Consumer complaint received 2021-06-23 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: FL

Complaint narrative:
On XX/XX/2020 i received an alert from Wells Fargo that my account had suspicious activity. After logging into my Wells Fargo account I realized that there was {$3600.00} in unauthorized transactions charged to my account. I immediately called Wells Fargo and reported the unauthorized transactions to my account. I called the police the following day to report the fraud as well. This was done by an ex boyfriend who I had recently had to get a restraining order on a little over a month prior to these fraudulent charges for physical abuse. Approximately 10 days prior to the unauthorized use of my card I had requested a new card from Wells Fargo because mine had a crack down the middle of my card. I didn't think nothing of it until I seen the fraudulent charges in my account and seen I still had my cracked debit card. Since I have informed delivery from XXXX ( which is where all your incoming mail is photo scanned and sent to your e-mail prior to its delivery ) I was able to go into my XXXX and look at all my mail previously delivered. Upon looking at the scanned mail I realized that my Wells Fargo along with a few other pieced of mail were delivered to my mailbox however they had been removed by someone other than myself and I live alone so nobody else is legally allowed to remove mail from my mailbox. This information was provided to Wells Fargo and law enforcement, I also provided a print out of my email which contained the photo copy of the scanned mail that was stolen. The law enforcement officer working my case has already supeona the bank for the ip-address used to make the purchases as well as requested from the convenience store where my card was used to withdraw {$600.00} XXXX ( my account had a {$700.00} max withdraw limit ) the video surveillance footage. I told the bank and the law enforcement officer who I thought the person who stole my card was after calling merchants like XXXX where my card was used twice to a total of {$1800.00} and learned whose name, address, and item ordered ( which such information was also provided to law enforcement and Wells fargo ) was being shipped to. I also seen a XXXX pay in the amount of {$500.00} made to my ex boyfriend 's cousin ( the name was on the list of transactions in my bank statement ) and this information too was provided to the bank and law enforcement. All of these charges were made in a matter of hours, not days. It was probably less than 5 hours before I got the alert from Wells Fargo about a suspicious charge and checked my account and immediately called the bank to make the claim. I have done everything I can possibly think of to aid in the investigation and hopefully the arrest of the person responsible for making these charges down to providing address and tracking of items ordered offline to calling the gas station where my card was used and asking if they had surveillance and providing all that information to police. Again a little over a month prior my ex boyfriend had broken 2 bones in my foot and shattered one of my toes. That is when I got a restraining order on him and cut all communications with him. He has since then tried to harass me, stolen items out of my backyard like my rake, ladder, solar lights. He did over {$2500.00} damage to my vehicle which is in the shop right now, he stole my mail in which contained my new debit card which he activated and charged {$3600.00} to it. Now the claim has been closed and denied and I am without that money despite doing everything I can possibly do to prove, aid, and get the person responsible arrested and prosecuted. Again the theft of the mail and the fraudulent charges, plus other things I have suffered from my ex boyfriend have all been reported to the police and the information like officer name, badge number, case number were all provided and given to Wells Fargo before they denied my claims. This isn't right. So basically I am a victim of physical abuse, debit fraud, vandalism and more and I can't get my money recovered because the bank denied my claim? I don't know how much more proof they need the officer has this guy on camera using my card. I obviously had no knowledge of it seeing as how I have a restraining order on this piece of XXXX. I am deeply disturbed that I went above and beyond my responsibilities and obligations as a customer by digging into the fraudulent charges and gathering information, printing proof, filing criminal charges, etc ( none of which is my job to do ) and provided all this to the bank and law enforcement and I still am out that money yet any other customer who sees a charge on their account for something unauthorized and disputes it gets their money replaced without doing anything other than making a claim. This has further victimized 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 explanation