Consumer complaint received 2025-11-19 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: TX

Complaint narrative:
My mother, XXXX XXXX, is XXXX  years of age. She does not speak any XXXX. She does not know how to read banking statements nor use online banking. That is why she was not aware of unauthorized/fraudulent transactions made with her debit card XXXX ( account XXXX ). Also, she could not have spent {$13.00}, XXXX on her Wells Fargo Visa Debit Card for online purchases and in person purchases at the stores in different locations throughout metroplex. My mother does not drive either. I also could not have spent those money because at all relevant times the Unauthorized transactions were made I was bedridden and not functional due to severe illnesses. The debit card XXXX card still in my mother 's possession. My mother did not give permission to anyone to use her debit card. 
Additionally, upon my own investigation I discovered that some fraudulent transactions made on XXXX belongs to someone XXXX XXXX who has an active instacart account opened under her name and phone number but with my mother 's debit card XXXX. 
Since XXXX I am listed as POA on my mother 's account. Before I became severely ill I was taking care of my mother 's bank affairs. Since XXXX of XXXX I was not able to function in a full capacity which prevented me from filing Unauthorized transactions claims in a timely manner. My mother has limitations due to her age and non English speaking status. That is why she was unaware of unauthorized charges occured on account XXXX until XX/XX/XXXX, the date when I discovered an Unauthorized transactions on my mother 's Wells Fargo account which I reported promptly to Wells Fargo. On XX/XX/XXXX I also filed a police report with XXXX XXXX in Texas against individual who committed this fraud .Report # XXXX. The name of detective who is assigned to this case is L.Duncan. 
On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I have reported all Unauthorized transactions to Wells Fargo.Claims are : XXXX ( XXXX transactions, online purchases for {$4300.00} ) and XXXX ( XXXX transactions from ATM, for {$900.00} ) and XXXX ( online purchases of {$9200.00} ) and provided all necessary details such as police report number and the name of alleged perpetrator who had access to my mother 's house on a daily basis as a caregiver and stole my mother 's debit card info and used her debit card for ATM withdrawals. 
The Claim XXXX which I submitted on XX/XX/XXXX states a reason for denial as " does not remember this transaction " despite the fact that I stated to claims rep that transactions were fraudulent and unauthorized. The Claim XXXX, ( XXXX transactions ), reported on XX/XX/XXXX states reason for denial as " unavailable '', It also was reported as unauthorized transactions. The Claim XXXX ( XXXX transactions ) reported on XX/XX/XXXX does not states any reason for denial whatsoever. All three claims were closed within XXXX days without any meaningful investigation. 
The law places certain responsibilities on the financial institution in investigating consumers claims of fraudulent transactions, and it cant just get away with a cursory review. Instead, it has to perform a reasonable dispute investigation. For instance, a reasonable investigation into this sort of dispute could involve the following : Comparing the purchasing pattern for the claim, such as types and amounts of purchases, with the consumers previous purchases Reviewing the place of delivery relative to the consumers home or business address Considering where the purchases were made relative to the consumers address and typical shopping venues. 
Comparing the signature on any purchase receipts with the consumers signature Asking for documentation to help verify the claim Asking for a written, signed statement about the fraudulent transactions. 
Asking for a copy of any police report about the unauthorized transaction consumer may have filed. 
Requesting input on the person who allegedly committed the fraud or their authority to make use of consumer debit card. 
Even though that the issuer has a reasonable right to expect cooperation from consumer in gathering this sort of input, but, it can not automatically deny a claim because consumer did not provide some particular piece of information. Especially in my mother 's case no information was requested ever. As a matter of fact, when on XX/XX/XXXX XXXX I have reported an authorized transactions I stated to a claims specialist that I filed a police report against someone XXXX XXXX who had access to our residence and who stole information from debit cards and used debit cards for ATM withdrawals. However, my claims were denied without any investigation. 
On XX/XX/XXXX I spoke with XXXX from fraud department asking him how investigation was conducted. Also, I requested him that bank would review the video footage of fraudulent ATM transactions. He refused to do so saying that because transactions were made with PIN there is no indication that they were unauthorized. I asked him to send request to online merchants and request from them the name of accounts holder and /or isp address from where online fraudulent transactions were originated from but was refused again. He said that upon bank investigation it was concluded that transactions were done either by my mother or by someone who she gave her permission to. 
When I heard the XXXX statements I was simply speechless. 

Claims are : XXXX ( XXXX transactions ) submitted on XX/XX/XXXX reason of denial : '' does not remember this transaction " despite that I stated that transactions were unauthorized. Claim XXXX, ( XXXX transactions ), reported on XX/XX/XXXX, reason of denial " unavailable '', I also have reported as unauthorized transactions. However claims were closed without investigation. 
I kindly request that XXXX would assist me with reopening the claims based on exception to XXXX {$1000.00}. ( XXXX ) wich states : ( XXXX ) Extension of time limits. If the consumer 's delay in notifying the financial institution was due to extenuating circumstances, the institution shall extend the times specified above to a reasonable period. 
And that XXXX would encourage WELLS FARGO to investigate ALL claims throughout fairly. 
The transactions which are Unauthorized are totaling {$13.00}, XXXX XXXX XXXX XXXX XX/XX/XXXX.

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 monetary relief