Consumer complaint received 2021-08-17
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY (CA)

Complaint:
Someone hacked into our joint ( XXXX XXXX XXXX XXXX XXXX  XXXX XXXX Wells Fargo account ending in XXXX and send payments ( 1-4 times a month dating back to XX/XX/XXXX XXXX that Wells Fargo described XXXX XXXX XXXX ACH PMT 5 DIGITS " XXXX '' then XXXX digits. 

There were a total of XXXX transactions that cumulatively total {$380000.00} My wife contacted Wells Fargo through their XXXX # to report the security breach and fraud. 

The Wells Fargo agent claimed that the " system '' would only allow her to file a dispute back to XX/XX/XXXX so my wife said to start that claim and we will deal with the rest later. 
Wells Fargo just sent a letter ( Claim # XXXX XXXX to us saying : - we are not able to reimburse you because the rules for these types of payments do not allow us ( WF ) to reverse authorization after the payment is made - we recommend you contact the merchant No mention of who received the funds was provided. 

Since Wells Fargo said they sent payments to XXXX XXXX, I contacted XXXX XXXX and they said there is no record of receipt of any of the payments Wells Fargo allegedly made ( through the description line of each transaction ) made from our joint checking account to any of our 3 XXXX cards. 

Wells Fargo has not identified who received the $ XXXX - it was not XXXX as Wells Fargo documented it was in our checking account. 

At no time has Wells Fargo ever : - sent a text about these XXXX XXXX ACH PMTS to us - sent an email about these XXXX XXXX ACH PMTS to us - placed a hold these XXXX XXXX XXXX PMTS - denied any XXXX XXXX ACH PMTS - called us about these XXXX XXXX ACH PMTS After hours of searching and dialing numbers Wells Fargo provides online I found https : //www.elliott.org/company-contacts/wells-fargo/ I reached out to XXXX Contacts Primary Contact Mark XXXX Senior Vice President XXXX Complaints Management Office XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX On XX/XX/XXXX I sent an email to mark Mark I hope this email finds you well If you are responsible or have access to people at Wells Fargo that deal with Consumer Fraud or Cyber Theft plesae read or forward and cc me.

In Short : Someone hacked into our ( my wife and I have a joint account ending in XXXX XXXX joint Wells Fargo account, 2-3 times a month for the last 18 months and sent payments to XXXX XXXX ACH PMT XXXX XXXX XXXX XXXX The amounts varied from $ XXXX to $ XXXX per transaction XXXX XXXX said there is no record of receipt of any of these payments to any of our 3 XXXX cards We contacted the XXXX # at Wells Fargo said and were informed we have to dispute the charges and we could only dispute back to XX/XX/XXXX Wells Fargo just sent a letter to us saying the case is closed and the disputes were authorized However, Wells Fargo cant disclose who the payments went to and XXXX says they never received payments Would you be able to help us resolve this amicably and expeditiously or let me know if I need to engage with third party resources to resolve this error. 

On XX/XX/XXXX I received a call from a number in XXXX XXXX which I did not recognize. Over the weekend I noticed the XXXX XXXX caller left a voicemail - XXXX XXXX is a relatively junior person ( she did not know what function she reported to and when I asked her who she rolled up to in the organization she said the CEO ) claims processor for Wells Fargo. 

XXXX spent 17 minutes with me on the call reviewing information. When I asked for next steps she started that she would get back to me on XX/XX/XXXX. When I asked her to explain the process that would take place between our call on XX/XX/XXXX and XX/XX/XXXX she stated that she would review the information.

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