Consumer complaint received 2024-04-30 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> I was going to come home after being in a work trip in the state of XXXX XXXX in XXXX. I grabbed my wallet to pay for my ticket and noticed my card was gone. I logged in to my account and shut my card off. Then went thru the transactions and noticed XXXX transactions that werent done by me. I immediately called Wells Fargo to make the report that my card was missing and the transactions I did not recognize. They took my claim and stated I would have my money back after XXXX business days. The days came and went and I didnt hear from them so I gave them a call. The representative told me my claim was denied. It had been denied due to me funding the transactions that took place, that I had used the pin and I forgot what else they said. I told them I wanted to escalate this and have it reviewed. She said I could not do that as it was a final decision from top dollar, small dollar or something like that. I had no opportunity to fight my claim. I had been making purchases but never used my card. I only used XXXX XXXX since I never lost my phone and always had it in my possession which is something they mentioned. They asked why I didnt see my account sooner. Well let me tell you I had almost XXXX dlls deposited to my account before my trip and another XXXX direct deposit on the XXXX. Why would I look into my account if I had only been purchasing from XXXX XXXX. And yes I did have money because thats what banks are for, and because I was going to another country and needed money in the account in case of something. Now another things is that most charges were for home improvement, first of all I need an immigration permit to even visit XXXX ( permit that was taken with my debit card ) I dont have legal documentation to buy any properties over there. I live in an apartment in the XXXX, I cant make home XXXX here either. There were also charges to a church, XXXX XXXX. Charges to a beauty store, XXXX a male. Charges to XXXX when I dont have any pets. I tried to contact the stores using the descriptions I looked for them online and was told they could only give information to the bank. I tried to obtain a police report but got into more trouble for not having my immigration permit. And now XXXX stuck with debt and no money to pay my debt because Wells Fargo failed to catch the fraud charges even though some were above XXXX dlls in a different country. If I would have received some type of alert this wouldnt have happened or at least not in this amount. I feel Wells Fargo failed me terribly as a bank letting this happen and now by denying my claim. I honestly dont think the pin was used as no one where I was at knew me nor did I give it to anyone. Not sure why they said pin had been used. I tried to escalate this and was told nothing could be done as I had logged into my account and could have caught this earlier. Which I did not I had been working ( XXXX ) I could not take my cellphone into the work site as it is a XXXX  and phones are prohibited it was left in the hotel. Now XXXX not sure if it was XXXX of my co-workers, a hotel employee, or XXXX knows who going thru my phone while it was at the hotel and maybe thats how they saw how much money was in the account or what happened but it was not me nor did I authorize anybody to make those purchases.

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