Consumer complaint received 2021-05-20 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: VA

Complaint narrative:
On XX/XX/XXXX, an unauthorized transaction of {$250.00} was made on my Wells Fargo account through XXXX. I filed a dispute claim that same night and was given a provisional credit of {$250.00}. 

On XX/XX/XXXX, I received a letter from Wells Fargo stating that the credit would be removed within ten business days. However, it was dated XX/XX/XXXX, so I did not receive it until ten days after it was filed, which is very suspicious that it took eight days for this letter to arrive. 

I filed an appeal through the Wells Fargo XXXX page where I spoke with someone named XXXX the weekend of XXXX XXXX and he told me that someone from Wells Fargo would reach out to me immediately. However, 4 days had passed and no one called me. 

Therefore, the night of XX/XX/XXXX, I called the Wells Fargo Customer Service line and was transferred 3-4 times through different departments before finally being told that someone would call me back the very next day by XXXX. 

Nobody called me back by XXXX the next day. So, a few hours later I called the Wells Fargo Customer Complaint/Executive line ( XX/XX/XXXX ). I spoke to a man named XXXX who transferred me to his boss/supervisor. That boss I spoke to told me that the case should be resolved by the following Tuesday on the XXXX, but it was not resolved. 

I call again on XX/XX/XXXX and am told that I can speak to my case worker, XXXX. However, she was in a meeting, but the person that I spoke to XXXX I believe her name was XXXX ) told me that XXXX would call me back later that day. That never happened. 

4 times I have been promised that someone would contact me, but no one did. I am an independent contractor and had to turn down work, resulting in lower income because Wells Fargo blatantly lied to me. 

XXXX eventually got back to me and informed me that the decision to remove the credit was upheld. I tried to appeal one last name with an employee named XXXX XXXX before he informed me around XX/XX/XXXX that the decision was final. Wells Fargo denied my claim because their investigation INCORRECTLY concluded that the transaction had been authorized by me.

For one, I shared with Wells Fargo that I had signed into my account on someones phone but did not save my login information and gave them no authorization to access my account, but they could have secretly screen-recorded my information without my consent. Wells Fargo then claimed that the transaction was made from a device that I have been using for months, however, my phone clearly had to have been hacked.

A hacker can easily record your screen from their own computer/phone after sending some form of malware ( usually after you click a link to any seemingly innocent but actually malicious website ), then create a duplicate device to make transactions using your bank account information and trick the financial institution into thinking it came from the actual customers device. They can also simply clone your IP address to fool the bank ( I have attached examples of malware texts and links I have received that hackers can use to steal people 's information ). 

I also have NEVER used XXXX before this unauthorized transaction was made, so it clearly was not me. The XXXX transfer was sent to a name - XXXX - that I have never seen before. I can go through my address book and email to prove that. 

I have only disputed one other transaction, and it was for {$35.00} over a year ago, so my credibility should speak for itself, I hope.

Additionally, Wells Fargo has not offered any reimbursement or relief for the time and income that I lost from waiting 4 different times on them to call me since they never did, including 4 straight days after speaking with XXXX. 

I need my {$250.00} back. It is is unfair and predatory that a major bank/corporation would continuously ignore me for over a month, knowing that someone with very low-income and resources such as myself was essentially powerless when pitted against their behemoth of a financial institution. 

I have bills that need to be paid and am simply pleading for your intervention, CFPB. Thank you.

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