Consumer complaint received 2024-02-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/2024 a debit was made from my small business account in the amount of {$3700.00}. The description is XXXX XXXX XXXX ACH XXXX XXXX Mobile Pmt XXXX XXXX XXXX XXXX XXXX XXXX ( see attached bank statement ) On XX/XX/2024 my wife and I were reconciling our business account and noticed the debit. It was after bank closing hours. 
On XX/XX/2024 I went to the bank, Wells Fargo XXXX XXXX XXXX XXXX XXXX in XXXX, CA XXXX on and met with XXXX XXXX. In a cubical at the branch office, I sat with XXXX while she contacted the Fraud Department and reported the debit. She provided me with Stop Payment number XXXX, and Fraud Claim number XXXX. 

On XX/XX/2024 I receive the attached letter from Wells Fargo. The claim number on the letter is different from the one I obtained from XXXX, it is claim number XXXX. It states that too much time passed from the time the debit was made until I notified the bank. It also states to contact XXXX XXXX at XXXX. 

On XX/XX/2024 I contacted XXXX XXXX at XXXX and spoke with XXXX, employee number XXXX. XXXX informed me that there is nothing XXXX XXXX can work on with me directly. If this is fraud, the fraud department from my bank, Wells Fargo, should work with the fraud department at their bank, XXXX XXXX to reconcile the issue. She stated that this is normal protocol and did not understand why Wells Fargo would instruct me to contact them. I asked her how I could contact her fraud department and she stated they did not have a phone number nor an email address, only a fax and a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX After speaking to XXXX XXXXXXXX, and also on XX/XX/2024 I contacted Wells Fargo Fraud department at XXXX. I spoke with XXXX whom would not supply a last name nor employee number. She stated that XXXX, again XXXX would not supply his last name nor employee number, handled my fraud claim and the only notations in the system were the initial call from XXXX and that a letter had been sent and the claim was closed. I asked if XXXX had contacted XXXX XXXX or tried to resolve this matter, and she said there was only the two notations in the system. She listened to my complaint and gave me complaint id confirmation number XXXX. She let me know that XXXX and a manager would contact me within XXXX hours. 

On XX/XX/2024 at XXXX XXXX I sent the attached letter to XXXX XXXXXXXX to the fax number I provided by XXXX with XXXX XXXX. 

On XX/XX/2024 at XXXX I contacted Wells Fargo XXXX XXXX, the Claims Assistance XXXX XXXX I spoke with XXXX to request an update on the status of the claim, the person who is working on it at Wells Fargo and how I could contact them, and the person who is working on it at Capital XXXX and how I could contact them. She said that the claim is being worked on at the back end and she does not have information on who is working on the claim at Wells Fargo or XXXX XXXX. XXXX said an investigator will contact me with 48 hours. I asked whom, and she replied there is not an investigators name in the claim notes ( contradictory to what I was informed by XXXX XXXX whom said XXXX was the investigator noted on the claim ). 

Now the 48 hours have passed since my phone calls on XX/XX/XXXX, so I am reporting this to the consumer financial protection bureau. 

I can not understand why nobody from either bank, Wells Fargo nor XXXX XXXX, can answer simple questions. Who is working on my claim? How can I stay in contact with this person? What have they done to try and resolve this? Has Wells Fargo contacted XXXX XXXX to get this resolved? The only responses I get from Wells Fargo is that there are notations in the system that a claim was filed and a letter was sent. No person to contact, no follow-up.

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