Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
b'Complaint Regarding Failure to Investigate Unauthorized Transactions.\nI am writing to file a complaint against Wells Fargo for failing to properly investigate unauthorized transactions on my mother\'s checking account number XXXX. I am POA listed on that account and I do have a legal authority to conduct business on behalf of my mother. On XXXX5 I discovered approximately XXXX XXXX XXXX in multiple unauthorized transactions from that account from various online merchants and some other merchants my mother had no business  with . For example , transactions from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, etc, and  transactions from some vet hospitaXXXX XXXX XXXX XXXX XXXX company located in XXXX XXXX TX, and numerous ATM  and in bank withdrawals.\nAs soon as I noticed the issue, I contacted Wells Fargo on XXXX to report the fraud. I was assigned a case numbers XXXX( 29 transactions ) XXXX XXXX( 17 transactions ) and XXXX  (9 transactions and provided all necessary details such as police report number and the name of alleged perpetrator who had access to my house and stole my mother\'s debit card info. However, the bank has :\n1) Failed to provide any updates on the investigation since XXXX and closed claims on XXXX Inappropriately denied my claim on XXXX stating  that I reported Unauthorized transactions beyond allowed 60 days period . However, when on XXXX I reported fraud to bank I stated the reasons for reporting late. I have explained that my mother , a main account holder , is 86 years of age , who does not speak English and does not do an  internet. She does not know how to read bank statements  either. That  from  XXXX XXXX  XXXX I became XXXX XXXX and could not function properly and till present time I am  still XXXX  When I filed claims I was not notified by claims rep, that under EFTA I can exercise exception to 60 day liability rule due extenuating circumstances such as  severe illnesses and that main account holder is an elderly person who does not drive nor speak any English.\n3)  the investigation was rushed and lacked a thorough review of the evidence, especially considering this appears to be identity theft case.\n4) Taken an unreasonably short time to investigate, as the case is listed as "closed" just after 3 days of so called investigation. \n5). Failed to apply exeption to 60 days liability rule , due to extenuating circumstances . EFTA XXXX XXXX(4)    states : \n(4) Extension of time limits. If the consumer\'s delay in notifying the financial institution was due to extenuating circumstances, the institution shall extend the times specified above to a reasonable period..\n When i filed claims i stated the reason why i file late .I told them that charges were caused by person who had access to house and stole my mother\'s debit card info. I also told that the delay in reporting the charges occurred because I was dealing with serious personal medical emergencies that took up all of my attention during the time the charges were posted. Once I somewhat  recovered and reviewed my mother\'s bank statements, I immediately contacted Wells Fargo to dispute the transactions. I escalated the issue through customer service and multiple upper departments, but was told no exception could be made based on timing. I have explained the nature of my situation and asked Wells Fargo to reconsider its denial.  However , they refused to reopen claims.   I am requesting the CFPB to help by encouraging Wells Fargo to : Reopen the fraud dispute based on medical hardship and cause for delay . I just need help resolving this matter fairly and  compassionately.\nI believe the bank has failed in its responsibility to protect account of my elderly mother and conduct a fair  investigation. I request the CFPB\'s assistance to ensure a full refund of XXXX XXXX    and to hold the bank accountable for its inadequate response. Since 11/04/2025 I tried to contact bank in order to appeal its denial decision. I spoke to numerous reps who did  runaround me . On XXXX I spoke with Shania who said that there is no way that bank would reopen claims. On XXXX I spoke with XXXX6 who said that claims were properly investigated. \nMy mother is XXXX XXXX  who fled the war iXXXX XXXX to seek protection in the USA. The money which she had in her account were money left to her by my late father.  She kept those money for burial expenses . Due to failure of the bank to red flag an unusual suspicious activity on her account, ( only one charge for XXXX calls for questionings not saying that there are multiple ATM transactions too ) a perpetrator was able to gain access to the account  and steal the funds.\nI have enclosed with my statement description of all fraudulent transactions  for your review. \nThank youXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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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