Consumer complaint received 2022-12-02
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Wells Fargo Claims Team, My name is XXXX XXXX XXXX XXXX, with savings account number XXXX, and I have been a customer since XXXX. 

On XX/XX/XXXX of this year I filed a claim ( Number XXXX ) for a set of unrecognized transactions. 

The claim was denied on XX/XX/XXXX, 8 days later. I immediately contacted the department in charge, which informed me that it had been denied on the grounds that in my call I said that I had the card in my possession, when this is NOT the case. 

I made it clear in my call on XX/XX/XXXX that I had been away from home studying in XXXX for some time. As proof of this, I have enclosed my visa for studying in XXXX, which dates from XX/XX/XXXX. 

I am also enclosing the lease of my house in XXXX as proof of what I am saying. 
In addition to all this, since XX/XX/XXXX, I have been calling routinely in order to find a solution to my claim. 

On XX/XX/XXXX and XX/XX/XXXX, I was able to speak with two supervisors from the claims area, one in XXXX and the other in XXXX, who offered to review my call of XX/XX/XXXX in order to reopen my claim or take another action. I have called since then and to date I have not achieved anything, they have not listened to me at all and I have only been told that they would escalate it or that it is in process. Although the two officials promised that within a maximum period of two days they would give me a solution to my request, to date nothing has happened. Failing to comply with their own promises. 

Today, XX/XX/XXXX, I contacted them again and was informed after an hour long call, that they still had not listened to the calls of XX/XX/XXXX as they promised to do, that is 17 days have passed since the first offer and to date NO help has been given to me. Also, I sent a letter 4 days ago, a letter that to date I do not know if they have reviewed or not. 

Lastly the last claim filed through this agency, they make reference to me logging into my wells fargo account before reporting it, leaving out something important : When I tried to log into my wells fargo account, it asked for a code so I was taken out of the mobile app and logging in from the laptop or from a cell phone was impossible because of that code. The only time I logged in I was taken out, from there I logged in when I was able to receive codes through the app. I also changed phones from an XXXX XXXX to an XXXX XXXX. I was also not allowed to log in without a code. 

Lastly, Wells Fargo did NOT let me block my debit card since I am in another country and can not receive text messages. I called on more than one occasion in order to do so and they would NOT allow me to do so, claiming that for security reasons I have to receive a code, which is impossible for me now. Likewise, I could not enter my online banking or the app because they asked me for this, and the times that I did enter it, I ended up being removed. 

I need speed in the case, since the waiting times have been longer than agreed. I also hope that the documentation I am sending will help the case. 

It is really disappointing to know that the promises made by Wells Fargo have not been kept, and to keep me waiting unnecessarily. 

Without anything else to add, I thank you in advance for the good disposition that has been made and I appreciate the treatment that has been given to me. 

Thank you in advance, XXXX XXXX.

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