Consumer complaint received 2026-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
I am filing this complaint regarding Wells Fargos refusal to reimburse me for fraudulent transactions that resulted in significant financial losses from my accounts. Without my authorization, a total of {$8700.00} was withdrawn from my Wells Fargo checking and savings accounts. In addition, an unauthorized {$1600.00} cash advance was taken from my Wells Fargo credit card, resulting in an {$80.00} cash advance fee and {$9.00} in interest charges being assessed to my account. As soon as I became aware of the fraud, I reported the unauthorized transactions to Wells Fargo. I also filed a police report with the XXXX XXXX Police Department. The police report number is XXXX. My experience with Wells Fargos investigation has been inconsistent and unsatisfactory. During XXXX conversation, I was told that because the funds were transferred to my Apple Cash account and then to a Chime debit card account, I would need to contact XXXX, and that Wells Fargo was not responsible. During a later conversation, Wells Fargo denied my claim for an entirely different reason, stating that because I still had possession of my phone and my physical debit card, they would not reimburse me for the unauthorized transactions. These explanations are contradictory and fail to address the central issue : I did not authorize these transactions. The fact that fraudulent transfers ultimately involved XXXX XXXX or another financial institution does not change that the unauthorized withdrawals originated from my Wells Fargo accounts. Likewise, simply having possession of my phone and debit card does not establish that I authorized these transactions or that they were not fraudulent. The detective assigned to my case with the XXXX XXXXXXXX Police Department advised me that, based on the circumstances, the transactions appear to be obvious theft and that banks commonly reimburse customers in situations involving unauthorized electronic transfers while conducting their investigations. I am requesting that the CFPB assist in ensuring Wells Fargo conducts a thorough and fair investigation and complies with its obligations under applicable consumer protection laws governing unauthorized electronic fund transfers and credit card transactions. Specifically, I request that Wells Fargo : Reimburse the {$8700.00} taken from my checking and savings accounts. Reverse the unauthorized {$1600.00} cash advance. Remove the {$80.00} cash advance fee and {$9.00} interest charge associated with the fraudulent cash advance. Provide a complete written explanation of its investigation, including the evidence relied upon in denying my claim and the reasons for its inconsistent explanations. I have acted promptly by reporting the fraud to Wells Fargo and filing a police report. I respectfully request that this matter be reviewed and resolved so that I am restored to the financial position I was in before these unauthorized transactions occurred.

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