Consumer complaint received 2024-09-27 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: CO

Complaint narrative:
On XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX, I suspected that my debit and credit card information had been stolen. I immediately canceled both cards through the Wells Fargo app at XXXXXXXX XXXX  and requested new ones. On XX/XX/scrub> XXXX XXXX XXXX XXXX XXXX, I received an email confirming that my new cards had been shipped. I activated both cards through the Wells Fargo app on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX At this point, I believed the issue was resolved and my information was secure. 

However, on Thursday, XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX, while at my local library, I received a text alert that my checking account balance was below {$0.00}. I immediately logged into my Wells Fargo account and discovered three unauthorized transactions totaling {$1700.00}. These charges occurred at various XXXX locations in California, far from where I live in Colorado. 

The unauthorized transactions were : {$420.00} at XXXX XXXX # XXXX, XXXX, CA. 
{$630.00} at XXXX XXXX # XXXX, XXXX, CA. 
{$640.00} at XXXX XXXX # XXXX, XXXX, CA. 

I immediately froze the accounts/cards through the Wells Fargo XXXX and contacted customer support. I spoke with a representative who confirmed that the charges were clearly fraudulent, as I do not live in California, and the transactions occurred at three different XXXX locations. The representative had difficulty confirming that my cards were canceled in their system. After about 30 minutes, I was transferred to a second representative, who assisted in ensuring the cards were properly canceled. 

During this call, the first representative noted that the thief had linked my card information to an XXXX XXXX account and used a digital wallet to make the unauthorized transactions. I have never owned an XXXXXXXX XXXX. The representative confirmed that all devices linked to the card were disconnected, and we proceeded to file a dispute for all three charges. Both representatives assured me that the thieves no longer had access to my accounts. 

To double-check, I called again at XXXX XXXX on the same day to verify that no devices were still linked to my accounts. To my surprise, the new representative informed me that an XXXX was still linked to my credit card. They promptly removed the device and confirmed that the issue was now resolved. 

Over the next several days, I frequently checked the status of my claim, which remained " open '' and never moved to " in progress. '' On the evening of XX/XX/scrub>XXXX XXXX XXXX I logged in and found that my claim had been denied, and the case was marked as " closed. '' The investigation lasted less than a day. 

I immediately called Wells Fargo at XXXX XXXX that evening to ask why the claim was denied and what steps I could take to dispute the decision. The representative informed me that no further action could be taken because the charges were considered " authorized. '' I was told that a " careful review '' had been conducted, but I struggle to see how such a review could be completed in less than a day. I also requested access to call recordings related to this issue for personal records, but the representative refused, stating that it was not permitted. 

Wells Fargo advertises XXXX fraud monitoring and states that it " helps keep your money safe by monitoring your accounts '' and that they " may contact you if we detect unusual activity. '' Given the fact that I live in Colorado and the unauthorized transactions occurred at three separate XXXX locations in California, these charges were clearly unusual activity, far outside my typical spending behavior. Wells Fargos system should have flagged and contacted me immediately, especially since these transactions occurred in a different state and at three separate XXXX stores in rapid succession. I had to discover the fraudulent activity myself when my account balance dropped below {$0.00}. If Wells Fargos system had detected the fraud after the first charge, it could have prevented the subsequent transactions from being approved. I can also provide further proof of my bank account activity to show that these charges were out of the ordinary, if requested. 

Wells Fargo also claims to provide XXXX XXXX XXXX for both debit and credit cardholders, meaning I should not be held responsible for unauthorized transactions as long as I report them promptly. I reported these fraudulent charges immediately upon discovering them on XX/XX/year>, the same day they occurred. Despite this, my claim was denied, and I am now being held liable for the unauthorized charges. 

According to federal law under Regulation E, which governs electronic fund transfers, I am entitled to protection against unauthorized transactions on my account. This includes any use of my debit card for unauthorized purchases. The fact that the fraudulent transactions were linked to an XXXX XXXX account, which I do not own or use, further proves these charges were unauthorized. Wells Fargos decision to deny my claim and close the case contradicts their obligation to protect customers under both Zero Liability Protection and Regulation E. 

I have attached screenshots of my claim status, my location at the time of the transactions ( at a local library ), and my call logs with Wells Fargo. I have redacted personal information but left the relevant timestamps and locations visible. 

Finally, Wells Fargos system shows that my claim was filed on XX/XX/XXXX, when it was actually submitted on XX/XX/XXXX. The dispute reason on the app also inaccurately states " don't remember this transaction '' when it should indicate that the card was stolen and used fraudulently. These errors may have influenced the improper denial of my claim.

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