Consumer complaint received 2025-02-17 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:
please note that on or about XX/XX/XXXX my debit card somehow was cloned, copied or photographed without my authorization, as soon as i saw the notifications coming from the bank with those transactions I had called the bank and informed them about the transactions that were fraudulent and not authorized by me, that I had the card on my possession and to please block that card while we were doing the verification with the banker another unauthorized transaction hit the account and its my believe it was blocked as well, I was provided a claim number and also a temporary credit for such transaction. after a month the bank decided to revert the credit because they believe that there was no fraud involved when it was, so I decided to contact the merchant which is out on XXXX XXXX and they could not find me as a client or ever conducting any business with them, I asked the merchant for something that indicates what i was told by them and they told me that there is nothing to give me since i did not reflected in their database. The XXXX department from the merchant kept my info in order to follow up in case she finds anything further, I called Wells Fargo again and explained them everything in the conversation, however their position remained the same that wells fargo concluded that there was no fraud, today XX/XX/XXXX I got a call back from the merchant accounting department with new information, after a long and extended questionary she asked me if I had used my debit card in the XXXX XXXX that is located in the XXXX XXXX XXXX XXXX, for which I did responded " yes '', the merchant accountant told me that they have few similar cases as mine and that the local police in XXXX XXXX is investigating due that they found an ex-employee of that start bucks coffee taking pictures of clients credit cards and debit cards, that she later used in purchases in different department stores including airlines, I immediately asked what would be the action plan in order to proceed and she told me that first to try to call my financial institution again, and second to follow up with police, I called the XXXX XXXX Police and in fact they do have an active investigation for cases similar to mine that also concurs with the dates of the transactions, however that in order for them to take my statement i had to be physically present in the XXXX XXXX which is impossible for me at this time due to my work responsibilities, so I called the Bank Wells Fargo again and share with them the new information and even offered the email of contact of the merchant and they refused to take my claim seriously and indicated that they did not found any fraud or unauthorized charges in my account, which frustrated and time consuming, nonetheless the merchant while asking question informed me that wells fargo has never investigated with them or claim anything under my name or that amount, that if in the future something like that happened she will contact me again directly, it sad to know this from XXXX part and the rest from wells fargo, I truly hope this can be fix giving a positive resolution to my case since wells fargo maintain its position that no fraud were involved, I am willing to provide all information pertaining to this issue and its clear that i did not authorized that transaction of XXXX and that is completely fraudulent.

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