Consumer complaint received 2024-05-08 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: FL

Complaint narrative:
On XX/XX/2024 I received a call from the Wells Fargo number that I have saved on my phone asking me if I authorized a transaction for {$300.00}, I said no, and they ask me to please update my password, and I did it, also he said that he will block my credit and debit card just in case. After that, I got an email saying that I changed successfully my password and block my XXXX  transactions. On XX/XX/2024 while I was working, I got another email saying that I successfully changed my address to an address in XXXX that I did not recognize. When I finished working, I called Wells Fargo customer service and told them what happened, they said that probably someone has called me but that was not Wells Fargo, I reported everything and I told them that I don't know that address, I live in XXXX, Florida, and I asked to please do not mail any debit or credit card because that was not me, the person on the phone supposly took care of the situation and said that they will block the cards right away before they get them. Until XX/XX/2024 when I got back from my job that I logged in my on line banking and I noticed transactions and a new balance, I started crying because I'm a hardworking person who makes a minimum for a living, I called the bank with my daughter multiple times, explained the situation, I was working and the transaction where made in XXXX a city like 2 hours from where I lived. They did 2 withdrawals for {$800.00} and {$200.00}, they make purchases, they called and did a tele transfer from the savings to the checking account for the amount of {$3500.00}, until XX/XX/XXXX that I called multiple times because they keep using my account. I started with a balance of {$2700.00} in my checking, and savings {$4900.00} total of {$7600.00}, and now I have around {$4000.00}, still missing around {$3600.00}. I have been fighting with the bank for 4 months, calling, going to the branch, losing days of my job, being mistreat and discriminated by the branch XXXX at the wells fargo XXXX at the XXXX branch, and I still don't have any answer from them just saying that they are still investigating the issue, I have the proof when I called to report, when I received the emails, when I called customer service to report that fake address and they still did not block the cards and allowed them to use them and still my money. I did not touch the money that is in the bank because I don't want more confusions, now I'm living day to day and I don't have money for anything, please help me, I don't have the resources to hire a lawyer, and they said that the money is safe and secure up to {$260.00} but is not true because I don't have my money back. I have made like 15 complaints in person and over the phone, and they closed the case multiple times because they said I authorized those transactions without proving that it was me, I also have a letter and a paystub from my job proving that I was working those days where the transactions were made XXXX XXXX  to XXXX XXXX. During that time, I can't even answer my phone. Please if you need to call, you can call my daughter XXXX XXXX XXXX to 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