Consumer complaint received 2024-06-17 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: CA

Complaint narrative:
On XXXX XXXX XXXX XXXX I received a missed call from the Wells Fargo customer service number XXXX, an automated text that I did not respond to, and an email from Wells Fargo stating there was detected fraud on my checking account. After receiving all of these alerts and still not responding I logged into my mobile banking app and noticed there was an unauthorized charge of {$180.00} at a XXXX in XXXX XXXX and the charge was reversed. At XXXX XXXX I received another call from that number and answered. It was a man that mentioned I had been a victim of fraud and walked me through the Wells Fargo verification and authentication process. He asked me to confirm my name and read back the XXXX digit verification code that he had texted me. This text came up in the same thread/number as all of my other Wells Fargo text threads so I did not think it was suspicious. He then said asked me if I saw the charge in my account from XXXX that he detected as fraud and I confirmed that I saw it and saw the reversal of the charge. He then said he was going to immediately cancel that debit card and put a freeze on my account. I agreed to putting the freeze on my account, cancelling the card and we hung up the call. I never gave him any information regarding my pin number, my credit card number ( he said he already had it on file ), my social, my account numbers or any other personal information. 

XXXX hours later I logged into my Wells Fargo mobile application to make sure the checking account was put on a freeze like the man I had spoke to had mentioned he did and I saw that the there were XXXX unauthorized transfers from my savings account to my checking account. In addition, there were XXXX unauthorized transactions between multiple Safeways and XXXX Wells Fargo ATM. Wells Fargo did not once alert me of these unauthorized transactions and transfers. I immediately called the Wells Fargo fraud department to dispute these transactions and they asked me if I disclosed any information to the person who called me and I confirmed I did not give them any information. They confirmed I had been a victim of fraud and contacted by an " imposter Wells Fargo representative that compromised my device. '' On XX/XX/14 Wells Fargo notified me that my case was denied due to no error detected. During the time of my review, I called Wells Fargo multiple times and went into a branch to follow up on my pending case and everyone I spoke with said that my case was 100 % fraudulent and that my device was compromised assuring me I would get my money back and then I found out otherwise that is was denied. They have not provided me any reasoning or explanation, or allowed me to provide more information to my case. I found it concerning that this imposter was able to access my account prior to me answering the second incoming call and Wells Fargo still did not detect anything suspicious. I found throughout this process Wells Fargo to be violating and dismissive to my case given their XXXX liability protection policy for fraudulent activity. 

Below are the amounts of the XXXX unauthorized transfers from my savings account to my checking account on XXXX : {$300.00} {$1000.00} {$3900.00} {$1000.00} {$860.00} Below are the XXXX transactions that were withdrawn from my checking account on XXXX : {$520.00} - ( card swiped, purchase ) - XXXX XXXX XXXX XXXX  {$720.00} - ( card swiped, purchase with cash back ) - XXXX XXXX XXXX XXXX {$1300.00} - ( card swiped, purchase with cash back ) - XXXX XXXX XXXX XXXX XXXX XXXX$720.00} - ( card swiped, purchase with cash back ) - XXXX XXXX XXXX XXXX XXXX  {$720.00} - ( card swiped, purchase with cash back ) - XXXX XXXX XXXX XXXX XXXX  {$1000.00} - ( card swiped, Wells Fargo ATM ) - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$190.00} - ( card swiped, purchase with cash back ) - XXXX XXXX XXXX XXXX {$520.00} - ( card swiped, purchase ) - XXXX XXXX XXXX XXXX XXXX

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