Consumer complaint received 2024-07-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
Problem : I was the victim of fraud and theft from my checking account by way of my debit card numbers being stolen. This theft wiped out the money in my checking account and triggered overdraft protection to cover the cost of the fraudulent purchases. 
I discovered the theft had taken place over XXXX days ( XX/XX/year> and XX/XX/year> ). The thieves purchased tickets for a XXXX event in XXXX, Florida that was held XX/XX/XXXX. 
They purchased over the XXXX days XXXX sets of tickets via XXXX XXXX XXXX. This company is affiliated with XXXX. The XXXX transactions were : XX/XX/year> : {$2100.00} and {$2000.00} and on XX/XX/year> : {$2000.00} and {$2100.00}, the total loss to me was {$8400.00}. 
When this occurred, I did not have Wells Fargo transaction alerts set up on my phone or computer thus it was not immediately discovered. I happened to see the charges on XX/XX/year> because I noticed XXXX charge when I went to do a XXXX transfer to someone. I called Wells Fargo as soon as discovered that as well as all of the other transactions later that evening. I mentioned to the person I talked to that the ticket purchase triggered overdraft protection in the amount of {$3500.00} ( this dollar amount is included in the {$8400.00} referenced above. ) When I talked to the woman who took my initial information, she told me the overdraft would be considered as part of the fraud and I did not need to contact another WF agency to report that. She also felt that dollar amount would be credited pretty quickly. That did not occur.

I called repeatedly over several days after the initial call because I did not hear from the fraud department as promised and I was very upset that Wells Fargo had not alerted me to the transactions that were totally aberrant regarding my past records/transactions. I still dont understand why WF allowed the transactions to occur- four sets of high priced tickets over two days without ever reaching me to confirm the transactions were legitimate no phone messages, no text messages from WF.

When I did finally talk to a person from the WF fraud department, he identified himself as XXXX and he told me he had closed my case and my claim was denied. This closure took place without him or anyone else from the fraud department talking to me. He stated he might reopen the case if I could provide evidence from XXXX or XXXX where the tickets were released to ( e.g. a cell phone or email address ). At that point I was floored because I had seen no emails re ticket purchases or anything else that looked out of line. 
From that discussion I learned that not only did the thieves have my debit card numbers, but they had also hacked into my email address. I initially saw no evidence of this but post my conversation, I talked to others and did my own research re email hacking and hidden information. I looked into retrieving previously deleted emails it was then I was able to see the ticket transactions and know more fully what the criminals had purchased. The purchases were via XXXX but the emails indicates XXXX sent you tickets for XXXX XXXX XXXX, XXXX ( customer support ). I am still not sure how or why the thieves purchased via XXXX but then used XXXX to transfer the tickets from XXXX. The email said the tickets would be moved to your ticketmaster account. 
Note : I never saw/found any emails from WF asking me to verify the ticket purchase were approved by me. If they sent one and the hackers replied, I should still have been able to find it amongst the other data I was able to find. I found all the transactions regarding XXXX ( orders : XXXX, XXXX ). I also looked at the XXXX transaction records for my account, those purchases/tickets do not appear there. The perpetrators used my debit card info, my email address but a different XXXX account for the transfer. The only name I have from the email from XXXX re the transfer is XXXX. I saved all of these documents and am ready and willing to share per your request. 
Once I had the data noted above, I reported the fraud/theft to my local police department, XXXX, NJ as well as the FBI. 
I also made numerous calls to XXXX ( XXXX ) and they did their own investigation. They acknowledged there was an ongoing dispute with the orders referred to and suggested, I work with my financial institution to start a chargeback on my account. They would not release any information to me regarding where the tickets were released nor to whom they went too. 
I presented that email from XXXX and asked that my case be reopened WF refused..

Though WF has not released to me the report they complied despite my request, I was able to learn they felt my claim was not legitimate because : 1 ) I took several days to report the loss ( I reported the loss as soon as I knew about it. ) 2 ) I had not reported the credit card overdraft part ( that was not true, I reported it the very night I called. ) XXXX ) I have a pattern of purchasing tickets ( While I have in the past purchased tickets for the ballet, the opera, the theatre, and a rare concert nowhere in my history are high priced/high volume ticket purchases, nowhere in my record are any tickets for the XXXX ( XXXX had to actually think about what XXXX referred XXXX when I found the emails ). It belies any reasonable, logical thinking that I would wipe out my checking account, trigger overdraft expense for the purchase of XXXX sets of XXXX tickets or anything else. There is nothing in my history to support that conclusion. 
XXXX ) When I did finally speak to the XXXX, reference above he asked if the debit card was ever out of my possession, I told him no but when I talked about the theft, I would make mention of my debit card being stolen conflating the debit card numbers with the actual physical card. Though I told him the card was not out of my possession he took exception to me not being distinct and stating debit card numbers and he used that as part of his rationale to indicate I was the guilty party and not the victim. He said I was not consistent. That was an innocent mistake, made by a person who had been traumatized by the email hack and debit card ( numbers/information ) theft. 
I feel strongly that by the time I talked to XXXX, the person who closed my case before talking to me ( the victim ), he had a predetermined narrative of my being responsible for the charges. Anything I said to him was interpreted through a lens to support his guilt determination. My statements and actions were misconstrued to fit his negative narrative. His report has also prejudiced others Ive reached out to for help from WF. I have hit a brick wall trying to get assistance from them.

I have not been treated fairly.

I went to the local WF bank branch to state my complaints. The personal banker there, XXXX XXXX, tried to be of assistance and called the WF Fraud department. I talked briefly to a different person who also identified himself as XXXX, he read the report of the first while I was on the phone and it became quickly clear to me, he was negatively influenced by what was written. He was not supportive, he was argumentative and also treated me like a person who had to proof they were not guilty rather than a victim. He would not detail the report when I asked him what was written. 
Once I deduced that the second XXXX was unduly influenced by the report of the first XXXX, I asked for my case to be reviewed by someone who is open minded, to view my case from a fresh perspective without the prejudicial notes from the first XXXX. When Ive called WF regarding this, there is a recording that indicates they sometimes record phone calls I have nothing to hide and an unbiased person, listening to the tapes from my first call to my last, would recognize I was victimized not only by the thieves but also by the institution that was supposed to protect my interests, my assets Wells Fargo. 
It is absurd for Wells Fargo to conclude that a woman in her early XXXX would decimate her checking account, and trigger overdraft protection in pursuit of a series of high-priced tickets for a XXXX match XXXX XXXX! 
Also, equally ridiculous, someone from WF wrote in my account re the denial on 3/14/2024 that my dispute reason was : I dont remember this transaction.

I never stated I did not recall the transactions. Without equivocation, I was not aware of the purchases and never approved them. For wholly unclear reasons, WF chose to record it as a memory issue. That statement is antithetical to the truth and belies logic. 
I have been trying to get WF to reverse their decision and reimburse me for the fraudulent transactions since XX/XX/year>. I have hit nothing but brick walls. I am at a loss ( figuratively and literally ) and am reaching out to your agency for assistance.

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 monetary relief