Consumer complaint received 2024-04-02 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: TX

Complaint narrative:
XX/XX/XXXX Wells Fargo Debt Card Issue XX/XX/XXXX I was at work at XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX I arrived at XXXX XXXX and left at XXXX XXXX At XXXX XXXX I received incoming call on my cell from XXXX, which was a Wells Fargo bank employee letting me know there were some questionable transactions. The attendant did indicate the conversation would be recorded. I first needed to confirm my identity, which one of the questions was to provide my XXXX digit pin for the card. I had always been info informed not to provide my 4-digit pin over the phone. I asked the attendant if there was another way to confirm identity. I ended up just providing XXXX digit pin. The attendant informed me that there were XXXXwo transactions that were online from UTAH, which I indicated those were not from me. The attendant asked what the last transaction I had done from that card, but I could not remember. The attendant informed me she would shut down my card and send me new card. The phone was cutting in and out, it was difficult to hear at times. I asked attendant to call me back, which I tried to answer call but phone declined it at XXXX XXXX. At XXXX XXXX attendant was able to connect, so we finalized the call. 
XX/XX/XXXX XXXX XXXX at home getting ready to leave to work. My wife was working on balancing checking account and noticed a {$1000.00} withdrawal from my Card ending in XXXX a Well Fargo ATM located at XXXX XXXX XXXX XXXX XXXX, TX XXXX. At XXXX XXXX I called the same XXXX number to report the transaction. I began explaining the situation and informed them that I did not do a {$1000.00} withdrawal. The attendant said the transaction was done at XXXX XXXX, which at that time I was at work all day and no one had any access to my wallet other than me. The phone then the call dropped, so I called back at XXXX XXXX. I once again began explaining situation and went through the identity process. My wife was also on the line, so she had to provide her identity. The call was recorded by Wells Fargo. The attendant did see that the previous call from XX/XX/XXXX was noted in system but did not see that the card ending XXXX was turned off. The attendant said it must have been glitch in system. The attendant did turn off the XXXX card. The card was still in my possession, which I was waiting till I received my new card before I would destroy. The attendant said if there were any more questions I would be contacted. 
XX/XX/XXXX Received new card ending in XXXX which I activated that day. 
XX/XX/XXXX Received email from Wells Fargo letting me know they were working on the claim submitted of the {$1000.00} withdrawal. The claim number XXXX. The email noted that it was important to respond to any calls or correspondence from Wells Fargo in a timely manner. If they were unable to reach me, they would base the decision on the information they have available. I had not receive any other emails or calls regarding the claim. 
XX/XX/XXXX XXXX XXXX  called XXXX to check on status of claim, which I had gone online to see it was closed and the withdrawal was authorized. The attendant recorded conversation and did aske me for XXXX card pin #. I informed that I had not received an calls regarding the claim and that I did not agree with determination. They said they would have a manager call. I have yet to receive call. 
XX/XX/XXXX XXXX XXXX Received letter dated XX/XX/XXXX in mail indicating they have determined the transaction was made by using my card ending in XXXX and pin. They indicated the transaction was made by my or someone who had my permission. The online indicates the disputed reason was dont remember this transaction, which we indicated we did not do this transaction. 

XX/XX/XXXX XXXX XXXX called Wells Fargo claim assistance number XXXX, which is number noted on letter. XXXX XXXX was the attendant. Asked to reopen claim and was told it could not be done. He would have manager call. I have yet to receive call. I also asked if the video from ATM machine had reviewed and who was filmed withdrawing the {$1000.00}. 
XX/XX/XXXX XXXX XXXX  called Wells Fargo claim assistance number XXXX spoke to XXXX. No last name due to their XXXX guidelines. Informed XXXX I had not been contacted by manager as promised twice before. The last time I called was on XX/XX/XXXX which I was told they would call me back 24 to 48 hours later. I had not received call yet. XXXX did see that it was noted on the claim and would request once more. 
XX/XX/XXXX - Met with XXXX XXXX Wells Fargo XXXX XXXX. Branch Manager to help reopen claim. XXXX XXXX did indicated there has been an increase of identity theft and that I should also make a police report. 
XX/XX/XXXX Contacted XXXX XXXX Police Department ( XXXX ) to report the crime. XXXX police report # XXXX. A police officer would be contacting me in about 2 weeks. 
XX/XX/XXXX Received a call from XXXX XXXX with the XXXX regarding police report. Sent email to XXXX XXXX regarding my claim. 
XX/XX/XXXX XXXX XXXX sent me email with snap shots of the person that hat withdrew {$1000.00} dollars from my checking account. The photo shows a person using a white card, in which the card that was in my possession at all times is red. I did not authorize any transactions on or after this date, and I did not authorize anyone else to use my ATM/Debit card in any way.

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