Consumer complaint received 2026-06-30 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:
This complaint is regarding XXXX XXXX final denial decision and the adequacy of its Regulation E investigation. I previously disputed an unauthorized XXXX XXXX transaction ; however, after XXXX XXXX XXXX review, the bank upheld the denial based primarily on device association. I am requesting review of whether Wells Fargo properly investigated whether I personally authorized the transaction. Wells Fargo Denied Regulation E Claim Without Establishing I Authorized Unauthorized Apple Cash Transaction I am requesting a CFPB review of Wells Fargos handling of my Regulation E debit card fraud claim, claim reference number XXXX, and requesting a formal response from Wells Fargo regarding their denial decision and investigation process. I previously reported an unauthorized XXXX XXXX transaction associated with my Wells Fargo debit card. I did not authorize this transaction, approve this transfer, or provide consent for the funds to be transferred. Before discovering the transaction, I received calls from individuals claiming to be Wells Fargo representatives. These individuals had detailed information regarding my account and presented themselves as Wells Fargo employees. I believe I was targeted through an impersonation/social engineering scam. Wells Fargo denied my claim and later denied my reconsideration request through their Stakeholder, Agency, Government & Executive Office ( SAGE ). Wells Fargo stated that the transaction was authorized because it was completed using XXXX XXXX through a digital wallet associated with my debit card and a device linked to my account. I disagree with XXXX XXXX conclusion that this establishes authorization by me. The fact that a transaction occurred through a device associated with my account does not prove that I personally initiated, approved, or consented to the transfer. My concern is that Wells Fargo relied on device association as the basis for denial without adequately addressing : The impersonation/social engineering circumstances I reported ; Whether I personally authorized the Apple Cash transaction ; What specific evidence shows I approved or consented to the transfer ; and Whether the Regulation E investigation was reasonable and complete. Wells Fargos final SAGE response stated that the claim would remain closed and unpaid. I have attached the SAGE denial letter as supporting documentation because it reflects the banks final decision and the reasoning used to deny my claim. I am requesting that Wells Fargo provide a detailed explanation of : The specific evidence used to determine I authorized the transaction ; How Wells Fargo determined the transaction was authorized by me personally ; How the reported impersonation/social engineering circumstances were considered during the investigation ; and Whether Wells Fargo reviewed all relevant information before denying my Regulation E claim. I am requesting CFPB assistance in obtaining a formal response from Wells Fargo and review of whether the bank properly handled this unauthorized electronic fund transfer dispute. Claim Information : Bank : Wells Fargo Claim Number : XXXX Debit Card Ending : XXXX Transaction Type : XXXX XXXX / Digital Wallet Amount : {$10000.00} Thank you for your assistance.

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