Consumer complaint received 2024-08-12 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: WA

Complaint narrative:
At XXXX I received a series of push notifications from my XXXX app telling me of three major pending transactions on my Wells Fargo account that I did NOT authorize at all. At XXXX I received a text from Wells Fargo that as of XXXX my account balance in checking was {$3100.00}. I immediately began looking at my Wells Fargo online banking app and found one transaction of {$4700.00} was spent at a XXXX # XXXX XXXX, Indiana immediately followed by another transaction of {$480.00} was spent at the same XXXX # XXXX, and finally somehow {$2800.00} was transferred from my savings account into my checking account. All of these were not committed by me. I live in XXXX  XXXX - I have NEVER been to Indiana. I did NOT authorize the transfer of my savings into my checking account. I do not have any emails or text notifications OR any other alert that these fraudulent activities were happening and that money was being moved without my approval. I explained this to a Wells Fargo representative and they said the system did not consider the charges nor the movement of money as suspicious. They filed two claims for the XXXX purchases which I can see on my app as open, but I can not see a claim for the unapproved balance transfer of savings to checking. I asked what I needed to do and what would happen but did not receive much information as the claims department is not working. I was able to XXXX how to find receipts from XXXX just using debit card info as the online bank portal for Wells Fargo showed the {$4700.00} purchase transaction method as " Card Info Stored by Merchant '' and the other " Card # Entered by XXXX XXXX XXXX I was able to locate the receipts with the itemized list and gave the TRANS ID and Reference numbers to the XXXX XXXX individual named XXXX. The transaction for {$4700.00} did NOT have a TRANS ID, which she said was suspicious, but did have a Reference number. The {$480.00} did have a TRANS ID and Reference number. She would investigate and I then filed a police report with the XXXX XXXX XXXX XXXX XXXX through XXXX. XXXX XXXX XXXX asked me to send him the receipts I was able to obtain and gave me my case number. I then called back to XXXX and gave XXXX from XXXX XXXX XXXX, the case number, the XXXX XXXX XXXX XXXX XXXX information, and the name of XXXX XXXX. XXXX from XXXX XXXX XXXX said she found information that she could only share with the officer and would call him and use my case number to provide information. I have not been able to connect the claims department at Wells Fargo. Over {$5000.00} dollars were taken out of my account without my physical debit card being stolen. The card is still in my possession in Washington state. Wells Fargo did not flag at all this activity and failed to let me know of this activity. I found out because XXXX XXXX caught it earlier than they did - I am able to connect my accounts to appear on my dashboard in my XXXX  XXXX account. Almost ALL my money was taken away from me and nothing was done to alert me. I have scheduled payments, car loans, house mortgage, student loans etc. scheduled to charge from my debit card but suddenly because of theft I have no money to cover my charges.

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 non-monetary relief