Consumer complaint received 2016-04-16
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
Today is Saturday XX/XX/XXXX. Last night I tried to make a online payment. It did not go through so I tried to log into my bank account using my phone app. The app said I needed to update my password and wanted to send a confirmation code to phone numbers that were not mine. I went to the bank first thing this morning. The assistant branch manager sat with me and looked at my checking account and we saw that a XXXX withdrawal from paypal hit my account on XX/XX/XXXX, followed by a {$150.00} withdrawal, neither which I had any knowledge of. I contacted XXXX, while I was sitting at the bank this morning, and verified that the charges were coming through because the hacker knew my bank account information. The assistant branch manager spent an hour with me filing the fraud complaint. It dawned on me to look at my other XXXX savings accounts. Turns out the new savings account I opened on XX/XX/XXXX with a {$25.00} deposit, had been drained by the same XXXX withdrawee on XX/XX/XXXX, two days after I opened the account. We then spend another XXXX minutes filing the fraud complaint for the savings account hack. The reason I came into the branch on XXXX was to get a card replacement because mine was cracking in half. On XX/XX/XXXX I was told a new card would be coming with about 5 days. I found out today that the card was never ordered. Today the assistant branch manager offered to expedite the delivery of my replacement card. After I left the branch today, I tried to make an online purchase, and the card did not go through. I called my bank, figuring I needed to authorize the charge because of the fraud complaint I filed this morning. The representative tells me that the bank put a fraud hold on my account last night when I was trying to make an online purchase, because they thought it was suspicious, even though this is a payment I 've made twice I the past with no problems. I asked why I had n't been notified about this potential fraud, and why had n't the assistant branch manager who is sat with for 1.5 hours earlier today, told me anything about the suspected fraud hold placed on my card. She said they had notified me via a phone call. I asked what phone number they called. My bank had XXXX phone numbers on file for me, XXXX of which are completely foreign to me. They called the wrong phone numbers. They are currently unable to tell me how these phone numbers it to my account. I feel that they are bungling the fraud that is being committed against me, and they have also bungled potential fraud that they are misidentifying. I let the operator I was speaking with today know that I would filing a complaint with the CFPB and it was her duty to also file a complaint on my behalf. She said the representative I was being transferred to would take care of that for me. They let me know that our conversations were being recorded. Thank you for any help you can provide in getting this matter 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