Consumer complaint received 2024-12-02 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: AZ

Complaint narrative:
I had 3 fraudulent charges of {$630.00} on my debit card that I found on XXXX when I caught these charges I called in to report it to Wells Fargo, they gave me the credit for these charges and they performed their investigation that took about 3 months, they determined that these charges were made by me or I authorized these charges, I did not, I had to go to the branch in XXXX AZ because they closed the claim without calling me or asking me any questions prior to closing the claim, the claims department wouldn't talk to me because the claim had already been closed. When I was in the branch I had the branch employee open up a claim again, I had to reach back out to them about the 2nd claim and they had already closed the claim again without notifying me, I was advised by the 2nd branch employee to open another claim, claim # 3 and to file a police report and contact Wells Fargo after I got the police report number, I got the police report number and officer XXXX XXXX 's contact information and called Wells Fargo to give them the information about the police report, after a week or so after I gave Wells Fargo the police officer contact info and police report number the officer contacted me about the evidence he found that these fraudulent charges couldn't have came from me, I asked deputy XXXX XXXXXXXX XXXX if Wells Fargo had reached out to him about these charges and he told me they did not. I called Wells Fargo back on XX/XX/year> to see why they didn't contact the officer, I couldn't get through to the person handling my claim at this point and was told they were busy with another customer and that they would reach out to me that day, they never called me back, I called back in on XX/XX/year> and was able to get the person handling my claim to call me back, I asked if they hadn't reached out to office and I was told no, I asked why they didn't because he found evidence in the Wells Fargo report that the charges didn't come from me, she than explained that they determined that these charges were made/authorized by me, I asked again why they didn't contact the officer and she couldn't give me an answer because she wasn't part of the claims department she was just in charge of giving me the finding from the claim department, I explained to her that this was the 3rd claim I've put in for this claim and she said she couldn't do anything for me, I asked to be transfered to the claims department so I can talk to someone that was part of the investigation, she then put me on hold for almost 1/2 and hour just to come back and tell me that the claims department will not talk to me about this claim because they already closed it out, they refused to talk to me and they refused to reach out to the officer that looked at and found evidence that the charges didn't come from me, they never called me back and never asked me any questions about the claim I filed 3 times. The charges came from a website Go Tickets which has a lot of complaints and is not a BBB accredited site, the tickets where for a concert in Florida according to officer XXXX XXXX findings in the Wells Fargo report, the same day the the concert and tickets were purchased I was in my town of XXXX AZ using my debit card, I used my card the day before, the day of and the day after this concert with no other out of town purchases besides the 3 fraudulent charges on my debit card, they told me that they work hand I hand with law enforcement to figure out these cases but they refuse to contact office XXXX XXXX. Please help me get this issue resolved and get my money back that was 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