Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
This is a follow-up complaint to XXXX and XXXX. My claim ( reference number XXXX ) was again denied by the executive department. Their claim is that, again, they did not find any " fraud indicators '' on the XXXX transactions totaling {$3000.00}. I do not know what counts as a " fraud indicator, '' and I do not know why my other claim ( reference number XXXX ) was approved and this one was not, aside from Wells Fargo 's reasoning in that " there were fraud indicators on the other claim but none here, '' which is impossible to disprove. I don't know how to properly complain about this issue without reiterating that it was not I nor anyone I know that authorized those withdrawals, because Wells Fargo can repeat the same reasoning back to me without justification. There are XXXX points I wish to address in this new complaint : XXXX ) At no point were any of these withdrawals authorized by anyone I know ; the camera footage from each of the ATMs would clearly show someone who has never before used our account to withdraw money. I imagine it would not be difficult to parse through the hundreds of withdrawals we have made over the years we've been at Wells Fargo and compare a couple of withdrawals, all within about a week or so, that show a completely new individual and use that as a " fraud indicator. '' I understand people can hand their cards to new people to make withdrawals if there's an emergency, or someone is not able to physically go, but again, whoever the person that made this withdrawal was, it was not authorized. XXXX ) I specifically asked Wells Fargo on XX/XX/2025, at around XXXX XXXX EST, to freeze the account that lost {$3000.00}. On XX/XX/2025, {$1000.00} was withdrawn. This should be IMPOSSIBLE. I asked for the account to be shut down as soon as I noticed there was fraudulent activity on the joint account because it's possible my information was compromised. I spoke with the claims department and they said there was no record of a freeze on my account, which should have been impossible. I ask for a transcript of that phone call to demonstrate that I spoke about closing the account and moving the money around, as well as putting a freeze on all transactions, and yet still money was withdrawn. XXXX ) I have been a customer of Wells Fargo for over a decade. They have helped me with similar fraudulent activity in the past and it has worked out smoothly. I do not wish to lose Wells Fargo as a bank because of this issue, but I can not afford to lose that money. I don't know how to make it any more clear, and I don't know what more evidence I need to provide to show that I am serious about this being a case of fraud ( I have filed reports with CFPB, OCC, the police, and the state attorney 's office ). The only explanation Wells Fargo can accept if they deny my claim is that I am also part of the scam and this is some elaborate scheme to procure money twice. Because, essentially, they are claiming I authorized these withdrawals and am now complaining to every single agency I can to try and get even more money out of them. UPDATE : To this day I have not received the footage and I have not been provided a comprehensible explanation for why the claim was denied. Wells Fargo sent a bunch of papers showing pictures of my account statements, but as usual, it's incomprehensible information designed to just waste time that most people will not understand. All of this could be resolved if someone, anyone, just explained the difference between my approved claim and my denied claim. I am currently seeking legal help in this matter.

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