Consumer complaint received 2025-06-24 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:
on XX/XX/XXXX and XXXX I submitted 2 separate claims ( XXXX and XXXX ), one for my checking and one for my savings. XX/XX/2025 wells fargo called. I missed the call and immediately called back. I was placed on hold and switched to 3 different agents in a span of 35 minutes before being told they will try again on XX/XX/2025. 
I received a phone call from XXXX from the Wells Fargo Executive office, explaining that my claim had been received by Wells Fargo, and the fraud investigation remains upheld. I explained to XXXX that Wells Fargo is bypassing their responsibility and not investigating. I explained that I met personally with the XXXX ( XXXX XXXX XXXX ) branch manager, XXXX, who explained that he was able to see the fraudulent account and the activity and he would place a hard freeze on both my account and the fraudulent account, allowing time for an investigation. XXXX failed to freeze the fraudulent account, therefore there was nothing further to investigate. I explained to XXXX that {$17000.00} is a substantial amount of money, and I know that phone calls are recorded, therefore I would like the conversation I had with the branch manager and fraud department reviewed. 
XXXX stated she is sorry and there was nothing left she could do. Once the decision is made, the case is closed. I asked for a reconsideration, and XXXX said she is unable to assist with that as Wells Fargo has verified that my ID was used to withdraw the funds. XXXX also stated that she understood my claim and where the branch manager went wrong, but they will retrain employees internally. XXXX made it clear that wells fargo will not replenish the funds and will not investigate the claim as a whole. 
XX/XX/2025 at the time of the original claim and circumstances, The Wells Fargo branch Manager explained that I WILL be receiving my funds. 
XXXX stated she was sorry I was told that but, my claims won't be looked into any further. 
I went on to ask XXXX if I can send my call logs and Wells Fargo verification text feed to Wells Fargo, as I am certain that the fraudulent activity occurred internally. XXXX stated that it is not likely, and no one will review the information. I asked to be escalated and XXXX stated there was no one I could speak with. XXXX made it clear I lost all funds, staff will be retrained, and the fraud department will not investigate or reconsider. 
I have not received any documentation regarding all of my inquiries. The 2 case numbers given to me today were XXXX and XXXX. 
I asked XXXX if I could have any information for the Wells Fargo legal department, a phone number or email, and she stated she does not deal with that and can not provide any information. XXXX was unwilling, in everyway, to assist. Every single agent within Wells Fargo have been incredibly useless and give little to no requested information. Because my ID was used while withdrawing funds, and the wells fargo pin was verified, Wells Fargo refuses to investigate any further, provide any information, reopen my claim, or replenish fraudulently used funds.

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