Consumer complaint received 2025-12-30 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: TX

Complaint narrative:
To whom it may concern, On checking account ending in XXXX a Debit Card withdrawal was conducted on XX/XX/year> On Card Ending in XXXX. This was a non Wells Fargo ATM Located in another state Oklahoma, I live in Texas. I did not conduct this transaction, and this is fraudulent ATM Withdrawal. I have reported this to Wells Fargo. However Wells Fargo Denied my claim on XX/XX/year> with the following reasons which I do not believe a proper investigation was conducted and I am not believing are valid denial reasons. I believe this was Bank Error Conducted, and I believe Wells Fargo is not following Visa Zero Liability Guidelines nor regulation E. Denial reasons were Your Pin was not kept with the card. ( In Wells Fargo Deposit Rules and Agreement it states that the PIN SHOULD NEVER be kept with the card. ) Second Denial Reason, The Pin was not taken/stolen. ( This is false, The card was originally reported as STOLEN when I called in to report the card being stolen I explained that the card had been used to conduct an ATM Balance inquiry earlier in the day, before being pick pocketed and that I believe that someone skimmed the card pin from the balance inquiry or otherwise was able to view the pin somehow. ) Third Denial Reason, Your Pin was memorized and not written down. ( Again the Pin Number should never be written down or stored with your card even Wells Fargo Terms and Conditions state that. ) That does not mean that it prevents someone from STEALING the card or skimming the pin. I believe the Pin number was stolen. The card was stolen, My wallet was stolen. I do not believe these were valid denial reasons relating to Regulation E, and I do not believe a proper investigation has been conducted as I filed a police report for this incident. After further review of the documentation that was requested that Wells Fargo sent based on the documents used in their investigation, I noticed some discrepancies. First and Foremost in the documentation it says the card was misplaced ( Lost ) Which is false. The card was reported as Stolen not lost. Which is what I explained when I called in. So somehow the system mistakingly marked the card lost and not the proper stolen status. This is a banking error. Wells Fargo Additionally, Debited {$900.00} out of the account causing the balance to become negative, and then Wells Fargo is demanding that this negative balance be rectified by me the victim of the theft. This is not user negligence. You can not prevent being a victim of a crime. Unfortunately IF I could have prevented it I would have. I believe Wells Fargo should provide monetary relief for this claim as this was a fraudulent transaction and this is causing me financial harm. {$900.00}. This withdrawal with the stolen card and pin were conducted in XXXX, Oklahoma. I live in Texas. This is over 100 Miles away from me. Over two hour drive. Not somewhere I could go. I do not have a car and Its not physically possible for me to drive that far. Also in the documentation it clearly shows a banking error occurred one by location alone and two by saying the card was lost when it was actually stolen. Along with the Pin Number being stolen. Wells Fargo is denying legitimate fraud claims, When Wells Fargo themselves post about a ZERO LIABILITY POLICY. Meaning that I am not responsible for Fraudulent transactions If I report them immediately. Which is what I did in this situation. Therefore a banking error did occur and Wells Fargos goal is to deny fraud claims so they do not have to provide a refund of fraudulent charges. In this situation I am not at fault, and I followed proper rules and regulations therefore a banking error did occur but Wells Fargo deducted the funds on XX/XX/year>. I believe the funds should be restored to the account as monetary relief since a banking error did occur. 

Second situation, Wells Fargo was supposed to send me two Mediation Checks. One in the amount of {$3300.00} ( Mediation Tracking Number XXXX, WF Case number XXXX on XX/XX/year>. ) I never received this check. Wells Fargo told me they sent the check to my address, Upon calling XXXX they told me a XXXX XXXX signed for the check. I do not live with a XXXX XXXX, and I do not live with anyone else. I am not sure whom that is but they stole the check and forged it. Therefore I sent a Forgery check fraud claim package to Wells Fargo Treasury Department Which is a XXXX XXXX XXXX XXXX XXXX CA, and I sent that back on XX/XX/year> and it was received by Wells Fargo on XX/XX/year> and I still do not have a single update as to when they will be reissuing the forged and fraudulently cashed check. Wells Fargo Mediation Department is supposed to provide me with updates and they do not even call me back. Second Check was for {$2000.00} This was supposed to be sent XX/XX/year> Again this was not received. I sent in a Forgery Affidavit by Payee for this check as well to the same department. Which is the claims department for Forged and fraudulently cashed checks and Wells Fargo has not provided a single update. I believe they should be responsible for replacing these checks as I was entitled to these checks and went to mediation with Wells Fargo over these payments. Wells Fargo settled with me on these checks and I didn't ever receive my payment. I had the documents notarized and I sent these by priority mail to your XXXX XXXX XXXX XXXX XXXX, CA. Tracking ID is XXXX With the USPS. I confirmed this was signed for an picked up Wells Fargo has my notarized forgery packets and it was assigned to a claim rep but of course Wells Fargo does not provide updates, and Wells Fargo has not assisted me with replacing these checks that I was supposed to receive and didn't. The account number that was supposed to pay these checks is a Wells Fargo account account # XXXX Routing # XXXX Again, I did not receive either check and I am waiting for the Treasury Claims Department to replace the forged and fraudulently cashed checks that I never received this is causing me financial harm.

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