Consumer complaint received 2024-04-23 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:
On XX/XX/2023, I went with a friend to the XXXX XXXX XXXX in downtown XXXX XXXX. I had XXXX drinks. After an XXXX the bouncer asked us to leave. He said it was because we were only purchasing drinks and not food. We were at the bar. We chose to go quietly. Halfway to the exit I remembered a picture frame I had bought. I asked the bouncer if I could go back and get it. He said no. I asked if he could escort me back to the bar just to grab it. Again he said no. He seemed to be in a big hurry to get us out the door. It was almost as if he was worried something would happen to us inside the restaurant in the next few minutes. My friends and I started walking towards the XXXXXXXX XXXX XXXX nearby. Along the way I lost awareness of my surroundings. I remember not being able to take care of myself. The same thing happened to my friends. We were XXXX. Somehow we became separated. XXXX individuals approached me and asked if I needed help. I said yes. Please call my brother. I remember unlocking my phone so they could make the call. The following day I woke up in a XXXX XXXX in XXXX XXXX with none of my belongings. Some time after XXXX XXXX  on XXXX my purse, phone, car keys and debit and credit cards were all stolen. ( My items stolen were never found ) I filed a police report, identify theft report and gather documentation of my stay at XXXXXXXX XXXX XXXX XXXX XXXX and submitted evidence of everything the thieves had stolen using my credit and debit cards. XXXX XXXX and XXXX XXXX  XXXX credited me back for all the fraudulent charges that went through them. Only Wells Fargo refused. Once the thieves had access to the lock screen of my phone they were able to get into my online bank account and make XXXX transactions. Both occurred on XX/XX/2023. Both were funds transfers from Wells Fargo. One was through XXXX XXXX for XXXX. The other was through XXXX for XXXX. At no point did I authorize either of these transactions. I have proof that during the time of the transactions I did not have my phone as it was stolen and was at the XXXXXXXX XXXX with no belongings. I have been in regular contact with Wells Fargo since then. I submitted all the evidence, police reports and receipts to prove it was not me who made the XXXX transactions. Wells Fargo denied my claims. The reasons they gave were insufficient evidence and their assertion that they made no mistake. If insufficient evidence is the problem, I would appreciate Wells Fargo letting me know what additional evidence they need. If made no mistake is the standard for deciding accountability, then, clearly I was not at fault. I made no mistake. There are things Wells Fargo could do to avert situations like this. I had no idea thieves were using roofies to defraud banks. Wells Fargo, because of their size and sophistication, should be aware of the problem. They have some responsibility to protect their customers from problems like this. They could, for example, send out a warning to their depositors. Or they could require voice verification for transfers of {$1000.00} and above.

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