Consumer complaint received 2024-01-24 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: AZ

Complaint narrative:
During the first quarter of 2023 I was in a terrible car accident, then robbed of many important documents and valuables while I was recovering in the hospital that left me incapacitated for several months and unable to access my phone or work accounts. Upon healing and getting a new phone and attempting to login to all of my personal accounts, my banking app was reflecting a negative balance within the account. Prior to my accident all bills and costs were processed directly from this account and were set on auto payment. Throughout this time where I was in the hospital and healing medically, with no phone or computer access, someone/something gained access to all of my accounts and began to transfer money to various XXXX accounts and taking money from savings and transferring it to ATMs and making deposits and purchases to several other online businesses. Once I was able to gain a new phone and access to the banking application, I noticed the balance was below XXXX. For the past six-eight months, over a series of hundreds of transactions the account was negative and missing more than {$20000.00} dollars. My account was systematically drained of all of my savings and checking funds leaving negative balances for both. Also, the credit card was overcharged past the limit, a flex loan was taken out as well and is now in poor standing. 

I filed a complaint and spent XXXX hours on the phone going over hundreds of charges from XXXX XXXX current and then was spoken to by a man that interrogated me and ask me the same questions multiple times in some attempt to treat me as the criminal which was frustrating and insulting. 

The claim denied a few days later citing that they found no indicators of fraud because someone logged into my online account during the fraud timeline. That was their proof or indicator of no fraud and that either myself or someone I authorized made each purchase and transfer over that time frame which I told them that was impossible and no one has my permission or access to the account with my knowledge. They still denied it citing I need to send additional documentation to reopen the case, I also got it escalated to the legal department so I am hoping that this appeal and the legal team looking at it, that something will happen soon. 

Not to mention that the same fraudster had opened a plethora of personal loan to my account and stopped payment to credit cards and other billing transactions that have put me behind with my own loans, and credit card bills, in addition to taking out high interest loans and depositing them in my account then setting the account to pay weekly, no-weekly, and monthly payment plans to bogus loan companies that I have no control over or recourse as of this moment because Wells Fargo refuses to restore the funds that were taken from me. 

Please help, I have opened a new bank account but this ordeal has put me in financial ruin.

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