Consumer complaint received 2022-12-02
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XXXX XXXX, I received an email from WellsFargo stating there was possible fraud on my checking account. I immediately called the number provided. I was advised there was a deposit of {$1000.00} made into my account, with the original check amount being {$4800.00}. I advised I did not make the deposit, or keep any of the funds. At this time, I looked at my account and notified the female ( XXXX ) that there was an additional deposit for {$1000.00} using a check for {$4800.00}. She said she notated our conversation and closed my account. XXXX opened an investigation and I would be hearing from someone in 24-48 business hours. Most likely I would hear from a fraud investigator. On Friday, XXXX XXXX, I received another email about a fraudulent deposit. I called immediately WellsFargo. On this Friday evening, I was transferred around and spoke to 8 different people. I was on the phone for 2 hours and 48 minutes. I was advised that I gave my login to someone running a scam, I deposited bad checks and even that they didn't see anything wrong with my account. As you can see, no help. On Saturday, I opened a new account with XXXX and had to take out a personal loan as WF had taken all of my funds AND was charging my account fees for retuned deposits. 
On Monday, XX/XX/XXXX, I called into WF, gave my claims numbers and was told my claim was being reviewed and it could take up to 10 business days. I was given 3 reference numbers. I then asked to speak to someone who could tell me why I was treated so poorly on the XXXX. I was transferred to Customer Advocacy. XXXX took all of my info and assured me I would be contacted in 1-2 business days. On XX/XX/XXXX, I called the XXXX XXXX Police Dept and filed a police report. I didn't have a lot of info to give as I wasn't quite sure what had happened to my account as I was told so many different stories on Fri evening. 
I called WF back to give the police report number, the officers name and phone number but after being on hold 63 minutes, I was disconnected. On XX/XX/XXXX, I received a copy of the fraudulent from WF, to which I immediately called to advise the signature on the back of the check was not mine and to ask where what the status of my claim is. XXXX transferred me to XXXX who then got disconnected. I called again, hung up on again. 
XX/XX/XXXX ( after the XXXX holiday ) I called WF to get an update. I was told by XXXX that he can't assist me and transferred me to XXXX, got hung up on so I called back. I spoke to XXXX who said she put in an escalated request for the fraud dept to call me immediately. I would get a call in 24-48 hours. After 48 hours and no call, on XX/XX/XXXX I called WF again. XXXX said I would get a call in 24-48 hours because she " escalated '' my issues to the fraud dept. I asked to speak to a supervisor to make sure I would indeed get a call. I was transferred to XXXX. XXXX stated my fraud is being reviewed and I would get a call in 24-48 hours. I gave XXXX the police report number, the officers name and the dept. phone number. XXXX said I would get a call and he's sorry I've not gotten a response. Now, I'm over 48 hours and nothing. WF has not attempted to assist me. I've now spoke to 24 people at WF, called TV stations to get help and no one is taking this seriously. I NEED HELP! I have over $ XXXX missing due to fraud and I need help!

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