Consumer complaint received 2022-04-19
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
RE : Wells Fargo Bank. Fraud Claim # : XXXX. Date of Claim : XX/XX/2022. 
I am a school teacher at XXXX XXXX, Florida and I have been baking with Wells Fargo bank for over seven years. On XX/XX/2022, as I was getting gas at a gas station I received a phone call from someone claiming to be a Wells Fargo representative from the fraud department, the person knew my banking and personal information, and stated that they were calling me to verify a suspicious transaction on my account. Since it was me getting gas at that time I did verify and confirm that the transaction was valid. I didnt think anything of the call because just a week prior, my debit card was blocked due to a {$40.00} gas transaction, and I had to go through the same process to unblock my debit card. On XX/XX/2022, as I was checking my account balance I noticed that there were over {$7000.00} worth of transactions debited out of my account. Frustrated and scared I rushed to my local Wells Fargo branch and sat with a banker. The banker went over with me multitudes of charges/transactions that were debited on XX/XX/2022 throughout the State of Texas ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX I explained to the banker that I was NOT in Texas but at work in Florida, which I can prove, and definitely DID NOT AUTHRORIZE the transactions in question. During the 7 years of banking with Wells Fargo I have NEVER charged anything for over {$7000.00} out of my account in a single day, it is very discerning that Wells Fargo bank DID NOT detect the out of pattern spending and BLOCK these out of state transactions, Wells Fargo bank FAILED at protecting my assets and the banker was unable to provide a clear reason as to WHY was my debit card blocked over a {$40.00} gas transaction being made in my home state of Florida and not blocked when several SUSPECIOUS/ FRAUDULENT transactions totaling over {$7000.00} were charged in a single day in a state that I am NOT in. The banker agreed that this was a clear case of fraud and initiated a fraud claim, closed my account, and told me that I would have to wait an additional 3 WEEKS to get my money returned, this is an OUTRAGEOUS wait time.

Shortly thereafter, I was given a provisional credit of {$300.00} by Wells Fargo bank, I then proceeded to call the bank and even stopped by the branch a few times to check on the status of my claim and each time I was told by a Wells Fargo bank representative to be patient and that they are working on returning my money. Finally, on XX/XX/2022 I contacted the Wells Fargo fraud department to do a claim check, that's when I was told by a phone representative that my claim was DENIED because I was the one who made the purchases, without any further explanation or written notice I was told that the only next step was for me to go out of my way to make a police report. At that point it was made clear to me that Wells Fargo bank is a FRAUDULENT and MISLEADING financial institution who allowed frauds to STEAL my money.

This the WORSE banking experience of my life. The entire process felt as if I was being punished for being a victim, it is an UNFAIR and cruel way of treating your clients. I am a hardworking and honest individual, and I will not jeopardize my credibility, professional stature, and my good name over ANY false transaction claims. The Wells Fargo bankers and representatives that I spoke with showed NO SENSE OF URGENCY or EMPHATY regarding my situation, and DID NOT do right by me as a FRAUD VICTIM.

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