Consumer complaint received 2022-09-22
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear CFPB Representative, My name is XXXX XXXX. During the evening of Tuesday, XX/XX/XXXX, I visited my local XXXX XXXX XXXX in XXXX, VA to workout. Unfortunately, when I finished working out and was walking out of the gym, I had discovered that my car was burglarized including my right back passenger door window which was broken into, along with purse which was stolen throughout this process. I reported the break-in to the local XXXX XXXX Police Department by immediately dialing XXXX. The local police who were assigned to the XXXX, VA Police precinct were then dispatched to the gym. I then took immediate action to lock both my Wells Fargo checking and savings accounts online by using the Wells Fargo online banking website. I then took immediate steps to call Wells Fargo Bank , N.A . directly to ensure that my checking and savings accounts were officially locked. I further requested that my stolen debit card be immediately canceled and specifically asked that a note be placed on my account alerting I was a current victim of identity theft. The representative on the call then confirmed that my checking and savings accounts were locked through a hard freeze which would prevent any withdrawals or check/transfer deposits from taking place. I received confirmation numbers for both the checking and savings accounts and was asked to follow up in person at a local bank branch office near my home ( XXXX, VA ). I was instructed by the representative on the call that in regard to the stolen or theft of my debit card, I would need to be assisted by a banker in-person to open a new checking and saving accounts. 
On Friday, XX/XX/XXXX, I visited the Wells Fargo Bank , N.A . at XXXX XXXX XXXX in XXXX XXXX VA. Per my scheduled Wells Fargo in-person appointment, I was attended by a personal banker by the name of XXXX XXXX XXXX XXXX XXXX XXXX was able to assist with closing my old savings account and opened a new saving account per my request. I requested that my new savings account be protected by remaining locked to prevent any withdrawals. I was assured that my savings account would be protected at the time of this actual request. XXXX XXXX stated that there would be no need for alarm or concern and that no estimated amount of money could be withdrawn by anyone ( specifically the strangers or thieves who are still in possession of my drivers license and Wells Fargo debit card ). XXXX XXXX could not assist me further with closing my checking account as there was a pending deposit. I was requested to return back to the branch on Saturday, XX/XX/XXXX to see if this request had been processed and/or completed. 
As requested, I visited the Wells Fargo Bank , N.A . at XXXX XXXX XXXX in XXXX XXXX XXXX the next day, Saturday at XXXXXXXX XXXX, XX/XX/XXXX. XXXX XXXX completed the same steps with closing and opening a new checking account. Once again, I asked that my new checking and saving accounts be protected against any withdrawal activity. I was assured that all correct steps were taken by Wells Fargo Bank , N.A . and I had no need to worry. 
On Monday, XX/XX/XXXX, at XXXXXXXX XXXX, I received a call from a personal banker, XXXX XXXX XXXX, from Wells Fargo Bank , N.A . in XXXX, XXXX ( XXXX XXXX XXXX XXXX ). XXXX XXXX asked if I had recently authorized to have money withdrawn from my account. I acknowledged that she was speaking with me and clearly stated NO, I DO NOT AUTHORIZE WITHDRAWAL OF MY FUNDS. I immediately informed XXXX XXXX about my car being burglarized, including my drivers license and debit card being stolen. I informed XXXX XXXX to inform her manager and the banks XXXXXXXX XXXX XXXXXXXX division to place a note on my checking and savings account. This would alert bank tellers to take note of the attempted withdrawal of my account. XXXX XXXX informed me that her XXXX, XXXX XXXX XXXX, assisted and did not authorize the withdrawal. However, she apologized, that even though I informed her of the theft of my identify, my drivers license and debit card were returned by her to the thieves prior to reaching out to me via phone call. 
After two hours of speaking with XXXX XXXX, I accessed my online Wells Fargo Bank , N.A . accounts and learned of the immediate withdrawal activity that was taking place in the estimated amounts below. 
XXXX. XX/XX/XXXX {$2300.00} XXXX. XX/XX/XXXX {$3500.00} XXXX. XX/XX/XXXX {$3500.00} I immediately rushed to the Wells Fargo Bank , N.A . at XXXX XXXX XXXX in XXXX XXXX, VA and was attended to by banking representative, XXXX XXXX XXXX. XXXX XXXX assisted to place a hard-freeze on my checking and savings account. The accounts were locked but in the process of locking the accounts, another withdrawal of {$3500.00} took place and XXXX XXXX was unable to stop this withdrawal, but notified the Wells Fargo security/alert banking division and stated that someone was falsely representing me by presenting my stolen drivers license and debit card. This was when an additional total of {$9300.00} was immediately withdrawn from my savings account. 

At this point, the fear of having more issues caused by Wells Fargo Bank , N.A . due to negligence and failure to protect my funds, I requested XXXX XXXX to withdraw all remaining funds from my checking and saving accounts and issue official cashiers checks in the remaining amount of {$45000.00}. XXXX XXXX was not willing to comply with my request due to the time being past XXXXXXXX XXXX eastern standard time. XXXX XXXX did schedule an appointment for me to meet with fellow Wells Fargo branch representative, XXXX XXXX XXXX the following day. I left the bank with XXXX XXXX providing me with a newly issued Wells Fargo case number for the claim of the stolen amount of {$9300.00}. I was assured funds would be returned to me in 10 business days, due to this being Wells Fargo Bank, N.A.s mistake, and by them failing to stop withdrawals. 

On Tuesday, XX/XX/XXXX at XXXXXXXX XXXX, I visited the Wells Fargo Bank, N.A., at XXXX XXXX XXXX in XXXX XXXX, VA and was attended to by Wells Fargo personal banker, XXXX XXXX XXXX. XXXX XXXX successfully withdrew the remaining funds from both my checking and saving account and issued official cashiers checks. I was informed that the funds were immediately available and could deposit the amount into an alternate banking institution of my choice. I asked XXXX XXXX several times if it is correct that the cashiers checks were not an issue for me to deposit into an alternate banking institution and that Wells Fargo Bank , N.A . will not prevent me from depositing funds into another banking institution. XXXX XXXX confirmed once again this wouldnt be an issue. I further questioned XXXX XXXX if indeed Wells Fargo Bank , N.A . was going to return my {$9300.00} that the bank teller gave to the party who fraudulently tried to represent me with my original drivers license and Wells Fargo debit card. XXXX XXXX apologized and said it is not likely that the funds will be returned because there may be additional investigation and that I would need to wait to receive communication by mail. I asked once again why I am to wait for my funds to be returned. Funds that were freely given to the fraudulent thieves who had stolen my drivers license and debit card. 

XXXX XXXX said she did not know and all she could say for me was to wait but the odds of receiving the stolen fund amount of {$9300.00} within the next 10 days from Wells Fargo Bank, N.A would be pretty slim. I asked further if anyone working as a bank teller or cashier or personal banker can see the notes and find that my account was on alert watch. XXXX XXXX said it is hard to say because some bank staff do not read the notes and do not follow the correct process. 

My next issue occurred when I tried to deposit my newly issued cashiers checks from Wells Fargo into my alternate banking institution named XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX informed me that funds would be available the next day. However, when I checked this account online the next day. I had discovered that the funds were not available and immediately called XXXX XXXX to inquire. I reached out to Wells Fargo Bank , N.A . by calling the XXXX # and filed a complaint, which was escalated so I could speak with the Wells Fargo executive office . I was informed that even through Wells Fargo Bank, N.A, issued me an official cashiers check. Wells Fargo still placed a hold on the newly issued cashiers check, and there is no guarantee that the funds would be released to me now within the expected time frame of 5 days. 
At the moment, not only did Wells Fargo Bank, N.A fail to protect my funds from theft. They also gave my funds without my consent. I am now left without any money and am at the mercy of Wells Fargo Bank , N.A . to fix this issue and address the failures that took place. I am deeply discouraged and exhausted which is due to me needing to call repetitively and speak with representatives with no assurance of when my stolen funds will be distributed back to me. In addition, to putting a hold on the cashier checks, which is my money. 

I respectfully request for your immediate assistance to address this complaint as it is not only I who has experienced this mishandling or negligence on the behalf of Wells Fargo Bank , N.A . and their staff. I was present when another customer walked in to the Wells Fargo Bank , N.A . at XXXX XXXX XXXX in XXXX XXXX, VA and asked that her account be immediately closed because her funds also being taken. This bank institution is not doing their part to protect our money, nor do they have strong security practices set in place to prevent these kinds of thefts.

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