Consumer complaint received 2025-01-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XX/XX/XXXX I received a check from XXXX XXXX XXXX XXXX XXXX fund. For the amount of {$500.00}. Immediately following the receipt of the check, I deposit the check through my mobile banking app by taking pictures and uploading those pictures front and back. 

On XX/XX/XXXX, I started noticing some fraudulent activities on other accounts so I closed those accounts and made a police report about identity theft. 

On XXXX XXXX I received a notice saying thank you for your deposit from XXXX XXXX XXXX  account. Shortly after I receive another notice asking me to approve a ATM withdrawal from my debit account. ( IVE NEVER APPLIED OR HAD A XXXX  XXXX XXXX  ACCOUNT ) I immediately called XXXX XXXX to let them know about the activity and rrequested that they immediately investigate and close the account. There was a deposit made to the unauthorized XXXX  XXXX XXXX  account for {$1200.00} the check was dated for XX/XX/year> & another check for {$500.00} HOW COULD THIS HAPPENED? 

On XX/XX/XXXX, I checked my Welms Fargo account noticed that there was a significant amount of money missing from that account I was left with a negative $ XXXX After looking over transactions, I noticed that Wells Fargo had deducted the {$500.00} that I originally posted in XX/XX/XXXX to that account stating that the check was a duplicate. Why did Wells Fargo hold the check for more than seven days? Why wasnt it deposited promptly and per the guidelines and policy? 

I reached out to my phone carrier to See That they could provide as far as searching for any mishaps or bugs in my device. I was instructed to take the phone to XXXX XXXX and have them look over i. They found malicious malware and activity in my phone and gave me a new phone. XXXX has worked provide me with one year of identity protection and also is paying for malware protection on this device. 

In all of my efforts to communicate with both XXXX XXXX and Wells Fargo they have both shut me out. I have not been able to log onto the account that I do have with XXXX  XXXX to pay my XXXX  XXXX bill. This has led to fees of late fees and charges. Both banks promised that the investigation would take 3- 10 days. The investigation started XX/XX/XXXX and today is XX/XX/XXXX. I am still stonewalled and have not experienced customer service in a way thats ethical and reasonable. I have requested a refund from both organizations and they continue to point blame at each other and who is responsible for the refund at $ XXXXI have suffered significant loss financially and have also had to take days off of work due to my extreme mental health not being able to focus and triggers of my mental health of not being able to perform I am now unemployed due to this strain. 

I am a victim of identity theft. I am also a working member of society and single parent. {$500.00} could easily make a break the way that I feed and provide for my children. Im not a criminal however, Wells Fargo and XXXX XXXX have treated me as such. The people that I have been trusted with my information have made me feel like they are hiding something I requesting that the CFPB assist me. 

For the past two weeks I have had to walk around with a briefcase with all of my documents proving I am who I am carrying three or more forms identification on me. This is not the way I should have to live as a citizen, I should have been protected, but I wasnt. I feel am being held liable for something that I was not responsible for. after attending a recent webinar and Idenuty theft that was hosted by CFPP I learned that what these banks have done to me is wrong and that this was the way to advocate for myself. Im requesting that this investigation be looked over. And that I can be assist in getting all money owed to me, returned I have attached a copy of the checks that were deposit the XXXX  XXXX check does not have my drivers license number thats incorrect and the incorrect phone number as well. I also attached my recent termination letter in a copy of an award nomination from my job back in XXXX that shows that I was thriving and doing very well prior to this incident. 

Please do not contact my previous employer without prior authorization

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