Consumer complaint received 2025-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
Our commercial bank account was compromised on XX/XX/2023. The thief depleted our account. I have repeatedly tried to get answers from Wells Fargo as to how this happened. 
Wells Fargo has not done their part in getting to the bottom of this and contacting us how this breach happened. After several attempts to get answers we were told 'XXXX  ' ( no last name or employee identification number or telephone number ) was the fraud investigator.

We were lucky to have recovered all but {$6000.00}. Wells Fargo did not move fast enough to recover our last {$6000.00}.

Initially we were told we had only 24 hours to report the theft once it occurred. It took many attempts to contact the fraud investigator as Wells Fargo would give a XXXX service number. The customer service people needed XXXX 's last name etc., which no one would give us including XXXX himself when he did finally call. We also went directly to our Wells Fargo branch on XXXX XXXX in XXXX for help in contacting the people about the investigation. 
Our bank gave up trying to contact the fraud investigator as they too were given the run around and put on hold for hours. Our bank branch finally said they had no time to do anything more as they were running into the same problem we had about being placed on hold and being transferred and disconnected. My husband also tried to get help from another branch in XXXX, XXXX  and had the same thing happen. 
We were initially told we had only XXXX hours to report the theft. Then they said XXXX hours. We reported it the XXXX day, actually just a little over XXXX hours after it occurred. 
Our original bank was XXXX and Wells Fargo bought them out. Any agreement was with XXXX initially we are not aware of this XXXX hour policy as we signed papers more than 30 years ago. 
Wells Fargo said it could take 6 months or more to investigate. We were concerned because time was important in catching the thief. The thief did a telephone transfer to a credit card as I was told. His name is not on our account. I have never in 30 years called the bank to transfer money. The thief was able to do this how? XXXX tried to tell me it was our online banking that was compromised, but we DO NOT have online banking. How did they ok this transfer of money from our account without our consent. I have no passwords that I am aware of since I do not use a computer to do banking. 
We have heard nothing from Wells Fargo in almost a year. I am filing a complaint with you because we can not get answers to what happened. I suspect it may have been an inside job at my branch bank. I do not understand how anyone could get any information on our account other than at the bank. 
How is anyone suppose to get a hold of Wells Fargo when they give everyone the run around? 
How are customers suppose to contact Wells Fargo when XXXX. They only give first names XXXX. They only leave a XXXX customer service number that everyone in the world calls the same number XXXX. They do not appear to investigate anything. 
XXXX. They gave us the run around hoping we will just give up XXXX. We asked for help at XXXX different branches and they could not even get a hold of anyone Something has to be done. I believe we are owed by Wells Fargo our $ XXXXThey dragged their feet about investigating our claim in the crucial hours after the theft took place.

Please let me know what I can do to recover our money.

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