Consumer complaint received 2025-11-11 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/year>, at approximately XXXXXXXX XXXX, I received an email from Wells Fargo Fraud Detection stating that a {$2800.00} transaction to XXXX had been declined. At XXXX XXXX I also received a text from Wells Fargo asking, Do you recognize the declined transaction of {$2800.00} XXXX XXXX on card ending in XXXX? Reply YES or NO. I replied NO at XXXX and received a text message stating, There are multiple cases for this number. I immediately checked my online banking and discovered multiple unauthorized transactions involving both my personal checking account and my law-firm trust account. I called Wells Fargo immediately to report the fraudulent activity. 

From my account activity, I saw that an unknown and unauthorized individual first attempted two small test transactions ( under {$2.00} each ) from my personal checking account. Immediately after those went through, the unknown individual began attempting larger transactions. When the larger transactions were declined for insufficient funds, the unknown individual transferred {$3800.00} from my law-firm trust account into my personal account and then made multiple XXXX  transactions from my personal checking account. While some of these later disappeared from my online history, three XXXX  transactions {$2800.00}, {$300.00}, and {$1900.00} were successfully processed to an unknown XXXX  account. 

I spent over five hours on the phone with Wells Fargo that day, being transferred repeatedly between departments and receiving conflicting information. I was told fraud claims had been filed, only to later learn they were not and having to call back repeatedly to finally get claims submitted. I was also advised my accounts would be restricted until I went in person to a branch to resolve the issue. 

On XX/XX/year>, I went to the XXXX XXXX, Florida Wells Fargo branch and met with XXXX XXXX, who contacted the fraud department on my behalf. She was transferred multiple times and told that no transaction details could be disclosed. At that time, the fraudulent transactions had not yet posted, and XXXX XXXX specifically told me they likely would not post because I had reported them promptly over the phone and in-person. Despite my repeated phone calls and in-person reports identifying the transactions as fraudulent before they cleared, Wells Fargo still allowed unauthorized transactions to post totaling {$5000.00}. 

Since contacting Wells Fargo on XX/XX/year>, I have made over XXXX calls to Wells Fargo requesting details regarding the initiation of the transactions. I have been given inconsistent explanations that the transfer was a teletransfer, or that it was verified by phone or text, yet no records, timestamps, or account identifiers have been provided. 

On XX/XX/year>, Wells Fargo informed me that my fraud claim was denied. I immediately requested written documentation of the evidence relied upon. When I again asked for transaction records, merchant details, and all investigation results, Wells Fargo refused, stating it could take up to 45 business days for me to receive the information they relied on in the mail. 

Additionally, after learning of the denial, I called Wells Fargo demanding they conduct an investigation into the XXXX account to prove I have no connection to the account. I specifically demanded that Wells Fargo contact XXXX  to verify the location and account data, but they refused. Representatives stated their internal investigation found insufficient evidence to determine neither I nor an authorized party made the transactions, yet they declined to gather any external evidence that would have resolved that question. 
I demanded they conduct an external investigation, including contacting XXXX  regarding the unauthorized transactions to confirm that the transactions did not originate from my devices, my XXXX address, or any account associated with me. They refused. 

The {$5000.00} in fraudulent transactions show in my online banking history and claim as removed, indicating Wells Fargo internally reversed or adjusted them. Despite this, Wells Fargo denied my claim and refused to refund the funds or provide any documentation explaining why transactions marked as removed were not credited back to my account. I called Wells Fargo again after learning of the denial to ask why my account reflected the charges were " removed '' but was told they were still reflected on my account and were not in fact removed. Wells Fargo credited the two small " test '' transactions back to my personal checking account but have refused to credit the larger transactions which were made at the same time. Additionally, they have removed any trace of other fraudulent attempts made at the same time making it difficult for me to prove there were several fraudulent attempts made.

As an attorney, I maintain a Florida Bar-regulated trust account. These unauthorized transactions created serious professional and ethical issues, forcing me to personally replace {$3800.00} in stolen trust funds to remain compliant with bar rules. Despite initially flagging and declining the first XXXX transaction, Wells Fargo allowed additional fraudulent transactions to clear and removed evidence of several attempts from my online banking records. 

In total, {$5000.00} was fraudulently taken including {$3800.00} from my trust account. Wells Fargo has refused to refund the funds or provide transparency into its investigation. 

I have reported the fraud to the XXXX XXXX XXXX XXXX, which issued Incident Case No. XXXX. 

If Wells Fargo continues to refuse reimbursement for these unauthorized transactions, I intend to pursue all available legal remedies, including filing suit against Wells Fargo for violations of state and federal law, breach of consumer-protection statutes, and failure to comply with the Electronic Fund Transfer Act ( Regulation E ). 

NOTE : The {$5000.00} in unauthorized transactions now show in my online banking history as removed, indicating Wells Fargo internally reversed or adjusted them. Despite this, Wells Fargo denied my claim and refused to refund the funds suggesting bad faith.

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