Consumer complaint received 2023-01-04
Company: WELLS FARGO & COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Starting on XX/XX/XXXX I was a victim of fraud. My Wells Fargo debit card information was compromised. On XX/XX/XXXX, I received a phone call from Wells Fargo 's fraud XXXX number. I answered and a very professional person told me they were calling from Wells Fargo to verify some suspicious transactions that occurred in XXXX XXXX. I explained I was not in XXXX XXXX and that these were unauthorized. The person told me that they would not approve the transactions, and they would close my debit card and issue me a new one via XXXX  XXXX. I was provided with a XXXX  XXXX tracking number for the card. This Wells Fargo employee additionally went through similar verification protocols as phone calls I have had in the past. They sent me verification codes from a Wells Fargo XXXX texting number that I have always received verifications from-XXXX. I thought I had been proactive in handling my account safety. The following morning on XX/XX/XXXX, I checked my Wells Fargo account and saw that numerous transactions occurred from the night before that were not authorized. They were in large amounts and took place via teletransfers that I did not make, and were also committed in towns in SC that I do not travel to and was not visiting at the time of the fraud. Someone used digital wallet ( which I don't know how to use, nor have I ever used ) with my debit information to transfer {$460.00} from savings into checking at an ATM in XXXX, SC ; Someone transferred {$8000.00} of available credit from my Wells Fargo credit card into my checking via teletransfer ; there was another ATM withdrawal for {$200.00} and then another for {$800.00} at an ATM in XXXX, SC ; and then multiple transactions at XXXX XXXX in XXXX, SC for the following amounts : {$2900.00}, {$2900.00}, and {$2800.00}. Then another teletransfer for {$1000.00} was made by someone to move {$1000.00} of available credit into checking. Lastly, an unauthorized purchase was made on XX/XX/XXXX at a XXXX XXXX in XXXX, SC for {$500.00}. All of these transactions occurred by unknown persons via " digital wallet '' or " apple pay '' without my approval. As soon as I saw these transactions, I immediately called Wells Fargo fraud. They informed me that they did not have record of this phone call from the night before, and they assumed it was fraudulent. I opened a claim for my debit card to dispute these transactions on XX/XX/XXXX as soon as I saw them. I answered the routine questions from the Wells Fargo employee and they told me Wells Fargo would investigate the claim. I made another phone call later that evening to reiterate the seriousness of this, and asked what to do about the fact that my Wells Fargo credit card was involved and they told me I would have to call back for the credit card on Monday. On Monday morning on XX/XX/XXXX, I called Wells Fargo again and talked to a representative from the credit card fraud department. I explained the entire situation, and she agreed that this was a major fraudulent incident that would be escalated. I provided all of the details from the false XXXX XXXX tracking number for a new card I was given, to the time and date of the phone calls coming from Wells Fargo, etc. She said she believed someone must have disguised their phone number as Wells Fargo 's number, as she did confirm the number that called me was in fact Wells Fargo 's number. She also sent me verification codes that came from once again, the same text message number as what was sent to me in a scam. She assured me they would look into the matter. I continued to get emails saying that they were investigating, and called them back on Thursday XX/XX/XXXX. I was told that an investigator was due to call me back on Friday with an update. I received no phone call. Then, later that evening I called Wells Fargo back and they informed me that the credit card claim was denied because they could not prove I did not send the funds to my checking account, and that the debit fraud would have to investigate. I actually talked to the same person that day, that I had talked to on Monday XX/XX/XXXX who had told me she would have it escalated. For me to have to call them back to be denied in the claim is unacceptable. I asked her if they communicated with the debit card fraud department and she said no. However, I was able to get her to place me on hold for her to communicate what a scammer had done with my credit card funds and how they were able to make these transactions from my checking account with my debit card. I received a phone call from a Wells Fargo employee on XX/XX/XXXX that my debit card disputed transactions claim was denied. I asked to talk to a XXXX and neither employees were helpful in explaining to me why the claim was denied-all they said was that they did not have the proof that I did not authorize those transactions. I explained I have been a customer to this bank since XXXX, and I am a XXXX XXXX  XXXX  that would not authorize such transactions. This amount of over {$10000.00} is basically a quarter of my annual salary, and I was treated with little remorse and little to no support from Wells Fargo. I even emailed Wells Fargo 's fraud email address with proof from my XXXX  mobile calls and texts that a Wells Fargo number called me that evening of XX/XX/XXXX and sent me multiple text message verifications for security to show that I was pursued by someone that masked themselves as my bank. I received another call today on XX/XX/XXXX that my claim was denied again. While I was crying on the phone asking to talk to a XXXX, I was placed on hold for a long amount of time and I eventually had to hang up to go back to work. I have contacted the XXXX, SC police department, as well as the XXXX, SC and XXXX XXXX XXXX XXXX XXXX to file a police report. I am hoping that since my bank does not believe me, I can have an actual investigation done to review camera footage to prove this was not authorized whatsoever. I have included mobile text and call logs to show that Wells Fargo 's numbers contacted me first and that was how I was scammed. I also show the additional highlighted correspondence to show how often I called the bank to try to get this settled, and how I continued to receive text message confirmations when I was doing everything I could to make my accounts more private and secure. If I was guilty of making up a false story about these funds I would not be providing all of this documentation and calling police departments. Wells Fargo has continued to turn a blind eye to my concerns.

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