Consumer complaint received 2025-05-21 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: TX

Complaint narrative:
On XX/XX/year> at around XXXX XXXX I received several texts, emails and XXXX telephone calls from Wells Fargo XXXX verify if I was the XXXX authorizing some transactions. I am currently at work, XXXX XXXX so I am trying to handle all this at once. I get a text saying FreeMsg : ALERT Wells Fargo detected a high-risk transaction on Card XXXX XXXX XXXX XXXX  for {$2000.00} XXXX ATM Transaction. Call ASAP XXXX. Reply STOP to stop msgs. 
Then I receive a call from XXXX, and that number is registered to a local Wells Fargo branch that I reside. I answer the call and they say " XXXX '' and they said that they received notification that several transactions are being made and if I am authorizing them. I said no and they say " okay we are going to close your account, send you a new card, ect ect '' and if I could please verify my identity by entering my pin through my telephone keypad, so I enter it. They confirmed my address, they mentioned that they will expedite sending my card since they would also need to send a new card #. And I say thank you, call is released. I check my bank account and I am missing the XXXX that I did not authorize. My debit card is in my wallet this whole time. I have not lost it. I call Wells Fargo, I open a claim, they said they will investigate and it would take XXXX business days. I've called every day for an update, I visit the branch where it says that the ATM withdrawal was made. And the XXXX Branch XXXX says that it displays that the transaction was a " non Wells Fargo ATM '' but yet it has the address of XXXX XXXX XXXX XXXX ATM ( Wells Fargo XXXX ) on my bank statements. I file a police report the same day all this happened. I called for an update and per the receptionist, the detective is out of the office and will return until XXXX. I get an email from Wells Fargo today saying that " an error did not occur '' and will send me a letter regarding further details. I call Wells Fargo claims center and they mention that they will NOT return the money because they need to have someone liable for this. According to Wells Fargo, since a physical debit card was used with my pin, and only XXXX attempt was made then it appears as if I authorized the transaction. But I DID NOT. I am at work, my card is in my wallet the whole time. But per Wells Fargo they need more evidence ( a picture of the individual who made the withdrawal, or video surveillance ) Wells Fargo said they will close the case and will re-open only if they receive additional evidence. They will not return the money. I visit a branch and they said that they can not review video surveillance or ATM footage. I don't know what else to do. I have no money. I have kids to feed, bills to pay. I didn't know how this happened or at what point was my card cloned/ skimmed. But I am feeling very hopeless and overwhelmed that my financial institution is not helping me.

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