Consumer complaint received 2022-02-24 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: CA

Complaint narrative:
I have been banking with Wells Fargo for over 5 years. I made the account with my mother due to the fact I was underage when it was created. Since opening the account I mainly only use it for direct deposit and paid subscription to XXXX. I have a history of always loosing my cards and the weekend of my birthday on XX/XX/XXXX I went out for some drinks and someone stole my old phone with my ID, Debit card and XXXX card. On XX/XX/XXXX I received a letter in the mail addressed to my mother & I. In the letter it was stating that Wells Fargo is delaying the availability of funds from a check. Basically stating that someone was making a check deposit into my account. The letter states the deposit was made on XX/XX/XXXX for {$17000.00}. The hold reason says unusual deposit account activity. The rest of the letter basically apologized for the delay and that a letter will be sent if the check is returned. This is the first time something has happened liked this to my account. Once we received the original first letter we called Wells Fargo to start an investigation based on the fact it wasnt us who made that deposit. While on the phone with and let them know I didnt have my card that it was lost. They started the process of getting a new one and put a hold to all transactions since the account is now on alert for fraud. They let us know that the deposit was made on XX/XX/XXXX in XXXX XXXX through a ATM using my card. On that day I was working at XXXX XXXX XXXX working as security from XXXX - XXXX. While my mother was also at work from XXXX XXXX at XXXX hospital. The phone call with Wells Fargo ended with us coming to terms that theyre will be an investigation since it couldnt have been us who did this deposit. I went in person to my local Wells Fargo to see what was going on, they explained and showed me that the check was made out to a moving truck company. She also let me know that the check was hard to come by stating it could have only been written by the CEO of that company. They informed me that it was possible to ask for the atm footage and that I could show proof that it wasnt me. Since we already had a claim going on there wasnt much we could do In person but to report it to two different places. To consumer protection bureau and to the federal trade commission. Which is why Im writing this letter. I didnt hear back from them till I received another letter on XX/XX/XXXX with a resolution to a claim and they credited me {$42.00} for that claim which I wasnt sure what it was for. Wells Fargo called me On XX/XX/XXXX asking for more information, the gentleman who was on the phone was accusing me of this fraud. Saying Its suspicions that I sent money to my sister, which I admit I did send money but only to her because I thought I had money already in my account. Not from the check. I explained the situation on how I lost my phone and cards. Barely on XX/XX/XXXX I received my new ID card. On the phone that was stolen I always wrote down my passwords, for everything I would write down the notes which included my Wells Fargo account password. I asked him to look up the atm footage and that I would do my part in getting the definitive proof that I was at work that day which includes security footage from my employer. We finished off by him saying the investigation will take another 7-10 days. Its concerning because this is a lot of money that I simply dont have. I work hard 6 days a week while attending college for my future career in health care. On XX/XX/XXXX not even 24hr from talking to the Wells Fargo investigator I received an email stating the investigation is complete. I will now have to wait for a letter to come in the mail letting me know what they have decided. I feel as Im not being taken seriously and getting profiled for something I didnt do. The investigation wasnt what I would have wanted. If he says the atm footage will take 7-10 days to get how are they going to have the investigation completed without that being in account. On XX/XX/XXXX I final received a letter letting me know I would have to pay back XXXX that I didnt deposit. It only took 5 days maybe less for the to decide on something that could affect my whole future.

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