Consumer complaint received 2025-06-01 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: TN

Complaint narrative:
b'At the moment, Im very frustrated Im in XXXX XXXX XXXX XXXX I was alerted that all my money had been stolen. I had recently opened a Wells Fargo account to be my savings money. I would deposit into it from my work as well as my other account so I could build a savings. I am a single mom. I do not have any family pretty much everybody in my family is deceased, parent grandparents, etc. I say that to say Ive never dealt with any front claims or anything like that before and so I called immediately advise the situation. It went through the transaction the best that I could, and there was a lot, however, two days later, when looking at the claim it showed part only part it only showed two different merchants and the transactions that took place with that which was like XXXX  and XXXX XXXX not the rest of the transactions I called in and spent an hour and a half of the representative. I believe this is on a XXXX. Maybe I know I believe it was XXXX  an hour and a half with him going through the transactions again and adding them buys me to call on XXXX  them XXXX  talk to a girl for another about an hour and a half two hours she stated she saw no notes no indication that anything was being added to the claim so she then went ahead and went through everything again with me over the phone and added it to the first claim the way it shouldve been a week later no no it wasnt nothing. Ive been done so when I called again that representative said, let me go ahead and just open up a second claim Ill notate it very well. This is our fault I apologize. I thought everything was good. I didnt even call back just to make sure that it was opened even talking to that department and everything they immediately denied that claim. The first claim is still open immediately just denied the other claim and the reason was because a pin was used or no the first time it was a physical card was used. I said I never got the physical card. I only ever used my digital wallet I was waiting for the card in the mail. I never got the card in the mail never activated a card. This is show that I didnt activate a card. I had several representative pretty much gaslight me and State oh well the digital the same as the Physical and I any sense then?? Called several times escalate to have it reopened they kept they would say oh yes, will they do an email were gonna escalate it up never got done. I talked to that department. A representative was explicity rude he was so rude. Not understanding at all with listening to me he was say oh well Physical Card I said thats great. I didnt have one until you guys sent me the replacement card. Thats a different card altogether And and and then I talk to that person supervisor. They stated its already been denied so they cant do anything at all its like thats not my fault that you denied it and didnt look at the notes I didnt look at anything and so then I had to escalate it to some executive office worked with a XXXX XXXX XXXX I dont know, and they escalated it. The first claim was good. That did get approved almost 3 of the like I think six or seven XXXX  transactions were not approved, which made no sense and Im not never got an answer. Ive asked several times the poor person I informed them about how you know if a pin was used that is stored in my phone. Ive actually sent documentation of that as Well, but again I didnt have a physical card like they should be able to see the records that I never activated a physical card and yet they continue to tell me that the second claim is that because of Physical card no, it wasnt. My phone was stolen in target I believe at target thats when I lost it back in XXXX XXXX  Tennessee. Ive talked to that manager. I advised them the information several times. No one called. Ive checked in with the target people that manager no one has ever called the store manager and spoken with them. I provided that documentation the third claim happen. I had fraud on my account again transaction just kept on happening at that point I was advised oh well you need to change your user ID and passcode and you need to Change your account so they close that account and open up a new account since then security has worked. I get notifications if it charges are coming through however before that and I got nothing never I had bought this new phone. I have not added anything to digital wallet. I dont even log onto an app for Wells Fargo because I am too scared to have that information on my device, I have advised them so many times and provided the executive office has escalated it twice but its like the second time they would only escalate it if provided further documentation Ive wrote a statement I provided anything I could possibly get by going into my old XXXX  account which by the way per well because of Wells Fargo in the first claim, the XXXX  worked with them in conjunction to close out any XXXX  Cash cards, any ability to transfer money during the digital wallet Pretty much making my ID useless. All of this information has been given screenshots all the proof that I can provide and the fact that is anyone reading the notes from the first and the third claim like I dont think anybody is I think when anything is contacted from that department they immediately say no and thats what it seems like everything has been the same theyre still stating That if a physical card was ordered and a pin thats great. My phone was stolen. I never got a physical card. Your system should show that it was never activated a physical card. I never went in. I never called to say hey I need to activate this card and then they try to tell me that. Oh no its already active. Oh so youre sending an active card out so All I know it could be two people causing issues. One person stole my phone. The other person got my card because Wells Fargo and the call was recorded that representative said that I was pretty much treating me like I was an idiot because the card was already active when it was mailed, which makes no sense   I have escalated it 2 times and no one is reading the notes this department that these transactions went to. They are so rude. They are condescending they make you feel like you did something wrong when you did nothing but trust Wells Fargo and Im Im tired of it. Ive Ive escalated and done the process. Ive waited since February. They dont even give you provisional credit for the second claim and its just been an aggravation. I keep being told that unless I provide other proof, I dont know what else I can do than what Ive already provided, which has been a lot and the fact that it shouldve been on the first claim so theyre stating because the second one was open. What about the third one? It just doesnt make any sense. I need something done. I want my money returned to me and I wanna be done with this company because this has been the most nerve-racking, I have not been able to recoup this money. I am behind and its just its so disheartening to know Bank thats been around since I was a little girl wont take responsibility for their actions and wont work hard to help the customer. I just dont understand it I will go ahead and provide all three claim numbers\nXXXXXXXX XXXX XXXX XXXX XXXXXXXX(this is the claim that continuously gets denied over. Nothing just a laziness.) and XXXX(this was a direct result of Wells Fargo not doing their due diligence and letting me know what I needed to do to protect my account. This was approved. Also same kind of transactions as the second claim in question. \n\nI hope you can help with this. I just dont know what else to do. Im at my wits end and Im financially and a hard place that they provided provisional credits for the first one they approved the third one very quickly and yet I dont know I mean to be honest the first time they still owe me XXXX XXXX that they randomly took back when they approved the third claim and the first claim But its like I feel like Im just hitting a brick wall. Also I never received my bonus and I had found pictures when I was sending documentations for the escalation second escalation for that second claim and I did send that and they did approve 125 but then they also withheld XXXX for tax federal tax. I contacted IRS the IRS and it was not then that requested it that it wouldve been Wells Fargo to take that Ive advised that Im exempt Ive been exempt for XXXX years per confirmed by IRS I should not have had XXXX taken away and the XXXX should be returned. They will not provide an answer if anything thats when they stated they denied my client so its just like crazy and even in the terms of conditions in the email that says nothing about taking federal tax and IRS. Theyve already confirmed that it wasnt them. I dont owe them anything.  Im just Im at my wits end and the only thing I know to do is to make sure everybody else know. thank you again for your help. I dont know if this will be helpful. Im hoping that this will help me to get them. Look at the notes and look at the second claim cause theyre not.'

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