Consumer complaint received 2024-07-23 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: CA

Complaint narrative:
I received a phone call On XX/XX/XXXX. From a verified Wells Fargo XXXX phone number. The Wells Fargo associat Informed me that there were a couple charges that seemed suspicious that they wanted to check the charges with me and make sure that they weren't fraudulent. There were 2 fraudulent charges on my account from a XXXX XXXX XXXX XXXX XXXXXXXX XXXX. I was driving at the time. So I told him I would call them back. I pulled over. And I called the XXXX number on the back of my Wells Fargo card. As I was on that phone call, I got another Phone call on the other line and It was a Wells Fargo representative. Responding back to me. To verify these fraudulent charges if they were in fact fraudulent. I was told by the Wells Fargo representative that they needed to access my account in order to verify a few transactions to get my. Card turned off and my. XXXXXXXX XXXX or my XXXX XXXX turned off because the card was linked to that as well.And also order me a new replacement card. I then got a XXXX call from Wells Fargo Fraud Detection Services. I was on a XXXX call with a Wells Fargo representative for close to XXXX something minutes and. they did some verifying of transactions so i thought and they did some what i thought they were ordering a new card and canceling out my XXXX digital wallet and canceling out my other card because they told me that XXXX hours my replacement card would be delivered. Even offered to set up my new digital wallet. What these thieves did was hack wells fargo weak security fail safes and impressaneted a wells fargo representative good enough that they just gave them a {$1300.00} cash advance and then gave them all but {$10.00} in my account. There was not XXXX security fail safe of any kind used to verify this absurd banking activity. I wasn't contacted to verify the size of the cash advance, I wasn't made aware my funds were dangerously low and in jeopardy of over drafting my account for the first time in 10 years. Neither of the other XXXX people on these accounts were even made aware of the fraudulent activity associated with their names and their credit scores and credit history. The next morning when the mail came and my card wasn't there, I called the XXXX number, the same number on the back of the card and the same number that called me. The very next day, on XX/XX/XXXX. And they told me that there was no XXXX card ordered for me, nor was my account. On hold because of fraudulent charges. They then proceeded to let me know. That they authorized a {$1300.00} cash advance on a credit card that has never ever had a previous cash advance on in the 10 years that it's been active. As if none of that was suspicious, then they went ahead and authorized a person. Operating my XXXXXXXX XXXX but not me and not verified by me and not authorized by me. Done digitallly To pull out {$1900.00} from my checking account leaving my checking account with a {$10.00} balance. And my credit card with a negative {$1300.00} balance plus the {$65.00} associated with the fee for a cash advance. I never authorized, never made and never approved any of these fraudulent transactions. Neither did any of the XXXX other cars holders on this account. I was told because the money went to my XXXXXXXX XXXX  that I was responsible for the charges. I still to this day can't access that XXXXXXXX XXXX account that was hacked using my personal information that I never authorized or was made aware of. I spoke to several representatives that claimed to be wells fargo and I went into XXXX different branches to speak to someone in person. All 3 times XXXX bank managers could clearly see that the kind of activity my account had was not anywhere near close to my 10 year banking pattern. I went to the XXXX  store twice trying to access the XXXX XXXX account that was used to access the unauthorized funds with the help of XXXX employees But they couldn't help me because I can't verify the last XXXX digits of the phone number associated with the account. I had never seen that number before. I think the people that called me while representing wells fargo fraud detection services changed the number on the account so that I could not verify the transactions and there phone number was replaced when they erased mine. I filed a claim and a temp credit was issued. I thought great this will all clear up. I got another letter informing me that after further review they see nothing wrong with the disputed transactions and would be reversing the initial {$1900.00} credit in 10 days. They said they have measures that protect me fraud from like this. I wasnt once made aware of any attempt to verify my identity or authenticity of such a large transaction. I pulled the remaining balance out of the wells fargo checking account the day I was told the decision was final and consider the claim closed. Since then I have lost XXXX points on my credit. I have had threatening phone calls do my account being overdrafted for so long. I'm currently overdrafted on my closed wells fargo account. I keep getting contacted to clear up the debt. They won't reopen the case until I have a police report and more evidence to prove I never authorized those charges. What about their proof that followed any of the so called security fail safes that should have been activated to prevent this. It has taken to 15 years to rebuild my credit and that's all gone now. I have been out of work since XXXX of XXXX  with severe back issues related to a workers comp case and I'm waiting for a XXXX XXXX XXXXXXXX. I don't have the body, energy or time to keep fighting to prove the truth. This has ruined my life. I had to find a new banking and financial institution for my loan. My credit card is close to XXXX for the XXXX time since opening it. They won't reopen my claim until I have all their required paperwork sent for them to remove. In the meantime me, my wife and my mom are all suffering because our names are being falsely accused and we suffering daily.

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