Consumer complaint received 2022-04-07
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Identity Theft : Documentation/Summary of 73 Unauthorized Electronic Charges by A Fake XXXX XXXX Account Utilizing XXXX Wells Fargo Debit Card totaling : {$11000.00} from XXXX XX/XX/XXXX : XXXX XXXX reported to Wells Fargo multiple unauthorized , fraudulent, electronic transactions made to his Wells Fargo debit card by a fake XXXX  XXXX account & processed through XXXX  ( owned by the same company XXXX, XXXX  ). 

XXXX explained to Wells Fargo, he never had a XXXX XXXXP Account and didnt even know what XXXX XXXX was. He was told by Wells Fargo they would go through our bank statements and investigate all the XXXX  XXXX  Transactions. They immediately cancelled his debit card and said they would issue another one to him. 

XX/XX/XXXX : After ending the call we went to our Wells Fargo Online Checking Account to see when the XXXX XXXX, unauthorized transactions started. We noticed there were 73 transactions made from XXXX XXXX, XXXX XX/XX/XXXX totaling {$11000.00}. 

XXXX called Wells Fargo again, on the same day, to let them know we found additional unauthorized XXXX  XXXX  electronic transactions for purchases we never made or authorized. They said they would investigate each one and opened a second claim. 

XX/XX/XXXX : Received two claim letters from Wells Fargo saying our claims were denied and closed. XXXX called the XXXX listed on the letter to dispute the claim investigations. He went through all the information in this entire document with XXXX. 

He was put on hold for 5 minutes and she came back and said they denied our claim again. Obviously, they didnt even bother to investigate the 73 fraudulent, unauthorized charges! 

XXXX explained to XXXX at Wells Fargo 800 phone number : I believe Someone stole my identity, hacked into my Wells Fargo account, and used my debit card number ending with ... XXXX to open a fraudulent XXXX  XXXX  account under a different name to make unauthorized purchases/transactions processed through XXXX  XXXX. 

Each XXXX XXXX unauthorized transaction listed on my debit card had the same phone number attached to it : XXXX. 

We did a reverse look up of the number which traces back to XXXX SUPPORT, who processed the payments made with my debit card number. There are over 300 complaints listed under the XXXX number. 

We found out XXXX  and XXXX XXXX  are owned by the same company, XXXX XXXX XXXX XXXX 

I called XXXX  XXXX  several times and finally got to speak to a person. 
XXXX  XXXX  looked up my name and said I didnt have a XXXX  XXXX  Account. They refused to help me any further and hung up! 

How could I make 73 unauthorized electronic purchases to my debit card using XXXX  XXXX  if I dont have a XXXX  XXXX  account?? This PROVES all those electronic charges to my debit card were fraudulent! A criminal used my debit card number to open a XXXX  XXXX  account under another name! IDENTITY THEFT! 

Under law, Wells Fargo is required to protect debit card holders under the EFTA ( Electronic Funds Transfer Act ) for all unauthorized purchases that I didnt make. 

We notified & disputed the unauthorized transactions to Wells Fargo within the required 60 days after receiving our XX/XX/XXXX bank statement ( first unauthorized electronic transfer was made on XXXX XXXX ). 

Since Wells Fargo is required to complete a real investigation, they could have : o Tried to find out the criminals name who stole my identity & opened the fake XXXX XXXX account with my WFs debit card number! 
o Tried to look up the transaction numbers which were processed through XXXX to see what was purchased. Since I dont have a XXXX  account or APP, I cant look up the information without an account, I tried. 
There is no live person to speak to at XXXX Support! 
I also tried to pull up the receipts for several of the transactions through XXXX -no receipts could be found. 

MOST CONCERNING... Wells Fargo NEVER even alerted us or flagged the 73 suspicious transactions made to XXXX  XXXX within a short period- 8 transactions on the same day!! ( XXXX ). 

Debit card ... XXXX had no prior history of making any electronic transfer purchases using XXXX XXXX, XXXX, XXXX or XXXX or any other person to person electronic payment. After being with Wells Fargo for over 30 years ( previously XXXX ), they should have given us a curtesy phone call! 

Once we received the denied claims from Wells Fargo in the mail, we noticed inaccuracies with both claims which were disputed by phone. 

They listed the Reason for Dispute as, I dont remember this transaction. The reason for dispute should have stated, Identity Theft or unauthorized electronic transfer since I told them I didnt have a XXXX  XXXX  account and didnt make these purchases. 

They didnt even capture all the FRAUDLANT transactions on the claims- there were a total of 73 NOT 69. 

When we called the1- 800 number to dispute the denial claims, XXXX at Wells Fargo , refused to give us a physical address so we could send them written documentations. I was able to get a physical address online. 

**PLEASE NOTE... 
1. I am formally disputing Wells Fargos inaccurate investigation to my original claims and request that it be re-opened following the EFTA error resolution procedures. 
2. I have contacted XXXX XXXX XXXX XXXX  at XXXXXXXX  & filled out a consultation form to file a lawsuit. ( XXXX ) XXXX XXXX. I have requested that Wells Fargo send all investigational findings to me by mail. 
4. I will also be filing a complaint with the Consumer Financial Protection Bureau ; the FTC and Im considering contacting the local news to help us investigate. 

Documentation Dates XX/XX/XXXX : Reported multiple unauthorized, fraudulent transactions to XXXX XXXX debit card to Wells Fargo. He was told they would go through our bank statements and they would investigate all the XXXX  XXXX  Transactions. He explained he did not have a XXXX XXXX Account and didnt even know what XXXX XXXX was. They cancelled his debit card XX/XX/XXXX : We went to our Wells Fargo online checking account to go through every XXXX XXXXP transaction made to his debit card ending with ... XXXX and we noticed there were 73 transactions made from XXXX XXXX, XXXX XX/XX/XXXX. XXXX called Wells Fargo again to let them know. They said they would investigate each one. 

Friday XX/XX/XXXX : Received the first letter for Claim # XXXX in the mail from Wells Fargo saying our claim was denied and closed. 

XXXX Went to Wells Fargo and filed a police report Monday XX/XX/XXXX : Received the second letter for Claim # XXXX in the mail from Wells Fargo saying our claim was denied and closed. 

XX/XX/XXXX : Called the XXXX listed on the letters and spoke to XXXX. XXXX told her everything written on the previous page ( he read it to her word for word ). He was put on hold for 5 minutes and she came back and said the claim is denied! Obviously, they didnt even bother to investigate the 73 fraudulent, unauthorized charges in 5 minutes! 

XX/XX/XXXX : XXXX XXXX Police called XXXX. Detective XXXX was assigned the case and asked us to email everything to him at : XXXX XX/XX/XXXX : Filled out an online consult at financialjusticenow.com XX/XX/XXXX : Filed a complaint with the Consumer Financial Protection Agency & FTC XX/XX/XXXX : Emailed Detective XXXX all documents XX/XX/XXXX : Sending written documents to Wells Fargo, NA XXXX XXXX XXXX XXXX, OR XXXX

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 non-monetary relief