Consumer complaint received 2023-11-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Today, I am writing this letter because of my dissatisfaction with how Wells Fargo has handled me as a customer regarding an investigation into my account ending in XXXX. I share this account with my XXXX  who is active in the Military. We are on a joint account together that has been targeted by fraudsters and yet Wells Fargo thinks that we are behind it. By insinuating that we are either suspects or we know whos doing the fraudulent attacks on our account. They understand scammers are around using skimming techniques to copy atm card and pin numbers that are punched in. They also have a system where you don't have to posses a physical atm card to withdraw funds I went into a Wells Fargo Branch a year ago locally where I reside XXXX to added my XXXX  to an account that I held with the Bank from XXXX. Prior to todays issue I had no problems with Wells Fargo that couldnt be resolved over the phone or inside my local branch. Hence, why Im disappointed how they have handled me during this matter. They did nothing to protect us during this time as they took 10 business days to investigate they allowed fraudsters to continue stealing from this account. 
Let me explain. XX/XX/XXXX, my XXXX  received funds that was deposited into our account. XX/XX/XXXX, while browsing our online account ( Wells Fargo ) I noticed an activity that was unusual. There were 40 fraudulent transaction via an ATM withdrawal from XXXX XXXX XXXX XXXX XXXX fl XXXX ATM ID XXXX and a few purchases. I called my XXXX. He informed me that he was on the phone with XXXX XXXX XXXX Wells Fargo XXXXhat alerted him to said fraudulent activities. He is stationed in another State. Well, speaking with Customer service he told them which transactions he legitimately made with his card ending in XXXX and transactions that he had not made. Customer service then proceeded to go through all the transactions at that time that were fraudulent and the total amount at that time was {$1200.00}. Many of which were ATM withdrawals from Banks in XXXX XXXX. Namely in XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX. Now to give perspective I reside in XXXX XXXX XXXX  and my XXXX  is Stationed up north in another State altogether. There were several transactions from XXXX, XXXX XXXX, ( XXXX Trips that happed around XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX  to name a few. All sources that can be verified with thorough investigation skills. I have asked Wells Fargo if they need me or both of us to provide our wear abouts which can easily be done. Im sure the US Government does not have a problem releasing his whereabouts. I can also give evidence of where I was at the time of these transactions. 
How can one person be at two places at the same time. A question I would ask the claims agent I spoke with over the phone while in the local branch ( Wells Fargo sitting with a Banker. She can also verify the transactions as she had the account open while speaking with the XXXX agent over the phone on ( XX/XX/XXXX ). The claims agent has yet to answer the questions but to told me that they have reviewed my case, and they will NOT be reimbursing the funds that were stolen. Unfortunately, since Wells Fargo doesnt see this as a legitimate case, they have not taken any steps to protect us from further transactions that have continued to go on thus increasing the amount from {$1200.00} to {$3100.00} ( more transactions continued in the month of XXXX until i closed my account ) During the month of XXXX, Wells Fargo issued my XXXX  several debit cards ending XXXX to be exact. Why you ask. Well, because the cards were shipped out XXXX business days. Well during the transit period hackers were still engaging in fraudulent activities on newly issued debit cards that had not been physically received or activated still attached to the letter in which they were given. Calls are usually recorded for quality assurance. Im sure Wells Fargo does not mind during this complaint going over those calls to see what the conversation was about regarding my XXXX  complaint. The cards had not been activated yet but transactions were taking place that were not authorized by me or my son. They shut the cards down one by one every time alerting him via phone and saying we see that the cards have not be activated yet, but purchases are still going through. I received a card myself to my address where I had to XXXX to my XXXX  up North. Wells Fargo called again to say that had been compromised apparently during transit and they were shipping a new card to him at his address. They then informed him that they were transferring the fraudulent purchases to another card to deal with them separately. All these conversations are on record and Im sure Wells Fargo can pull these up. What about the footage from the ATMs in XXXX XXXX XXXX XXXX XXXX XXXX just to name a few. A thorough investigation can adequately prove who is behind these withdrawals. ATMs have cameras. What about XXXX? They have not investigated whose name is attached to the cards on file at XXXX. Im sure XXXX can assist them as well to see who is using the cards that end in the last XXXX digits as my XXXX  card. We need to identify this suspect because Im sure this is not the first time or the last time he will steal money from innocent victims. 
Im sure XXXX XXXX can identify which device is using or has used the card that belongs to my son. As he as a XXXX phone and has never used XXXX neither have I. Someone turned on XXXX XXXX XXXX XXXX in his online banking. The device has a name XXXX XXXX digital card number. My XXXX  neither myself have anything XXXX related. He spoke to a Wells Fargo agent to let them know that was turned on and that he turned it off. There were two more digital wallets turned on that were activcated by other cell phones which neither one of us posses. After going back and forth myself with agents inside the bank but mostly over the phone. XXXX  XX/XX/XXXX I decided to close said account to stop these fraudulent transactions from occurring. I would like an investigation re-opened on this matter and I can and will provide all pertinent information required to help in the matter so that it can be resolved and me and my XXXX  can be reimbursed what we have lost. If this matter is not addressed or resolved I am willing to take legal action to get a resolution. 
After Closing my account ending in XXXX. I went into yet another Wells Fargo near me to follow-up. The banker, however, heard my complaint. 
He said he would follow up on my behalf. I have since spoken with him at my local branch and he advised me that he put in an Impact Report of my behalf and someone from Wells Fargo should be in touch. 
I have filed a complaint with the XXXX  which has since closed my case because they attempted to reach Wells Fargo several times but had not been given a response. 
To update this letter. Due to being persistent. We have received partial funds for one of the claims that they did approve. My question is how are some claims approved and many others from the same date of other fraudulent transactions. Left an amount that is still being denied {$2900.00}. Its like they picked which ones they wanted to approve. I have been in communication today with an Executive XXXX from Wells Fargo this morning and she informed me that after another probing into my case they have denied the claims again. A Police has also been filed in this matter. 
Thank you.

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