Consumer complaint received 2022-11-01
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I was camping outside of XXXX, XXXX We went into town to grab burgers. At that time, I noticed that I had more than 8 emails from Wells Fargo about activity taking place on my bank account from XXXX. These actions included phone numbers being added to my account, XXXX contacts being added to the account, XXXX XXXX being set up on my account, Wire transfers being set up on my account. I tried to log into my bank account ; however, my username and/or password was changed and I was unable to get into the account. Some of the activity included someone named XXXX being added to my XXXX, someone named XXXX added to XXXX, someone named XXXX XXXX XXXX being added to XXXX XXXX. The phone number XXXX was also added to my account. At this point about $ XXXX was taken out of my account and a XXXX XXXX for XXXX was slated to be taken out on Monday ( XX/XX/XXXX was a Saturday ). The XXXX XXXX was cancelled due to the timing of when the fraud was found ( it not happening on a week day ). These activities took place on both the Checking and XXXX account. I called Wells Fargo XXXX instantly and we worked over the phone for over an hour going through the transactions. Case # XXXX was created on XX/XX/XXXX. The fraud agent also closed my old checking and savings account and opened up a new one on this date due to fraud. The following Monday, I followed back up with the Wells Fargo Claim account to further question the phone number that has been added to my account and that by a XXXX search I noticed that this phone number was linked to XXXXXXXX XXXX. On XX/XX/XXXX, I was notified that my claim was denied because I could not prove that I did not know this person ( despite crying on the phone with the agent for over an hour and closing out accounts due to fraud ). On that date, I went ahead and appealed the case by sending : XXXX coordinates of where I was camping ( XXXX, XXXX ), text conversations that show that we were camping ( with the location ), a XXXX coverage map to show that my location, at the time/date of the fraud, had no service to even do any banking activities and I sent photos of photos I took on my phone that have the location and the time of these photos to again prove I was in the mountains of XXXX. On XX/XX/XXXX case XXXX was created for the appeal. Since filing for the appeal, I had a fraud case take place on my new savings account for {$240.00} for a XXXX parking ticket ( I live in XXXX XXXX and have not ever been in XXXX with a car ). I filed claim # XXXX on XX/XX/XXXX. 2 days later, Wells Fargo re-payed the {$240.00} and they added a stop payment for any XXXX Parking. When I noticed that this parking ticket was for XXXX and the phone number from the first fruad was linked to XXXX, I called the local branch to see if this could help my appeal case. The local Branch Manager was willing to support the case.He needed the letter where the bank explains why the fraud was denied. At this date, I called Wells Fargo to request the letter. As of XX/XX/XXXX, I have called the bank XXXX for a status on this letter with no success. On XX/XX/XXXX a {$140.00} charge for a XXXX XXXX XXXX XXXX ( my last name is spelt XXXX XXXX was taken from my savings account. On XX/XX/XXXX a {$140.00} charge for XXXX XXXX XXXX XXXX was taken from my savings account. On XX/XX/XXXX a {$450.00} charge was taken out of my savings account for XXXX XXXX XXXX XXXX XXXX XXXX XXXX Client XXXX XXXX. On XX/XX/XXXX a Yardi XXXX XXXX XXXX XXXX was added to my savings account for {$0.00}. According to XXXX, XXXX XXXX XXXX is used to add bank accounts to rent portal systems. I noticed these new charges on XX/XX/XXXX and claim # XXXX created. At this time, they closed down my savings account and opened up a new one. I requested a new routing # ; however, that was denied. I followed back up with Wells Fargo on Sunday XX/XX/XXXX to express my concern about the XXXX test and about money being pulled from my account on XXXX ( typically when rent is due ). The last time they closed my account down on XX/XX/XXXX, charges were still taken out the following Monday for {$600.00} for the XXXX XXXX for XXXX XXXX XXXX. Wells Fargo brushed off my concern ( this topic is TBD ). At this time, I also asked Wells Fargo how these activities could take place on my Savings account and I told them that I do not have checks ( for either savings or checking ) and I do not have paper statements, so there are no hard copies of my account information. 

On XX/XX/XXXX I went to the local Wells Fargo branch and worked with XXXX XXXX XXXX, since I wanted to check in on the recent claim and I wanted an update on my appeal. As of XX/XX/XXXX Wells Fargo " lost '' the claim, and will still not return the money. The XX/XX/XXXX fraud is over {$600.00} ( the exact amount is unknown since I was not ever able to get back into that bank account ). The most recent fraud is for {$740.00}. Since Wells Fargo denied my claim, refused to re-send me the " rejection '' letter, and will not work with me on the phone over my appeal, I am reaching out to the CFPB for assistance. As of XX/XX/XXXX I opened up a bank account with XXXX XXXX XXXX and withdrew {$6000.00} from the account ( leaving a little over {$800.00} in the checking account ). I was apprehesive about closing down the Wells Fargo account until I am paid back my stolen money, and so they value me as a customer. 

At this time, the banker at the local Wells Fargo XXXX XXXX XXXX XXXX XXXX has the documentation for all 3 fraud cases, including the active appeal and the active claim.

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 monetary relief