Consumer complaint received 2018-05-16
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
We visited Wells Fargo Bank on XX/XX/XXXX and met with the banker to report missing funds from my moms High Yield retirement account. She is missing over {$45000.00} from her retirement account. The Banker acknowledged that someone has committed fraud activity at the local bank ATMs and stores making unauthorized cash withdrawals for over 15 months. The Banker contacted another bank manager to request a photo or video of a recent ATM cash transaction so we could view it and ID the possible perpetrator. She stated that the photo was not available? The Banker also refused to reinstate her lost funds that we requested on our visit. We left the Bank that day feeling that Wells Fargo will take care of this serious situation and start an investigation. This has not been the case. Wells Fargo has been obstructive, negligent, and abusive and making false accusations against our family on this fraud reported case. They notified us that we did not want to have this investigated. This is a flat out lie and has been in disputed by us with Wells Fargo bank branch, Well Fargo customer Grievance case #, Wells Fargo executive office case #, the police, XXXX  XXXX XXXX   and legal attorney. Wells Fargo has refused to investigate this matter for the past 6 months ( today is XX/XX/XXXX ) since our complaint. No resolution or investigation. You can't make this up stuff up. Wells Fargo will not produce a photo or video of the criminal that made these fraud withdrawals adding up to {$45000.00} ( over 100 Fraud ATM withdrawals of {$300.00} per transactions, like 8-9 times per month for 15 months ). My mom is still without her stolen funds from her retirement account. I have well documented this activity with sent and received emails. Read the article on Wells Fargo. XXXX : XXXX This is our situation. Well Fargo bank needs to be investigated seriously and elder people accounts seem to be the targets. What happened to Wells Fargo Security software to red flag these very frequent ATM withdrawals monthly? No customer notification to verify frequent ATM Daily maximum withdrawal transactions for over 15 months. Something is very wrong and suspicious. Still no resolution? What do you do as a customer, Media exposure to force the issue? The criminal is still out there probably targeting another senior. 
After all the Wells Fargo false accusations, Refusing to reinstate her lost funds, stating dishonest lies that we did not want an investigation after reporting it XX/XX/XXXX, reporting our family to XXXX XXXX XXXX with no proof of wrong doings, reporting us to the police who questioned our family for 4 hours at the police station with aggressive accusations and refusing to produce any photo or video of the ATM fraud perpetrator. We have been very cooperative. Wells Fargo bank, we do not trust at any customer level at this point. This will require an escalation procedure, not just the local and bureaucratic bad actors we have been dealing with for the past 6 months with no resolution. This is a serious matter.

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