Consumer complaint received 2020-04-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This is So complicated but the most basic description would be over a years time Wells Fargo has been letting people/a person go through their drive-through at Multiple Locations per day different multiple times withdrawing {$1500.00} at a time. My grandma is XXXX years old and has no clue how it even read on her bank statements for withdraws until I took over in XXXX the account and started seeing all the discrepancies. The signatures do NOT by far match nor does the handwriting on the withdraw slips. My grandma NEVER EVER used withdraw slips when she could drive she would write herself checks to cash while in the drive thru ex : cash- XXXX XXXX and then proceed to cash the checks to withdraw money from her account. She always has went to the exact same bank, maybe every once in a while she would use the Wells Fargo a couple exits away but thats it. Shes able to ( our at least was able to withdraw up to {$10000.00} a day and {$1500.00} through the ATM ) any amount she wanted. Why would she go to multiple drive throughs multiple times a day to withdraw an amount she could at just one? The same goes with the person using my ID. Why did this not raise flags? But I get a fraud block for {$1.00} at XXXX for a drink or one of her actual checks they have to speak with her first? This person posing to be her through identity fraud never went to the Wells Fargo she always used, NEVER wrote themselves a check but always used a withdraw slip never checking the type of account because they did not know the type. The bank would contact adult protective services but not stop the withdraws from the account. Not stop the signature that did not Match her signature card on file, not stop the handwriting on the withdraw slip that clearly did not match hers, did not call and notify her or put a fraud alert on her account by doing any type of due diligence, all the patterns going against her normal behavior or account activity were ignored even though multiple bankers inside the Wells Fargo we use said theres no way it would have went through there and that anyone could clearly see the signatures and behavior conflicted with what was known true about an XXXX year old woman that cant drives account. First we were told through a rep at Wells Fargos claims department because someone used both my grandma and I IDS we MUST have done it. Then an investigator XXXX said since its been over 30 days theres nothing that could be done today but when we called in last Friday they said that in the notes it said pretty much because someone used my ID on the withdraw it must be mine. When I took my XXXX yr old grandma into the bank on Saturday amidst everything going on right now with COVID19 since I was not on the previous account to get copies of the other withdraws before I was on the account this time they had her signature which by no means MATCHED AGAIN she can not drive and Im her only way around. Plus the signature again looks nothing like hers as well as someone had actually made a fake check with the memo it was a business loan for $ XXXX that actually got caught BY XXXX  XXXX when she tried to cash it. THEN Wells Fargo did a soft close where random people were using our account to pay bills buy things, so random purchases. My grandma and I both lost our id and credit cards last year I just truly. My grandma has banked with the Wells Fargo she does everything through for over 15 years and millions LITERALLY MILLIONS of dollars later this was NEVER her manor of doing things yet we keep getting excuse after excuse why her money will NOT be returned when they are at fault this was due to Negligence. We have made police reports, fraud reports, called places, went to identity.gov filed for people using both of our identification documents but get no resolve please help us. Why does Wells Fargo publish Preventing Elder and Vulnerable Adult Financial Abuse Protecting others by knowing the warning signs : Sudden, atypical, or unexplained withdrawals, wire transfers, or disbursements THEY KEEP LETTING THE SUDDEN, ATYPICAL, UNEXPLAINED WITHDRAWS GO THROUGH. 
Signatures that seem suspicious or forged THEY KEEP LETTING THE FORGED SIGNATURES GO THROUGH AND THE HANDWRITING TO MATCH.

Its also important to : Change account numbers, phone numbers, credit/debit card numbers, and passwords if your information is compromised.

BUT THEY DO A SOFT CLOSE WHERE MORE FUNDS ARE TAKEN? Then after having a platinum account they never mention Contact yo
ur Financial Advisor to discuss the importance of naming a Trusted Contact and to obtain a form in fact I cant even get copies of a statement on an account I was not previously on. I have even been refused with a withdraw through the drive through because my SIGNATURE didnt match EXACTLY and they held my ID till I went in to finish the transaction. Then I see at the bottom of the page Our commitment Wells Fargo Advisors is committed to helping identify, intercept, and investigate incidents of suspected elder and vulnerable adult financial abuse. Our team members are trained and equipped with tools and resources to help identify and address risk factors that may hint at elder financial abuse or exploitation, then help deal with the suspected abuse in a professional and confidential manner. When Wells Fargo 's corporate policy is to consider itself a mandatory reporter of suspected elder and vulnerable adult abuse in all states. Employees were given pocket-sized brochures describing the signs, behaviors, and actions that may be early warnings of financial abuse or exploitation of an older individual. By asking people to speak up and not remain silent, this information will both help prevent potential abuse and increase the likelihood of earlier reporting of an abusive situation. Why when Wells Fargo took on the OWN IT initiative the O .. bserve is Are patterns and habits different? W ..wonder why? Why is this withdrawal multiples larger than before? N egotiate .. Can the requested transaction be delayed? Can we only give a fraction of the money today, and more later? Isolate ..Please come with me to discuss some confidential information. If just ONE TELLER CALLED the Number on the account t they would have KNOWN she was not sitting in the drive-through. T attle.. Bring your concerns to a supervisor or manager immediately. Use your firm 's APS reporting process. Be VERY descriptive telling the manager or APS we would have caught on months before hand but we just thought it was because 1 transaction APS was called out we would have figured it out way sooner that someone was using our IDS. I have many more files but these are a few

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