Consumer complaint received 2022-05-23
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:
It all starts on XX/XX/2022, I got an email from Wells Fargo XXXX XXXX at XXXX asking to verify a transaction from a florist company in the amount of XXXX dollars. I called the bank and told them that the transaction was not mine. Wells Fargo cancels my current debt card and issue me a new one. The debt card that the unapproved transaction were made with were also linked to XXXX XXXX on my phone. So when they canceled the hacked card and issue the new card it automictically sent the new card to my XXXX XXXX account that I was unaware of. So, Wells Fargo calls me that same night asking me to verify 3 other transactions that total of about XXXX dollars. Wells Fargo also ask me to verify who was on my XXXX XXXX account. There was some lady named XXXX that was also linked to my XXXX XXXX. I told Wells Fargo that I did not know this person. They deleted her from the XXXX XXXX and the XXXX dollars was returned to my account the next day. Now on XX/XX/2022 I received an email at XXXX from the Wells Fargo XXXX XXXX asking me about 3 more transaction totaling of about XXXX dollars. I called Wells Fargo and told them that those transaction were not mine. Wells Fargo cancels the card and issue me a new one. And there again the new card that was issued was automictically added to XXXX XXXX. Wells Fargo never asked me if I wanted the new card added to XXXX XXXX and never verified with me who was linked to XXXX XXXX  The next morning I checked my account while I was at work and notice that something is not right. I said to my self that I'll call in a little bit to see what was going on. I about 2 hours later I checked my account again and it was wiped out only leaving XXXX dollars from XXXX dollar that was in the account. So I called Wells Fargo at XXXX XXXX on XX/XX/2022 stating that I am missing XXXX dollars. Wells Fargo starts asking me to verify transaction and there were a total of XXXX XXXX XXXX transactions and 6 Wells Fargo ATM transactions totaling XXXX dollars. Accept this time I got an email from Wells Fargo stating that my new card was updated to XXXX XXXX  and showing that someone else with the name of XXXX 's XXXX  was also updated. And a claim was submitted. On XX/XX/XXXX at XXXX I received an email stating that the investigation was compete. Not knowing that Wells Fargo have tried to call me around XXXX that morning and left a message asking me to call them back because they would like to ask me more question about the claim. So I'm thinking that claims was resolved and I got the funds back. But, when I checked my account and notice that the funds were not replaced. I call Wells Fargo XXXX department and asked them what is going on. They told me that the investigation was complete and the fraud was denied. So, I told them how can they denied the fraud when the transaction were not made by me. Wells Fargo asked me if I would like to appeal the denial and they would have the Line Of Business Executive office at Wells Fargo look into it. About 5 day go by and I received a letter in the mail from Wells Fargo stating that the fraud was denied because either you or you gave authorization to make these transactions. And now the Line Of Business Executive office at Wells Fargo is stating that the bank did do all the appropriate steps in the investigation. I have ask for the right of documentation to see how they came up with the conclusion that I made these transactions.

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