Consumer complaint received 2023-11-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My Wells Fargo bank card was expiring in XX/XX/XXXX. Apparently, my bank mailed out my new card on XX/XX/XXXX, to my home address. All my mail gets dropped by USPS into the common mailbox location that holds mailboxes for the entire residential community. All my mail goes to my mailbox, and I have never experienced mail theft before. However, this time I did not receive my new bank card in the mail. On XX/XX/XXXX I got an email from my bank that my account was overdrawn, and it had a balance of - {$260.00} ( negative balance ). I logged into my Wells Fargo online bank account and found that there were 16 transactions made using the missing card on my account by someone other than me. I have never shared my pin code on my bank card with anyone ever. So immediately I called Wells Fargo Bank and reported my card was stolen. I was told on the phone by the banker that a new card was mailed to me on XX/XX/XXXX, that I never received. Also, the banker cancelled my card as " stolen '', sent out a " new/replacement '' card and filed a report with the bank. Here 's the summary : ( XXXX ) On XX/XX/XXXX, the banker on the phone assisted me to file a claim with Wells Fargo for {$2200.00}, Claim XXXX ( XXXX ) On XX/XX/XXXX, another banker on the phone assisted me to file another claim with Wells Fargo for {$12.00}, Claim XXXX Wells Fargo has XXXX my " stolen '' card with a new card by home delivering my new card to me. 

On XX/XX/XXXX Wells Fargo closed my claims stating there wasn't any evidence provided by me. They requested for a copy of the police report and documentation from my local post office. 

On XX/XX/XXXX, I filed a police report for mail theft. Case number : XXXX On XX/XX/XXXX, I filed a report with my local post office. Service Request # XXXX. My local post office has confirmed to me in writing that several residents in my residential community have reported mail theft in my area. 
On XX/XX/XXXX, I emailed documentation in PDF format to Wells Fargo Claim 's department, as suggested by Wells Fargo. 

On XX/XX/XXXX I called Wells Fargo Bank 's Claim 's department to check up the status of my claim. To my shock I was informed that my claim will remain closed as police report and documentation from USPS postal office is not considered enough evidence to support my case. I was told that I could not call any other department or resource within Wells Fargo to pursue my claim/request. I need help from CFPB in getting my funds recovered from Wells Fargo as the bank approved the transactions that were made on my stolen card by someone other than me ( most of these fraudulent transactions were made by the thief in a casino ). I have been a Wells Fargo member for over 28 years, and I have never abused my card in such a manner. 

Please HELP!!!. Am happy to be contacted at the below 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 non-monetary relief