Consumer complaint received 2022-04-05
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On Thursday, XX/XX/2022, I noticed an online transfer of {$1500.00} taken from one my XXXX account. Earlier that day, I had been checking my bank account online and didn't see the transfer until around XXXX when I just finished running errands. As soon as I saw the large, unknown, online transfer, I called my bank 's customer service number immediately and was told to call their identity theft number first thing in the morning. Next morning, I checked my bank account and noticed another {$500.00} was taken. This time I was able to see where it was being " transferred '' to. It showed " online transfer to an account ending in XXXX. Super confused because I've never seen that account number or anything close to it. I called the number they provided me with the number for the bank 's identity theft department and they informed it was definitely a case of identity theft then walked me through the steps I needed to take. That day, the person over the phone closed my XXXX  account, had me change my username/password and recommended I check my phone and laptop for viruses. After doing all that, I filed a report on XXXX, and also called my local police department and asked for a police report to file. I got denied twice from my bank 's investigation team and never got a clear reason as to why it was denied or how. The bank explained that they allowed this person to do a whole bunch of activity online. They opened this new account online, ordered a new debit card I believe and also changed my email address. When I heard this information I explained as to why they didn't send me a verification code to my phone number or current email before they allowed this change. I check my messages and emails multiple times during the day so I could've prevented this from happening but because the bank did neither of these things, this person was able to change my personal information and take from me at their expense. I've explained to multiple people from the company that I've only lived in XXXX and I haven't left in years. And this person who ever got ahold of my information, did it in XXXXXXXX XXXXXXXX. They opened the account there, withdrew all my money from an atm there in XXXX. I live in XXXXXXXX XXXX  and I work full-time here as well. I've talked to my bank 's supervisor and didn't receive that much help either which is super frustrating in this traumatic situation because I feel as though it's completely obvious it's not my activity at all. I've been a customer with Wells Fargo for over 7 years and for them to allow someone to open an account, and debit card under my name, allow them to withdraw all my savings money in another state and not help me with this situation is very hurtful. I'm fling this complaint because it's been almost a month and nothing is being done by my bank to help me.

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