Consumer complaint received 2023-07-28
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:
On XX/XX/XXXX, I went to a XXXX in XXXX XXXX, XXXX and later to an XXXX XXXX both locations are on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Somewhere in or between these two locations, my wallet that had my Wells Fargo debit and credit card fell out of my backpack. I went home and did not realize my cards had fallen out until the next day, XX/XX/XXXX, when Wells Fargo, at XXXX XXXX, sends me an email alerting me to Fraudulent Activity. I had made a purchase via XXXX  on the online shopping app XXXX XXXX which triggered the email to be sent about potential fraud that occured before my purchase on XXXX XXXX. 

The name of the company, which I'm assuming is an online store, is coded in my bank as XXXX XXXX XXXXXXXX XXXX  XXXX card XXXX. 

There were 4 charges made that the bank flagged as Fraud and denied the charges/ refunded the amount. The charges that got refunded are as follows : {$1200.00} {$620.00} {$310.00} {$120.00} These amounts were all rejected and reversed and I have the EMAIL from Wells Fargo telling me fraud was detected. The bank then allowed two charges- one of {$620.00} and another of {$340.00} to go through even though they flagged the other charges as potentially fraudulent. The thief also charged my credit card for {$62.00} to the same store. I filed a report and canceled my cards on XX/XX/XXXX, I have the call log showing I called their number at XXXX XXXX 5 mins after receiving their fraud alert email- and was online for 1 hr and 14 mins. I also reported fraud and stolen card to their credit card department. 

I called back today, XX/XX/XXXX, as today is day 10, and was told that the bank decided this was NOT fraudulent activity and told me that I would be not be getting back the {$970.00} that was stolen from my card and unauthorized by me. Wells Fargo then erased all of the reversed charges and I only have proof because I took screenshots. They also erased all but one charge on my credit card. I did not give consent for my bank records to be modified and want to pursue further action to get back my stolen money. Even though I told them I live in XXXX XXXX at the moment, they would not send me mail to here about my bank- I'm assuming they sent it to my prior US address nor would they call my XXXX phone number with updates or for further information. I had to call to get my answer today. And the emails I received only stated they were still investigating the matter. I am at a loss of what to do or how to try and repeal this decision because they told me via phone the case was closed and gave me no way to proceed refuting my case or how many days I have. There is no publicly published information online on what steps to take next. They are inconsistent in the criteria with what is fraudulent and what is not. The security of the card is weak and because they refuse to allow international phone numbers for text alerts, they put my security at risk. I didn't get the email about the fraud until the following, as mentioned above, and had no way to report it sooner. The bank also left me in a state of financial insecurity and psychological despair because I am in another country and they would support a customer internationally and I had no way to go to. bank or have access to my money.

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