Consumer complaint received 2022-12-01
Company: WELLS FARGO & COMPANY
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
About XXXX months ago, Wells Fargo emailed a series of XXXX charges to my checking account made on my debit card for my confirmation of purchase. XXXX didn't look familiar, so I contacted Customer Service. An agent did XXXX minutes of research on my account and discovered that the purchase ( listed as XXXX, XXXX, XXXX ) was a mass transit app that had been used in that country; having never visited XXXX, I knew it to be fraudulent. The CS agent 's account search found many XXXX  charges reaching back about XXXX months { most under {$100.00} ) totaling $ XXXX. Although I do examine my Wells Fargo paper statements, the charges were heretofore overlooked by me, as, coincidentally, I was planning a XXXX move ; there were many unusual charges during those months ( packing supplies, moving expenses, etc. ), so XXXX went undetected by me. I had also sold a home earlier that year and the profits from that sale were temporarily placed in my WF checking account ( before investing ). The CS agent initiated a fraud claim on my behalf, after which I was connected with WF 's Fraud Department to follow-up. An adjuster there ( " XXXX '' ) asked multiple questions re card usage, card access by others, etc., card security, my travel itinerary ( no international travel ever ), and promised continued attention. XXXX weeks later, with absolutely no intervening contact, a letter from the bank informed me that my claim had been closed. According to the letter, Wells Fargo had determined that the XXXX  charges had been " approved '' by me, which they most certainly had not been. I immediately attempted to contact XXXX, but was never able to speak with him personally. On XXXX occasions, another adjuster asked what block of time the next day would be convenient for me to receive his call, but that call never came. It felt as though I were receiving a " runaround. '' I appealed that first decision at the Wells Fargo branch in my new community through a personal banker there. ( Identity and location available. ) She wrote an appeal letter on my behalf to the WF Complaints Department. A representative from THAT department ( identity available ) phoned me the next day to verify some information. XXXX hours later, she phoned again to inform me that the Complaints Department had upheld the original decision to close my claim. Wells Fargo has made no attempt to rectify the fraudulent charges beyond replacing my original debit card, even though the bank noticed the aberrant charges initially. They've not offered to even " meet me half-way '' on the large sum of money I was defrauded.In their letter, the Claims Department offered XXXX documentation '' that led to their decision to close my claim ; I phoned that department several times to request that documentation, but, after entering my claim #, I was kept on hold for periods of time approaching XXXX minutes. I finally asked that local WF personal banker to request that information in my appeaI letter.I seem to have met a " dead end '' with Wells Fargo, and am EXTREMELY disappointed with them, as I've been a loyal customer for many years. Beyond closing my brokerage account ( and soon, my checking account ), I seem to have no recourse. I do plan to contact the Better Business Bureau and the Federal Trade Commission, although my recouping any of my monies seems unlikely at this point. Any direction or suggestions the CFPB could offer would be greatly appreciated. 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 monetary relief