Consumer complaint received 2025-05-13 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: MO

Complaint narrative:
My wife opened an account with Wells Fargo on XX/XX/XXXX. I later on joined the same account in XXXX. We got a msg on XX/XX/XXXX, saying our account had XXXX balance. Shocked, we promptly called the bank and lodged a complaint and were told to wait. 

My wife contacted the police in XXXX  with a complaint that we had been robbed clean of {$64000.00} kept in a joint Wells Fargo account. 

The police in XXXX  DID NOT register our case. Instead they redirected us to the XXXX XXXX police, where we now reside. A policeman visited our house as we tried to lodge a formal complaint here in XXXX XXXX XXXX  area. The police officer told us there was little that his department could do in cases of fraud via internet He said something about how the local police did not have the power to contact Wells Fargo, etc. He did however mention how contacting a federal agency competent to probe the fraud we had unfortunately fallen victim to may be one of the courses open to us. 

At the time we were trying to lodge a formal complaint with the police, we were very confident that Wells Fargo, which told us it needed time to investigate our case, will accept our claim for {$64000.00}. The facts stood clear to us : A THIRD DEBIT CARD ( ENDING IN XXXX ), IN ADDITION TO ONE EACH POSSESSED BY THE TWO JOINT ACCOUNT HOLDERS, HAD BEEN USED TO STEAL ALL OUR LIFE SAVINGS. WE NEVER RECEIVED ANY MSG FROM THE BANK THAT COULD HAVE ALERTED US Whoever had done it had used XXXX to commit the crime, leaving our family rreeling. An even severe mental shock was still in store for us. 
After weeks of frustrating wait on XX/XX/XXXX, Wells Fargo dropped the bombshell on us. They accepted our claim, but only partially, offering us {$6300.00}, which was a small fraction of what we had been cruelly deprived of, putting all that we had in an account where we believed it would be safe. Our legal advisor has advised us to not cash in the resolution check. 

So, what is the message inherent in the Wells Fargo decision here? Our stand that we had been defrauded has been vindicated by the partial acceptance of our claim. Wells Fargo agrees that a fraud has been committed, it only disputes the amount we claim Right? We vehemently reject this result. Also, relying on XXXX knows which numbers, in a letter we received, the bank says our claim amounted to around {$33000.00} a revelation which carries plenty of shock value of its own. 
We have rightfully asked the bank to send us all the documentary proof upon which they have based their conclusion. We have told them we intend to fight for our money at whatever forum is legally available to us. You can well imagine the mental trauma we have gone through. 

Our lawyer sent Wells Fargo a letter on our behalf, but many months later we are still waiting our reply. Adding to our frustration. The letter is attached to this complaint with the resolution letter.

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