Consumer complaint received 2025-12-24 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: IL

Complaint narrative:
On XX/XX/year>, I was approached by XXXX gentlemen on the street of my city, who were trying to raise money for their little brother 's funeral. They had a folder with the information about his death ( pictures, text, etc. ) as well as a sign up sheet that was half full with names and amounts donated. I said I would donate {$5.00}. I did not have cash on me so I said I could pay using XXXX XXXX. They agreed. XXXX of the gentleman pulled up a payment app on his phone and showed me that it said {$5.00}. He then had me touch my phone to his phone to complete the transaction. While this is happening, XXXX of the other gentleman asks me to fill out the sign up sheet with my name and amount donated, along with my email. As I am filling this out, the gentleman processing the transaction lets me know it did not go through an asks to try again. I say sure, and he taps my phone again with his. He says it was a success. They thank me and quickly walk away. As I start walking back down the street to my apartment, I check my XXXX XXXX transactions and see that I was charged {$5000.00} instead of {$5.00}. I can also see that they tried to charge a second {$5000.00} and were denied because of the daily limit on my card. I immediately call Wells Fargo on my way home. I reach them and report the fraud. They mention that they can see they gentleman tried to charge a second {$5000.00}. They also mention it could take XXXX business days to receive a response from Wells Fargo and that I can track the outcome through my Wells Fargo app. A handful of days later I receive a call from Wells Fargo saying they have questions regarding the claim. I call back and they request further information on the fraud. I provide the information and we end the call. The following week, I check my claim and discover it was denied. I received no communication from Wells Fargo around the denial. On XXXX XXXXXX/XX/XXXX, I call Wells Fargo to try and get more information around their denial and to ask if there is an appeals process. They say the claims department is closed on XXXX XXXX XXXX and that I need to call them XXXX 

I submitted a complaint through CFPB and Wells Fargo once again denied my claim. I did not authorize this charge. I do not know the person who received my money. This seems fraudulent on Wells Fargo 's end that they will allow this charge to stand when I called within XXXX minutes of the transaction. The charge had not even officially posted when I reported the issue. If they had responded in a timely manner, the money would not have officially been received by the fraudulent XXXX account. 

Wells Fargo is not attempting to help. Imagine I had not tried to donate any money and noticed the fraudulent charge. I would still be out {$5000.00} as they are only willing to consider any action if they receive a receipt. The goal was a charitable {$5.00} donation and a receipt was not a possibility. 

I do not want to bank with a company that would rather allow fraudulent charges to stand on a customer 's account.

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