Consumer complaint received 2025-03-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Our family is the victim of a financial crime. The crime was enabled by the financial systems inability to police its online products. The facts of this care are egregious. 
On XX/XX/XXXX an unauthorized {$10.00} XXXX transaction to XXXX occurred out of our Wells Fargo Personal Savings acct. Thereafter, between XX/XX/XXXX and XX/XX/XXXX, during which time we were out of town and staying in an XXXX, there were XXXX unauthorized {$3500.00} cash advances made on our dormant WF Business card and transferred to our little used WF Savings account. The thief then promptly XXXX  out on XX/XX/XXXX once again to an entity named XXXX. There were XXXX unauthorized {$500.00} XXXX transactions all to XXXX. 

After tapping out the dormant business credit card, the thief moved to our personal accounts. The thief made another unauthorized {$3500.00} Cash Advance from our personal WF credit card to our WF Savings account. From there the thief XXXX  another XXXX unauthorized {$500.00} transactions to XXXX. 

Wells Fargo is telling us all of these transfers and XXXX transactions were all done under my ( XXXX ) profile. But to my knowledge, I have never created a profile or set up a login under my profile. Further, I have never used XXXX nor do I even know how to use XXXX. I never requested XXXX and do not want XXXX. 

The bad acts did not stop with our accounts and our adult son, XXXX. was hacked next. ( We share a first name and have a different middle initial. ) This happened apparently because I am linked to XXXX checking account. On XX/XX/XXXX {$3000.00} was XXXX  out of XXXX account in XXXX unauthorized transactions to XXXX. XXXX. was the first to notice the unauthorized transactions. To that end, on Monday morning XX/XX/XXXX, XXXX. noticed the unauthorized transactions and immediately called Wells Fargo at XXXX to notify them and file a claim. Wells Fargo closed XXXX account and opened a new account for XXXX. Nevertheless, the next day, XXXX more unauthorized XXXX transactions out of his XXXX account to XXXX occurred for {$1900.00} and {$1000.00}. How does this happen? The bank is fully aware of the bad acts and how it is happening, and yet, it allows additional transactions out of a brand new account. XXXX. has lost a total of {$5900.00} from his checking account. 

Once our son filed his claim, we regularly checked our checking account, but did not see any suspicious activity. The reason is because the thief used accounts we thought were closed. Accounts that we requested be closed. By way of background, we owned a business that was sold in XXXX. After we wound up the business, we requested that all of our accounts, except our business savings, be closed. Wells Fargo closed the business checking and business savings accounts, but left XXXX credit accounts open. A business credit card and a business line of credit. Fortunately the business line of credit was not compromised. Although the business credit card was supposed to have been closed in XX/XX/XXXX when we finished paying off the balance. But Wells Fargo failed to close the card. We had not used the business card in nearly XXXX years. Wells Fargo left the business credit card with available credit open and clearly susceptible to fraud. The money moved in and out of our savings account so fast we did not notice a change in balance. 

The bank told XXXX. it would take up to 10 days to investigate the claim. Nevertheless, Wells Fargo called XXXX. on Thursday XX/XX/XXXX saying the case had been transferred to me. Thats when we discovered the transactions going in and out of our Savings account. We called WF to report what happened and received a case number. We called back the next day and were told the claim had been denied, but were not given any reason why. We demanded escalation and were then given a Complaint ID, and the Fraud representative suggested we file a police report. We have filed a police report in XXXX and XXXX where our son lives. We called the bank to provide the Police Case number. 

Other suspicious activity : In the process of providing the case number, we realized that another Business Line of credit was still open and asked to close that one at which time they told us I was not listed on the account, which is impossible since I opened the account. They told us that my wife and son were listed on the account. I did put my wife on the account when I set it up, but would never have put my son on the business account as he was a minor when the account was established and would have no reason to be added. Additionally, the bank asked me for my phone number, but the number they had on my record was not my phone number, and not one we recognized.

There have been a total of 4 unauthorized cash advances on credits cards totally {$14000.00} plus related fees, XXXX unauthorized XXXX transfers on our accounts and {$5900.00} stolen from our sons checking accounts. The bank NEVER sent any kind of fraud alert, or called to ask if these were our transactions, and then allowed XXXX more XXXX transactions to the same person even after my son reported the fraud. 

I understand there is now a XXXX XXXX XXXX against Wells Fargo and other banks due to the inadequate security of XXXX and the banks denial of claims related to a product they produced that is not secure enough. Additionally, how is it that the bank can deny claims, but at the same time profit on the credit card balances and fees that the theft resulted in? Wells Fargo is making {$15000.00} plus interest while they deny responsibility for the lack of security on their product, provide no reason why the claim was denied and simply walk away and say its on you.

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 monetary relief