sheet data from when this took place.

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