Consumer complaint received 2022-07-27
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:
On XX/XX/XXXX, my Wells Fargo debit card was used to make an unauthorized purchase for {$850.00}. After receiving two fraud alert text messages from Wells Fargo, I immediately logged into my online Wells Fargo Account to check my recent transactions. I was able to discern that there was a XXXX charge that I, as the owner of the account, did not make nor authorize this purchase and immediately disabled the debit card. Within minutes, I filed a claim with a Wells Fargo associate via phone. I was credited the {$850.00} pending the resolution of the fraud investigation. I was told by multiple Wells Fargo associates both via phone and in a Branch location on site, that the investigation would take between 8-10 days. However, on XX/XX/2022, nearly 2 months later, I receive mail correspondence from Wells Fargo that I they had concluded their investigation of my claim and deemed me liable for the {$850.00}, therefore that amount would be taken from my account by XX/XX/2022. I followed up with Wells Fargo and tried to gain further insight as to how they came to their decision, but they were not cooperative and said that the package had been delivered to my shipping address and there was nothing they could do. When I asked for any additional evidence that they used when determining my liability in this matter, they were unwilling to provide me documentation or any further proof. This is in direct violation of my rights and what was said in the correspondence that Wells Fargo sent in that they said they would provide the documentation of their investigation at my request, per my rights. Therefore, I proceed with my own investigation in which I was able to obtain documentation and other evidence that proves I did not authorize this purchase, nor were these items received. Additionally, the item purchased is what I believe to be a potential scam on the XXXX website. 

The fraud on my debit card was linked to a XXXX online account that was set up the same day of the transaction, per a phone conversation with a XXXX Fraud Investigation associate. This same account used a fake email address that contained my first and last name. After a phone call with XXXX, we verified that the item purchased was item XXXX, which is an adjustable bed base with remote and various features. The estimated weight of this package was XXXX pounds. Wells Fargo tried to justify that the package was received and therefore they will not re-open the claim " per company policy ''. I never received a bed frame that weighed XXXX pounds, let alone I never ordered this and the documentation attached proves this. 

XXXX provided me with the shipping details. The item, a XXXX pound bed frame was supposedly delivered to my address on XX/XX/2022 to my mailbox. The first sign of fraud is that a XXXX pound bed frame was shipped through XXXX to my mailbox. It should be noted that XXXX will not ship anything above XXXX pounds. To justify the fraud that occurred, the item that was claimed to be this package and that was delivered to my mailbox weighed approximately XXXX ounces in weight according to XXXX tracking and reporting documentation attached. 

Additionally, when researching this item number on XXXX, the item no longer exists under that item number. Through additional research, I found the item listed on XXXX, but this time for {$40000.00} ( XXXX XXXX XXXXXXXX ). This is clearly fraud on behalf of XXXX. Additionally, Wells Fargo will apparently not re-open my claim as that is against their standard policy despite the additional evidence provided. It is disappointing that I can do an investigation on my own and verify that this was fraud but one of the biggest financial institutions in the world is incapable of re-opening a claim and deemed me liable. I would also be interested in knowing what information Wells Fargo obtained from XXXX ( merchant ) and how far they went for their customer of 26 years to make sure this claim was sufficiently investigated, given they took 2 months to provide an answer to me. Please see the supporting documentation attached.

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