Consumer complaint received 2015-05-07 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XXXX : Consumer Financial Protection BureauWells Fargo Bank, Fraud and Escalation DepartmentXXXX XXXX, CaDear friends at Consumer Financial Protection Bureau, On XXXX 2015 I informed my bank ( Wells Fargo ) that my ATM card was missing while I was about to pay for my stamps. Going over the charges with the banker while in shock and disbelief I was not able to recognize all the charges! I filed a claim for fraud on my checking account and ATM card. Bank then opened a claim ( Can provide for you if you need ) for me and suggested that I should report the fraud activities to the police department. I filed a police report with officer XXXX badge number # in XXXX XXXX XXXX. Police report # is # # #. 
I was told by the XXXX XXXX Police that my case will be transferred to XXXX police. I checked all the charges on my account in detail when I received my statement for the month of XXXX and XXXX. Checking all the items in my statements, I realized that the fraud started the last days of XXXX of 2015 even when I had my card in my position. The fraud charges started small and got aggressive. During this time I was busy with my health ( I am a XXXX XXXX ) and at the same time busy on a very intense project at work. I faxed all the documents requested by the bank several time from the branch in CA and on my own item by item. Branch in XXXX XXXX did not offer much of a help. I even contacted several merchant on my own to find out where the merchandise and the food were delivered to. Some merchant sent me email which I forwarded them to Wells Fargo and some refused to engage conversation with me, but they mentioned that they will cooperate with police and the bank fully. 
After a few agonizing months while I was desperately seeking somebody from Wells Fargo to speak to, I finally received a letter of denial from the bank to refuse paying me. 
I am a XXXX year old single professional woman with a credit score of XXXX. I banked with Wells Fargo for over 18 years and with a very healthy saving account! I was so surprised that Wells Fargo not only refused to help me and never engaged a conversation with me ; they ACCUSED me of stealing my own money and theft!! The recorded conversation is available and I am thinking of seeking legal action against the bank if my health condition allows me to. I would have never imagined a well-known bank treats the client the way they treated me. The bank is now in the news for fraud. While taking to XXXX of the agents in the bank going over all the activities on my account I saw several charges from Wells Fargo!! When I asked the banker ( I have the name of the banker ) he told me that " you are not supposed to see this '' " this is withdrawn that bank makes, but they put it back ''. After a few weeks of reporting my card missing I found it in the pocket of my clothing. I then went to the branch in XXXX XXXX to notify them that the card is found and they should check on line where my information was compromised, but the banker advised me not to report! 
The bank message on activation of new cards is informing clients that they will not be responsible for fraudulent charges! Should n't this apply to a loyal client of over 18 years? 
To resolve the problem, I would appreciate your help resolving this matter, requesting for some explanation and my money from Wells Fargo. I also would appreciate if you follow up for the falls and harmful allegation bank made toward me and my integrity. I look forward to your reply and a resolution to my problem. I will wait before seeking XXXX-party assistance. Please contact me at the following address or by phone.

Company response to consumer: Closed with explanation