Consumer complaint received 2025-03-11 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 got an alert from my identity theft protection service, on XX/XX/XXXX, however I didnt read it till XX/XX/XXXX. The alert stated that there had been an account takeover on my Wells Fargo account when I read the alert it said that ownership of the account had changed. When I called WellsFargo they acted like this didnt happen. So I waited and waited for XXXX bank statement, it was finally out on XX/XX/XXXX. And I went through my transactions I found over {$600.00} in unauthorized transactions. So I called Wells Fargo claims department because they wouldnt allow me to dispute any transactions online. The lady that answers the phone seemed delighted to assist me. So she begins by asking me the dates and amounts of each charge that was fraudulent and I did so. After around 20 minutes on the phone with this lady doing these claims on each charge finally the call is over and she said that all the claims have been filed, and I will receive a resolution within 10 days. After the call was over, I go to track my claims to check to see and make sure that everything got listed. Well she didnt list all the charges and she also removed all the claims, that I disputed, so its as if she intentionally tried to have me think that the charges were going to be disputed when they wasnt. 


Also, XXXX going to attach a copy of my customized summary of a visit whenever I originally open this account which was supposed to be a new account I didnt have a Wells Fargo XXXX As I went through my paperwork, I noticed that because this summary of my visit states that I didnt open a new account. it just clearly labels it as she, edited the resident for the individual, edited the identification, edited the employment, Edited the contact, edited email maintenance, edited phone numbers, and check order options. so Wells Fargo knew I had a account already that I didnt know about and to cover it up. They just updated the account and made me think that I was opening a new one. 

So Wells Fargo employee intentionally committed fraud and didnt inform me of an account that we already existed and when I looked on my debit card, it states that I had been a member of Wells Fargo since XXXX. And I didnt become a member of Wells Fargo till XX/XX/XXXX of XXXX. 


Also, Wells Fargo has taken away my privileges of having a debit card to my account because they said that it was for my protection, and to keep the bank from any future loss of funds. I dont think think that this is fare for me because im the victim of identity theft, now bank fraud, and someone stole money out of my account and wellsfargo doesnt want to take me seriously. 


And the customize summary of my visit that Im attaching to this report, XXXX XXXX in effort of trying to cover up what they done. They deleted the copy that was in my online account with wellsfargo. Wells Fargo has committed so much fraud in this particular incident that I dont know what to do and they refuse to answer my questions or acknowledge if this even happened.

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