Consumer complaint received 2023-01-24
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2023, I was at a local park in XXXX, Virginia when my car window was busted in and thieves stole my entire purse. I was on XXXX XXXX and did not see this happen. My purse was hidden under my driver seat. I cancelled all of my debit and credit cards, with my Wells Fargo cards being first because that is my primary banking relationship. I also filed a police report for larceny and vandalism with the XXXX Police Department. The report number is XXXX. I took many necessary steps that day to protect myself and prevent any fraud or identity theft. However, on XX/XX/2023, my husband and I checking our bank account and noticed an additional {$4800.00} in our checking account. Looking further, we noticed XXXX checks were deposited into our account on XX/XX/2023 ; XXXX totaling {$4700.00}, XXXX totaling {$4600.00} and another totaling {$4500.00}. The person/people who deposited them took {$3000.00} in cash from each check when they deposited them, for a total of {$3000.00} in cash. They left {$4800.00} in our checking. They also took another {$3000.00} from our personal savings account for a total of {$12000.00}. We quickly rushed to a local branch, where we stayed for nearly XXXX hours. We were told they could place a hard hold on our accounts, but when we asked what that entailed, all it was was that we couldn't use our debit cards. Not helpful to stop more fraudulent checks or cash withdrawals. They next suggested changing our account numbers, but again, this could not stop the people from coming with my ID, claiming they are me, and stealing more money, they said. So we opted to take all of our personal checking and savings money out and open fraud claims. We left just {$4800.00} in our checking, which is what the thieves put in there. We were told we can not close our accounts until the fraud claims are settled. The company told us it could take up to XXXX business days. While at the branch, we asked how this was able to happen when my cards were all cancelled and the bank knew my accounts could be compromised. The people we spoke with were very mum on details. But by being told this could continue as long as my accounts were open and the people had my ID, I'm guessing they were allowed to do these actions with just my ID and no further identity verification, even for an account that should've been flagged stolen. Additionally, there were branch numbers for each transaction. We asked about which branches they were. The woman we spoke to in the branch told us they can identify the branches, but police would have to obtain a search warrant to know the locations and get video footage. However, I received an email survey on the XXXX asking me how my recent branch experience was at XXXX XXXX XXXX in XXXX, Virginia. This is over XXXX hours from me. I filed a identity theft and fraud report with the XXXX Police Department. That report number is XXXX. 
The next day, XX/XX/2023, we called a XXXX Wells Fargo number to get an update on our claims. The representative on the phone told us we had opened " research '' claims instead of fraud claims. This was frustrating to us, as now the 10 day period would reset when we opened proper fraud claims. But we opened the claims and they told us they would " expedite '' those new claims. Since then, the fraudulent checks bounced, as the owners of those checks rightfully reported them as fraud, which took {$13000.00} out of our checking account ( the total of the checks ). Since we left the {$4800.00} the thieves left, it overdrew our account by {$9000.00}, which is the amount of cash they took from our checking. We have since incurred overdraft fees which are {$35.00} a day, and {$12.00} bounced check fees for all three checks. 
On XX/XX/2023, Wells Fargo credited our savings account {$3000.00} for the cash the thieves stole from our savings. I quickly moved it to an outside savings account, but Wells Fargo transferred it to the overdrawn checking as overdraft protection. Now our checking account sits at negative {$6000.00} + all the fees we have incurred. 
Today, XX/XX/XXXX, I called the fraud line again for an update. I was told they are still investigating the claims for the {$4800.00} left in our checking and {$3000.00} from our savings. I asked about the {$9000.00} they took in cash from those checks, which overdrew our account, and we were told there was no fraud claim for that cash taken from those fraudulent checks. They told me a check fraud claim would need to be opened. At this point, I've now been told twice that the previous claims I opened were not correct. This is incredibly frustrating, but I opened the check fraud claims, and was told I was being transferred to a check fraud XXXX to give details such as the police report numbers. However, when I was transferred, I was told I was sent to the wrong department. That representative transferred me to what was supposed to be the correct department, but I was on hold for an hour just to be transferred to ATM services, who could not help me. At this point, I got off the phone. I'm not sure where to go from here. I keep getting bounced around to the wrong departments and being told the claims I submitted were not correct. 

Also today, XX/XX/2023, a Wells Fargo representative from the XXXX branch called me to ask how my branch experience was. I informed her that was not me, and she was able to give me information about all XXXX transactions. She could only pull up detailed information on the branch she was in ( the XXXX XXXX branch ). She told me the {$4700.00} check was deposited and the {$3000.00} was taken from the XXXX branch at XXXX XXXX up teller at XXXX. It was a simultaneous transaction. She said my drivers license and a credit card ( not debit card ) was presented. She was also able to tell me the branches for the other XXXX transactions -- the {$4500.00} check was presented at XXXX XXXX  XXXX XXXX in XXXX XXXX, Virginia and the {$4600.00} check was presented at XXXX XXXX XXXX XXXX XXXX, Virginia. 

I have multiple grievances with how this was handled ( or lack thereof, I still have no idea if I have the correct fraud claims open ) -- XXXX, there needs to be better security controls in place. I reported my cards as stolen on Saturday, yet someone was able to use my ID to deposit fraudulent checks and steal cash from my accounts. When the tellers pulled up my account, there should have been something to let them know my accounts were compromised. 
XXXX, Wells Fargo is not being helpful at all when it comes to helping solve this fraud. I have been bounced around to so many departments, just to be told I'm at the wrong department, and then to eventually be told I haven't filed the correct claims. I feel like I am not getting any help or information. There does not seem to be proper training in place among representatives to be able to file the proper claims or to know which departments handle what. So now I am sitting with an account overdrawn by thousands, incurring overdraft fees, with no idea if I have the right claims open or when they could be resolved.

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