Consumer complaint received 2026-03-30 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: NV

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Wells Fargo regarding the improper denial of a fraud claim involving unauthorized transactions totaling approximately {$19000.00}. On XX/XX/year>, at approximately XXXX AM PST, my phone and wallet were stolen from my apartment while I was asleep. During this time, unknown individuals gained access to my financial accounts and conducted a series of unauthorized transactions over the course of approximately XXXX days, ultimately draining my entire checking account balance. These unauthorized transactions included : Multiple ATM withdrawals at Wells Fargo locations Cash advances at various casinos A large purchase at a jewelry store Apple Pay transfers Credit card advances transferred to my debit account I did not authorize any of these transactions. In addition, the perpetrators were able to increase my daily transaction limit to {$20000.00} without my knowledge or consent. They also attempted to use my credit card at an ATM and entered incorrect PINs, which should have been a clear indicator of unauthorized access and fraudulent activity. Because my phone was stolen, I was unable to immediately access my accounts. Within XXXX days of the theft, I contacted Wells Fargo using a casino phone and reported that my phone, wallet, identification, and cards had been stolen. I requested that all accounts and cards be secured and canceled. The perpetrators had access to my phone, which allowed them to reset passwords and lock me out of both my Wells Fargo and email accounts. I also filed a police report documenting the theft of my phone and wallet. Despite promptly reporting the fraud and providing all requested documentation, Wells Fargo denied my claim on XX/XX/year>, stating there was no evidence of fraud. This conclusion is unreasonable and does not reflect a proper investigation. The rapid depletion of my entire account balance, combined with transactions across multiple locations and channels in a short time frame, is clearly inconsistent with normal account activity and strongly indicative of fraud. Additionally, there should be video evidence from ATM cameras and merchant locations confirming that I was not the individual conducting these transactions. Wells Fargo failed to adequately consider : The confirmed theft of my phone and wallet My loss of account access due to compromised credentials The unauthorized increase of my daily transaction limit Failed PIN attempts at ATM locations indicating misuse The rapid draining of my entire checking account over a short period The police report documenting the incident The clear pattern of unauthorized and geographically inconsistent transactions The availability of video evidence supporting my claim I believe XXXX XXXX handling of this matter may violate my rights under Regulation E, including but not limited to the failure to conduct a reasonable and good faith investigation and failure to properly limit my liability for unauthorized electronic fund transfers after I provided timely notice of the theft. As a result, I have suffered significant financial loss, severe stress, and an inability to work, as my job requires access to working capital. I respectfully request that the Consumer Financial Protection Bureau investigate this matter and require Wells Fargo to conduct a thorough and fair review. I am seeking full reimbursement of the fraudulent charges, along with any associated fees or damages resulting from this incident. Please let me know if additional documentation or information is required. I am prepared to provide all supporting evidence, including the police report and transaction records.

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