Consumer complaint received 2024-09-29 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: AZ

Complaint narrative:
I filed a dispute with Wells Fargo when I became aware of 5 unauthorized transactions from my checking account. The date I filed the dispute was on XX/XX/XXXX. There was 5 fraudulent and unauthorized charges on my account where someone used my card info and used a electronic device or cell phone to use the XXXX XXXX XXXX feature. 
XXXXXXXX XXXX  - ATM WITHDRAWAL FOR {$1000.00} USING THE XXXX XXXX XXXX FEATURE XXXXXXXX XXXX XXXX XXXX PURCHASE WITH CASH BACK FOR {$100.00} USING XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ELECTRONIC TRANSFER FOR {$500.00} USING MY CARD INFO XXXX. XX/XX/XXXX - MONEY TRANSFER XXXX XXXX  FOR {$100.00} USING MY CARD INFO XXXX. XX/XX/XXXX - MONEY TRANSFER XXXX XXXX FOR {$200.00} USING MY CARD INFO This whole time these charges went through my account, I had my debit card in my possession the whole entire time. Wells Fargo closed down that card and issued me a new one. After completing their investigation, they told me only a day or two later after filing the claim that my dispute was denied because their system did not recognize any abnormal behavior and or did it notice anything unusual. Anotherwards they told me that they believed that they were valid transactions when I told them they were with out doubt not authorized by me, the account owner, and they said their outcome was final. Some time had went by because I didn't think there was anything else I could do since they told me there answer was final. Then unfortunately I was in the hospital for almost 2 months. When I got out, in late XXXX I did some research on this and found out that I could refile this dispute a second time, which they never told me that before, so I went ahead and refiled it for the second time on XX/XX/XXXX. This time I specifically told them that one of my electronic tablets was missing from either my home or vehicle, and that all of my personal info was inside this device. This is the only was someone could have gotten my personal info along with my banking info and my pin as well. This is like I said the only way this could have happened, and now it made more sense knowing that that device was missing. I told Wells Fargo all of this and clearly told them that these charges were not authorized by me and that these were fraudulent charges on my account. Well after waiting patiently for 10 business days, they came back again and denied my claim. Wells Fargo stated that their system did not detect anything suspicious and they told me again that they felt that these charges were accurate. I told them again that these were fraudulent charges and absolutely not authorized by me. They said their answer was final and when I asked about any specific information on why or how this could even happen or more details on this, they said they they can not provide me any further information, other than that the claim was denied once again. I even asked them what the deal is with the Visa XXXX XXXX and they told me to read the fine print on my bank info. I even asked them what security measures do I have to protect me then since obviously anyone can use my account without any safety on my behalf and he couldn't answer that question. I told him that I have been a customer on and off since XXXX and that I haven't had any issues up until now. As you can understand I was completely frustrated and after me asking more questions from the agent, when he was never able to actually provide me with anything detailed except for that it was simply denied, he then hung up on me. So to say the least, completely unprofessional and absurd. If anyone can help me with this matter, I would completely appreciate it. If you need any further information, I will be more than happy to provide it. Thank you in advance for your time and consideration.

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