Consumer complaint received 2024-01-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
On XX/XX/XXXX and XXXX of this past year ( XXXX ), my debit information linked to my Wells Fargo checking account was used to attempt dozens of online purchases that were not authorized by me. To preface, the police have determined this scenario as identity fraud. 
I woke up to a phone call from XXXX XXXX on the morning of the XXXX with a representative asking if I was trying to purchase multiple high-ticket items. I said no, and so they denied the purchase for me. I proceeded to check my Wells Fargo account to discover the dozens of attempted purchases. I immediately called Wells Fargo, had them cancel my debit card, issue a new card. Many of the initial purchases were able to be cancelled or reversed, but 13 of those transactions were successful, totalling {$6300.00} in stolen funds ( reference attached " Fraudulent Debit Transactions '' ). 

Here are the individual amounts for the transactions : XX/XX/XXXX - {$810.00} XX/XX/XXXX - {$30.00} XX/XX/XXXX - {$940.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$62.00} XX/XX/XXXX - {$65.00} XX/XX/XXXX - {$53.00} XX/XX/XXXX - {$600.00} XX/XX/XXXX - {$86.00} XX/XX/XXXX - {$5.00} XX/XX/XXXX - {$1200.00} XX/XX/XXXX - {$890.00} XX/XX/XXXX - {$1400.00} This was more money than I had in my checking account at the time, so my account bottomed out and overdraft protection kicked in. Wells Fargo charged me {$3500.00} in cash advance plus {$82.00} in finance charges that went directly onto my credit card account balance ( reference " Credit Card Statement XXXX Wells Fargo '' ). So I was left with XXXX dollars and- {$3600.00} in credit card debt on top of that. This balance has remained there accruing interest as I have been back and forth with Wells Fargo for the past several months. Wells Fargo have reversed 3 of the most recent finance charges, so the only charges that I need reversed are between XXXX - XXXX. 

The finance charges that I need reversed are as follows : {$82.00} ( reference : XXXX WellsFargo.pdf ) {$90.00} ( reference : XXXX WellsFargo.pdf ) {$89.00} ( reference : XXXX WellsFargo.pdf ) {$86.00} ( reference : XXXX WellsFargo.pdf ) After all of this happened, I immediately submitted a claim with Wells Fargo. Wells Fargo has denied my claim now for the third time, claiming that I was present to approve the transactions. This is not true as I am the only person who has access to my debit card and account information, and I did not personally make or approve any of these purchases. I have been documenting as much as I can to continue to try to prove that I did not make these transactions. 

Attached is the police report, my debit account statement with the 13 transactions highlighted, my credit account statements with the overdraft advance charges, email correspondences with Wells Fargo, an email chain with someone who discovered one of the packages arrive at his building, and an email I received from XXXX XXXX for an order placed under my name. The emails help to verify this as identity theft, and it is worth noting that I called the police again when I received that email about the box being delivered. The police came to my house, and weren't able to do anything about it, and advised me not to do any further investigation in case it was dangerous. 

This situation has made this past year incredibly difficult for me as I have had to navigate all of my cash being taken from me, along with the debt and continued interest that is being charged to my credit card account. Please let me know if you have any questions. I would happily hop on the phone to describe the situation in more detail. Thanks so much.

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