Consumer complaint received 2025-04-28 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: FL

Complaint narrative:
On XX/XX/XXXX I received a text message from Wells Fargo stating suspicious activity on my debt card a transaction was made in the amount of {$52.00} they asked if I made that purchase I texted that I had not. I then received a call from Wells FARGO ASKING IF I HAD MADE THAT TRANSACTION which I said no. They asked if I had my debt card with me I said I did and I only have XXXX card and not given permission for anyone to use it. While I was speaking to XXXX from Wells Fargo I was on my phone checking my wells Fargo app. He stated that they declined the transaction and they credited my account back for the {$52.00}. I did see the credit to my account as I was still on my phone checking my account with the banking app. He further explained that he was going to cancel my debt card as stolen and they would be sending me a new card, he said I should receive my new card on XX/XX/XXXX. 
On XX/XX/XXXX I started to receive messages on my phone stating that the maximum amount of cash withdrawals on my checking account have been exceeded. I immediately called the bank to report that in excess of XXXX had been withdrawn from my account and ask them to put a stop to it immediately. XXXX transactions had already occurred. 
I was continuing to receive messages that more money was trying to be withdrawn but it was denied. They informed me that they closed my checking account, my debt card and my Wells Fargo credit card account. I told them about the activity on XX/XX/XXXX they confirmed that a new card was sent out and I would receive the card the next day. She then advised me that XXXX had put my card in as damaged not stolen. So no stops were put on that card. I told her not true and I was told that I would receive a new card with a new number. She then advised me that was transferring the call to the frauds dept and they would open an investigation. 
I spoke with the frauds department they assured me that all accounts were closed, I would receive new checks new debt card and a new credit card. They opened an investigation and would get back to me on the outcome of their investigation. They also advised me that it would be a good idea if I made a police report. I did make a police report on XX/XX/XXXX after I finished the call with Wells Fargo. 
The bank did open the new checking account and transferred {$16000.00} Into the new account but only about {$4000.00} was available. On XX/XX/XXXX I saw that they had credited my account {$9400.00} with this statement cash Ewithdrawal claim final credit. 
On XX/XX/XXXX XXXX transactions were made : {$4900.00} {$4500.00} XXXX {$900.00} I then called wells Fargo again and inquired about the last XXXX transactions they stated that they had determined that those transactions were not fraudulent and that I had given permission for someone to use my account. They agreed to reopen the investigation into the last XXXX transactions. 
On XX/XX/XXXX I received a email from Wells Fargo stating that they conducted another investigation We were unable to find any indicators present confirming fraud on the account. We stand by the decision made by our claims department to decline your request for reimbursement of the disputed transactions I called Wells Fargo again and spoke to their escalations representative and ask them how they came to that conclusion and that I had not authorized anyone to use my card or withdraw any money from my account. Their representative then stated that the case was closed there would be no further investigations and I would not be reimbursed my money. I asked them how they came to that conclusion being those transactions were done at an ATM and the United States Postal Service I asked them if they reviewed video and surveillance cameras to see who had made those transactions. She said she could not give me that information because it would put the banks security at risk. I then requested a written letter informing me of their investigation and how they came to that conclusion she said that that would be sent out to me via US Postal Service. She then said she could no longer discuss the case because it was closed. As of this date I have not received a written explanation from Wells Fargo and they still have not reimbursed me the {$1900.00}.

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