Consumer complaint received 2024-06-14 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: IL

Complaint narrative:
Claim #XXXX  Claim Handler: XXXX  "would not reveal her employee number or last name, with Wells Fargo High Dollar Fraud Department. Referred to herself as the only "XXXX  in high dollar debit card Fraud in Arizona. Gloatingly expressed how shes been "doing this for a long time". Supervisor name is allegedly "XXXX".

I went into the Wells Fargo branch located in XXXX, IL on XX/XX/XXXX (XXXX XXXX) to file an in person fraud claim for ongoing activity with one Merchant in particular I have never done business with nor held an account with (XXXX XXXX XXXX). I met with personal banker XXXX XXXX (NMLS ID: XXXX) on site and advised I was told to come into the branch in person to file the claim because over the phone they said it would be denied due to the fact that these charges came from an "XXXX XXXX wallet", and I need to show a banker using XXXX that I do not own an XXXX and I have NEVER (as I told everyone at Wells Fargo throughout this process) have uploaded my WF debit card to ANY digital wallet, and have never had XXXX  or been an XXXX  owner. He filed the claim in person with me and advised the fraud specialist in the back office that he confirmed I did not have an XXXX  device, and assured me I would be provisional temporary credit within a few days while the investigation took place (stated the max this would take is 10 business days). 



3 Days later on XX/XX/XXXX at XXXX XXXX CST while at work I received a call from aforementioned XXXX  at Wells Fargo in the "high dollar debit card department, she stated she was the only member with the name XXXX  in the department in Arizona, PST. She immediately had a rude, accusatory tone, completely different from what I experienced in the bank. She made me feel like I had done something wrong, literally every question she asked was accusatory, not neutral in any respect. I gave her all the information she asked for and she asked if we could 3 way XXXX to verify there is no XXXX  phone on my account. I said sure no problem, can you give me 30 minutes I have a call at XXXX CST. She said thats fine, call me back at XXXX, reference your claim number and we will do it then. At XXXX XXXX CST I called back and the rep that answered indicated he was sending XXXX  notes and that she messaged him that she was just finishing up another call and would call me back in 30 minutes. I recieved no call back from XXXX  on that day, XXXX. I called back on XXXX, same number, different rep, they advised me my claim was still under review and had no way to contact XXXX  nor was she in my notes (both found to be untrue) so instead I was given an email - XXXX to submit additional documentation for my claim, which I did. I called back again on Tuesday XXXX, and this time the rep was "magically able to get a message to XXXX" and she called me back 30 minutes later, saying she was still reviewing the claim. I asked her about my police report and if she wanted to three way XXXX again and her response was "it isn't necessary at this time", which i thought was quite strange. Finally, on XXXX, the day before the 10 day window I was told by the banker, XXXX  calls me at XXXX XXXX at night CST and leaves a message asking if someone I have XXXX with in the past is a "suspect" and if so why not? This was the most insulting thing I had ever heard and again confirmed her accusatory tone, I was able to call back and get put through to her and she indicated she made a mistake and that the person mentioned was not a suspect but someone I had previously mentioned owned an XXXX  at my company (XXXX XXXX XXXX) that we may have ordered for her. I also then asked her to review the receipts and emails from XXXX  that I sent in a few days prior stating my account and email with a different number and an order of the phone ending in XXXX  from the year XXXX to the XXXX XXXX XXXX account (which is not controlled by me, I have XXXX XXXX XXXX), however this phone was not an XXXX device, it was a XXXX XXXX device, which should be all the proof that she needed. She said she received and was reviewing. Now mind you, this is XXXX on XXXX, the NIGHT before the 10 days to issue provisional credit by law. XXXX  has allegedly been reviewing this case since XXXX, claimed she even contacted the merchant which I begged her to do from the beginning as I have no record of an account there. She claimed she got a voicemail (I tried myself, they do not have a voicemail system, another eggregious blatant lie). So I asked her what the resolution of the claim was and she said she STILL NEEDED until tomorrow morning, XXXX to make a determination. She also OUTRIGHT ASKED ME VERBATIM "Were you a victim of a scam and are afraid to tell me". First off, this a presumptuious question that had no context, obviously I was the victim of a scam, WHAT I DO NOT KNOW ISN'T THAT WELLS FARGO'S JOB TO FIGURE OUT?? Well first thing in the morning at XXXX XXXX cst XXXX  calls me, which must mean she was in the office at XXXX XXXX her time, likely to cover her tracks legally and not violate to tell me my claim has been denied after review. This is a clear cut case of Wells Fargo waiting to the last minute to drag out a claim they know they are reliable for in protecting their customers, I was never CALLED or even NOTIFIED these charges were taking place, I found out when my card NSF'd for my phone bill. XXXX  in Arizona high dollar claims should not work in this industry, it's no wonder Wells Fargo had to settle over XXXX XXXX dollars worth of lawsuits admitting they did not protect their customers and acted in a predatory fashion. One aspect of that suit was regarding customers  PERSONAL CHECKING ACCOUNTS, lack of communication, illegal overdraft fees etc. I have never in my life felt so personally disrespected by a member of a financial instution. It was obvious that this was a clear cut case of fraud, and I was being talked to and treated like a criminal. I pray that someone with a shred of decency can pull the tapes of our "recorded conversations". I am now out XXXX of dollars due to Wells Fargo's mismanagement, and obvious negligence in investigating my claim. It truly felt like they made their determination immediately, and let me sit in a harmful financial situation for 10 days with no resolution. My lawyer suggested I contact the CFPB.
Please see full list of transactions below that ended up in the final claim:

Transactions
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX  PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
MONEY TRANSFER AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
MONEY TRANSFER AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX
PURCHASE AUTHORIZED ON XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Amount :XXXX

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