Consumer complaint received 2017-06-14
Company: WELLS FARGO & COMPANY
State: CA
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 tried to make a purchase for food online. My card was declined. Upon looking at my account ledger there was a series of charges that I did not recognize. I called Wells Fargo to report fraud on the account. My first call to Wells Fargo the representative said that it was 'taken care of '. I did n't trust that and called back, the next rep at Wells wanted to file a dispute on each individual item, and not general fraud on the account. Saying that I would have to monitor the account and call back and file a dispute on each individual charge, as opposed to Wells Fargo shutting down the account for fraud. On Saturday XX/XX/XXXX  I went to the Wells Fargo branch at   XXXX   XXXX   and  XXXX  in   XXXX   XXXX  . I reported fraud on my account, the banker called the fraud department, and a dispute claim was filed on the charges that had posted to my account. I had to stay in branch while they called back because the fraud rep failed to give me a reference number. The branch then decided to shut down my card for fraud and issue me a temp card. I presented my identification and they said they could not use it because it was expired and could now not issue me a temp card. Although my identity had already been verified ( through entering pin at counter and answering verification questions ) they would not issue me a temp card because they needed an license expiration date to enter into the system. I notified the bank that I had very little cash on hand and this was my only access to funds, I also notified them I did not have enough cash on hand to get a replacement ID. They said my card would arrive in 7-10 business days, but then to the wrong address on file ( I updated my address via the online system in  XXXX . ) I told them I needed it sent to my current address, they took my address information and said the card was going there. On Monday  XX/XX/XXXX  a new charge posted the account that was also not mine. I returned to the branch on Monday  XX/XX/XXXX  because of this charge. The branch also informed me that the card did not go to the address I changed in   XXXX   ( the one I handed on a post it to the branch manager who said he would take care of it, he did n't. ) The branch once again called fraud and put me on the phone with the fraud department. The fraud specialist argued and insisted that the charge I was disputing was mine because she said it was a reoccurring transaction. I asked her to look or search my account history to show me how this was a reoccurring transaction because it had never posted to my account before the fraud issue started on the  XXXX . The representative could not find a previous history of this merchant, yet continued to argue with me about the claim being fraud. In addition I told the fraud specialist that my card had been closed and if more charges were coming out of the account that this was most likely DDA fraud where someone got my checking account information. Although the account ledger shows multiple {$1.00} authorizations, international transaction fees, and charges from outside of my home state, the fraud representative refused to listen. She forced me on hold without asking for 5 minutes to say she was getting a higher level rep. She came back on the phone with no information and no higher level rep, I once again reiterated my concerns, the phone call ended with my concerns being ignored and a dispute claim being filed on the one charge. Despite the fact I kept telling them more charges would occur, they insisted I call back with each charge one by one and file a claim on each, despite the fact I had said several times about other charges and a serious fraud issue on my account. After getting off the phone with fraud and little solution, I made the Wells branch manager aware that I was running out of cash on hand, had payroll and several thousand dollars of incoming transfers and was concerned about the fraud - kept telling me that the branch cant help and I need to handle the issue with the fraud department that was not willing to handle the issue properly. I left the branch that day and manager   XXXX   XXXX   said he would be escalating the issue to see if I could at least be verified and issued a temp card with an expired ID. Wells called me back the next day to inform me the issue was escalated but with no solution or time frame. My payroll deposit is going into my account tomorrow, I currently have {$60.00} in cash on hand and still no resolution to the continuing fraud on my account ( more unknown charges have accumulated ) and no resolution to when or how I can access funds, or when/if the fraud issue will be handled. Upon calling the branch back today  XXXX  referred me to his banker who did not have an answer and did not completely understand my issue. I have contacted Wells Fargo now 5 times via phone or in branch to resolve at least one part of the problem. Consistent rudeness and incompetence has caused it to go unresolved. I currently have no access to my own money, no security about my account or funds with ongoing fraud on my account with Wells sending me insufficient funds notices, and no timeframe or resolution in sight. Im scared, I need access to my money and for the fraud on my account to stop. This should not be what happens when you contact your bank with a fraud issue.

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