Consumer complaint received 2022-06-16
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I noticed three fraudulent debit card transactions while viewing my checking account online. All three transactions were dated XX/XX/XXXX and totaled {$6000.00}. The transactions were ( 1 ) {$3000.00} XXXX XXXX, ( 2 ) {$2900.00} XXXX XXXX, and ( XXXX ) {$27.00} XXXX XXXX XXXX XXXX . I did not lose possession of my debit card so this was alarming. I called my bank, Wells Fargo, to report these transactions on XX/XX/XXXX and they opened a fraud investigation case. Something I found strange was that one of the transactions was transferred over to my newly created checking account and posted on XX/XX/XXXX ; this was three days after I called to report these transactions on my original checking account. 

( On XX/XX/XXXX I filed a separate checking account fraud claim after seeing a fraudulent transaction of {$210.00} XXXX XXXX while viewing my account online. A couple of days later this claim was decided in my favor. As the nature of this fraud attempt ( money-sending ) is of the same nature as the three transactions described above, it tells me that someone had my identity/ personal information, and so I find it curious why Wells Fargo decided this claim in my favor, but not my debit fraud claim. Did they not relate the two? Was it because it was 'only ' {$210.00}, not {$6000.00}? ) One to two weeks later, Wells Fargo denied my debit fraud claim regarding the three transaction listed above, reasoning that the card was still in my possession, there were no subsequent transaction attempts after the debit card number and checking account were closed, and that there was money in my account that covered the transactions. 

I immediately visited my local Wells Fargo branch and met with a premier banker, XXXX XXXX, to ask for help. XXXX was very helpful and contacted the fraud department while I was with her to inquire about the reasons for the denial ( this is how I learned of the reasons listed above ), and to file a complaint/appeal on my behalf. She also requested documents to support the reasoning given for the denial, which the denial letter stated was my right. I never received any documents. XXXX told me it was her opinion that the denial did not have merit based on my history and the fact that in my 22 years of history banking with Wells Fargo I did not have any transactions with these money-sending vendors. One to two weeks later, this complaint/appeal was also denied. 

I then immediately reached back out to XXXX for help on what to do next and I also reached out to my Wells Fargo financial advisor, XXXX XXXX, for help. XXXX contacted the fraud department to open a second complaint/appeal on my behalf. I also filed a police report with the XXXX XXXX County, TX Sheriff 's Office at this time. 

One to two weeks later, on XX/XX/XXXX, a man from Wells Fargo 's fraud department called me to tell me this complaint/appeal was also denied. This was the first time anyone from the fraud department called me, despite their communication stating someone will contact you within 24 hours and if not call to call them, and me leaving two voicemail messages with the investigator assigned to my case to call me back. In addition to the reasons listed above, this man told me another reason my case was denied was that I had authorized one of the transactions via text. This was the first time anyone at Wells Fargo told me this, which I find very strange, as I did not authorize any of these transactions via text. Again, I have never been provided documentation supporting their decision. 

My wife, daughter, and I have many accounts, investments, and a mortgage with Wells Fargo and have been customers since relocating to Texas 22 years ago. I have experienced fraud on my Wells Fargo checking account and debit card on I believe two separate occasions dating back several years and both claims I filed were resolved in my favor. 

At this point, I can only take away that Wells Fargo believes I stole from them and then lied about it. I am disgusted by this entire experience and how I have been treated by Wells Fargo. 

I sincerely hope that CFPB can help me reclaim the {$6000.00} stolen from 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