Consumer complaint received 2022-01-18
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:
On XX/XX/2021, my husband and I noticed that his debit card had been compromised and {$400.00}, {$400.00}, and {$200.00} were withdrawn from an ATM in XXXX, WA. We live in XXXX XXXX XXXX, TX and we were obviously worried about our checking account having been hacked. I called WF and made sure that his debit card was frozen and that no other amounts would be allowed to be taken out. they assured me that was true and they said that within 10 days I would have my money back in my account. 
I woke up on XXXX and checked my accounts to make sure that nothing else had been taken and I noticed a {$2900.00} telephone transfer from my savings account into my checking account was made. Then I noticed several authorized purchases all over XXXX, WA that equaled {$500.00}, {$500.00}, {$500.00}, {$500.00}, {$510.00}, and {$500.00}. 
Naturally I panicked and called them again because I was assured no more money would be taken out. I have been informed now that these amounts were technically taken out before my call but were not even in my " pending transactions. '' when I called I had noticed that the digital wallet had been set up for my husbands debit card and I asked if i could deactivate it. they informed me that I did not have appropriate authority ( our accounts are 100 % joint ) to make that happen. I asked if I could use the same bogus authority that the person that stole the money used to activate it to deactivate it and I was put on hold and forwarded to someone else. 
My husband and I went into the bank that morning around XXXX to talk with a representative at our local branch and he assured us that the money would get put back in our accounts, but that it would take a few days. In the mean time he set my husband up with a new Debit card pin number and we added voice passwords for any tele-banking. He was great to talk to, but as I am learning he has no power to do anything. 
So after 10 plus days I was notified that the money was not going to be given back and that Wells Fargo did not believe me that it was fraud. They said that it had to be someone that we know and/or gave access to. They did say that we could give more proof for the case, but when I tried to ask what it could be the person I was talking to would say " I am not authorized to tell you that or talk about that situation. '' I then went bank into the bank and asked what to do. I was told that executive branch would call me soon to discuss the issue and they would rereview or " escalate '' the claim. I never got a phone call. I got a letter from a weird Wells Fargo portal. I replied back on the portal to the author and never heard back. So in XXXX I called the number in the letter and asked for the signor. I again talked to someone who couldnt give me all the information and was hardly able to find my reply. I explained the situation and asked to talk with someone who had all access to my case and could actually talk to me about it. I have not heard from anyone at this point and my portal was deactivated, thankfully I have a screenshot of the letter. 

We did try to file a police report in XXXX, but they wouldn't accept it. We filed one in XXXX, but the police officer essentially said we would never get our money back from going that route. 

I truly don't understand how there is no appeal process or discussion that takes place in this situation. They just don't believe me that it was fraud and I never get to talk to anyone or get my money back?!

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